Service Delivery Manager

Service Operations & Support   |   New York

POSTED: 19/08/2020

Purpose of Role

To provide Service Management and Operational Management to large clients buying services from Red Box. You will be working on an outsourced contract delivering service to an enterprise customer.

Reporting Line

You will be reporting into the Enterprise Cluster Leader (in the US). 

Primary Responsibilities

  • Leads the Service Delivery Management function for large enterprise level client/s, maintains and evolves the Service Management framework. 
  • Delivers and runs service management operational processes and structure. This includes much of the ITIL stack – Incident, Problem, Change, Service Request, Major Incident management
  • Manages a small team of people that work for this client who are technicians. 
  • Delivers and runs service management operational processes and structure. This includes much of the ITIL stack – Incident, Problem, Change, Service Request, Major Incident management
  • Within this; able to lead and run joint service management activities with the client – eg CAB’s, Service Reviews, Continual Improvement plans
  • Ensures services are performed within contractual obligations – able to manage the business priorities of SLA’s, KPI’s and other strategic objectives daily.
  • Fosters a positive collaborative relationship with the client and key stakeholders within Red Box.
  • Able to balance delivering excellent client experience with commercials
  • Works with sales to ensure there are no support barriers to revenue generation
  • Leads a small team of technicians also working on this account – this would be non -technical direct management and would include:
    • objective setting, day to day prioritization,
    • rotas
    • integration of technical and SM resource to create single, cohesive team, in front of the client.
  • Strong co-working with technical leader within this account who will provide technical direction and prioritization of this team
  • Potential to multitask to take on additional accounts in the future and be able to balance those priorities.

 

Skills & Experience

  • Excellent ITIL skills. Can act as an ITIL SME in core competencies
    • Multi-year experience in a Service Manager role
  • Strong client skills. Used to fully client facing role
  • Commercially astute
  • Team leadership skills
  • Can work in a matrix – has worked in a large multinational environment preferably
  • Technical understanding is good enough to manage a technical team with a degree of authority to at least converse
  • Self-starter – can work independently and prioritise, where manager is not in same location or even country
  • Hands on attitude – flexible
  • Service Now skills are a bonus
  • Flexibility to sometimes be on call or work outside of normal business for key projects etc.
  • Has worked within an Agile framework – has some understanding of the journey to Dev Ops

 

We value people who can support our Red Box employee value proposition ‘courageous, competitive, collaborative’

Closing Date: Friday 4th September 2020

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