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Service Delivery Manager

3 months ago

Sany, India Bay Area TeK Solutions LLC Full time
Role : Service Delivery Manager ( Japanese LanguageExpert ) This position will be focused on providingoperational oversight on service delivery for D2OS clients andassisting with all aspects of multiple highpriority engagements.Service delivery typically includes incident request problem andchange management and might include other processes as needed. Thisposition will include an oncall rotation schedule to provide 24/7support for clients Critical issues (Major Incident Managementprocess). Job Responsibilities/EssentialFunctions/Competencies
  • Provideoperational oversight to multiple D2OS Clients.
  • Customerfacing for assigned clients for dailyoperations.
  • Attendingall internal and external meetings related to assigned clients.
  • Participate in Onboarding new clients tooperational readiness.
  • Experience in ITILService Management practices including Incident Change Request andProblem Management.
  • Daily review of allincidents changes requests problems and all D2OS monitoring toolsfor assigned clients.
  • Monitor SLA/SLT/SLOmeasurements to ensure compliance daily for assigned clients.
  • Prepare and conductWeekly Operations meetings for all assigned D2OS Clients.
  • Prepare and present operational reportingfor the Monthly and Quarterly meetings.
  • Works with the Senior Operations Managementteam to ensure Engineers and Architects have the proper skillsetsto support D2OS Clients.
  • Manage escalationbridges for critical incidents for D2OS Clients.
  • Create and present Root Cause Analysis for all CriticalIncidents in collaboration with the technical support team.
  • Generate D2OS reporting and Key PerformanceIndicators.
  • Work closely and support Processand Compliance leadership.
  • Create and updatedocumentation including Standard Operating Processes andProcedures.
  • Perform training of D2OSprocesses for new employees.
  • Build developand maintain OEM and Vendor relationships as needed.
  • Participate in an oncall rotation to be the ServiceDelivery Escalation point 24 x 7 for all D2OS operational issues.
Qualifications These arethe qualifications that are necessary for someone to be consideredfor the position. Education
  • Bachelors Degree in Business IT or related field orequivalent experience.
Certifications
  • ITILcertification is highly desirable.
Work Experience
  • 5 years ofIncident Management Request Management Problem Management or CrisisManagement experience required.
  • Exposure totechnology projects and project management is a plus.
Specialized Knowledge Skills andAbilities
  • Advanced Skills in MSOffice applications including Excel Word OneNote and Outlook
  • ServiceNow Microsoft Teams and SharePointexperience are a plus
  • Excellentdocumentation skills and attention to detail
  • Ability to communicate effectively with customers and coworkers
  • Ability to work both independently and in ateam environment
  • Strong problemsolvingcustomer service and conflict deescalation skills
  • Strong communication skills (written verbal andpresentation)