| Service Delivery Manager Position at Remote Location at Remote, Remote, USA |
| Email: [email protected] |
| From: Surender Saini, Sunray Enterprises Inc . [email protected] Reply to: [email protected] Role: Service Delivery Manager Work hours - Day shift Location: Remote Duration: Long Term Contract This is a high-visibility customer-facing role requiring excellent technical breadth and soft-skills. Project Delivery Guide and assist with high priority cross functional projects focused on voice and data network experience integrations, and improvements Operational Support Support coordination for identified Line Of Business (LOB) Coordinates transition of ticket management to standard operating procedures for identified LOB Identify key technical partners and services per LOB Develop and execute an escalation channel intake method War Room liaison for P1/P2 Monitoring for proactive outreach Provides project oversight for infrastructure changes, technology enhancements and user experience Post-mortem review and continuous improvement techniques Partner across team to create and deliver service management operational playbook Relationship Management Develop formal communication channel(s) with specified LOBs Establish relationships for each LOB with Business leaders and IT partners Provide and/or guide LOBs to self-service Capabilities Offer training/knowledge to LOB stakeholders Conduct office hours and roadshows with identified LOBs to understand customer needs and drive self-service and user education Be the voice of the customer cross-functionally Socialize rebranding of Platinum support, outline and walkthrough standard operating procedures to previous customer base Set expectations with technical owners based on availability metrics Establish a partnership with LOB aligned teams Reporting Create Executive operational readout per LOB Establish baseline of Network Security and Internet Services and Operations Service Management (Server Support) incident ticket priorities (P1-P5) for each LOB Deliver action plans to Service Level Owners, leadership, Network Services, and Server Support teams to deliver enhanced user experience Engage with Change Management and Problem Management functions to influence resolution Measure LOB customer experience via Net Promoter System or Customer Satisfaction surveys Provide summary of upcoming changes or business impacting projects to LOB stakeholders Monitor trends for increased customer pain points Leverage monitoring and alerting tools for real time impact avoidance to deliver proactive solutions Peak Season readiness What does the ideal candidate background look like (ex: healthcare specific background specific industry experience etc.) The ideal candidate will be highly motivated, and have previous experience in IT project management, especially with integrating acquired entities into the processes and standards of the acquiring company. The candidate will be an excellent communicator and presenter with previous experience working as a technology consultant or in other customer-facing roles in a cross-function, matrixed environment. The candidate will be able to prioritize their customers and workload to deliver an excellent customer experience. What skills/attributes are required (please be detailed as to number of years of experience for each skill) 3+ years of Project or Program Management experience 2+ years of experience managing technology-specific projects 3+ years of experience with spreadsheet software (IE. MS Excel, Smartsheets, etc) for data analysis and charting 3+ years working in a process improvement capacity with the ability to provide process visualizations leveraging a tool like Microsoft Visio. 3+ years of experience working with presentation software (IE. Microsoft PowerPoint) 1+ year(s) of direct user/customer-facing contact and communications with the ability to successfully communicate technical concepts to non-technical audiences. What skills/attributes are preferred (what will set a candidate apart) 2+ years of merger and acquisition (M&A) integration experience either managing projects or implementing technology transitions for acquired entities. 1+ years of experience supporting or managing data network projects and initiatives 2+ years of experience working in an ITSM/ITIL environment Previous experience measuring and improving customer loyalty and/or experience (NSP/CSAT) leveraging concepts like closing the loop, user/customer persona, and journey maps. Thanks Surender Saini SunRay Enterprise, Inc. Email: [email protected] Keywords: information technology microsoft |
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| Wed Nov 15 00:38:00 UTC 2023 |