Job Title: Service Delivery Manager
Location: - Orlando, FL(3 DAYS ONSITE)
Job Summary
We are seeking an IT Service Delivery Leader to play a crucial role in ensuring that IT services are delivered efficiently and effectively to meet the needs of an organization. SDL need to ensure Digital & Technology Service Delivery is providing world class support to our internal and external clients.
Years of experience needed
Relevant experience of 10+ years.
Qualifications A bachelor's degree in IT, Computer Science, Business Management, or a related field. A master's degree or relevant certifications (e.g., ITIL, PMP) can be advantageous..
Technical Skills:
Service Management: Oversee the delivery of IT services, ensuring they meet the required service levels and quality standards.
o Governance on IT service delivery with key stakeholders in US.
o Develop and maintain relationships with local US vendors (Telecom, Infrastructure, Printers etc) to ensure that the service levels are aligned
Customer Relationship Management: Develop and maintain strong relationships with internal and external customers to understand their needs and ensure satisfaction.
o Tech point of contact for internal and external customers
Incident, Problem and Change Management: Manage and resolve service-related issues, ensuring minimal disruption to business operations.
o Manage P1 incidents by running the bridge, getting resolver teams together to work on solving the issue
o Identify recurring issues and work towards increasing availability
o Ensure all changes are approved and signed of before they are moved to production
o Ensure testing of changes in production during the change window
Process Improvement: Identify opportunities for improving service delivery processes and implement best practices.
Compliance: Ensure all IT services comply with relevant regulations and standards.
Certifications Needed:
ITIL V4, PMP
Exposure in AWS or Azure Cloud
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