Service Delivery Manager

This position will be focused on providing operational oversight on service delivery for D2OS clients and assisting with all aspects of multiple highpriority engagements. Service delivery typically includes incident request problem and change management and might include other processes as needed. This position will include an oncall rotation schedule to provide 24/7 support for clients Critical issues (Major Incident Management process). Job Responsibilities/Essential Functions/Competencies

• Provide operational oversight to multiple D2OS Clients.
• Customerfacing for assigned clients for daily operations.

• Attending all internal and external meetings related to assigned clients.
• Participate in Onboarding new clients to operational readiness.
• Experience in ITIL Service Management practices including Incident Change Request and Problem Management.
• Daily review of all incidents changes requests problems and all D2OS monitoring tools for assigned clients.
• Monitor SLA/SLT/SLO measurements to ensure compliance daily for assigned clients.

• Prepare and conduct Weekly Operations meetings for all assigned D2OS Clients.
• Prepare and present operational reporting for the Monthly and Quarterly meetings.

• Works with the Senior Operations Management team to ensure Engineers and Architects have the proper skillsets to support D2OS Clients.
• Manage escalation bridges for critical incidents for D2OS Clients.
• Create and present Root Cause Analysis for all Critical Incidents in collaboration with the technical support team.
• Generate D2OS reporting and Key Performance Indicators.
• Work closely and support Process and Compliance leadership.
• Create and update documentation including Standard Operating Processes and Procedures.
• Perform training of D2OS processes for new employees.
• Build develop and maintain OEM and Vendor relationships as needed.
• Participate in an oncall rotation to be the Service Delivery Escalation point 24 x 7 for all D2OS operational issues.

Qualifications These are the qualifications that are necessary for someone to be considered for the position. Education

• Bachelors Degree in Business IT or related field or equivalent experience.

Certifications

• ITIL certification is highly desirable.

Work Experience

• 5 years of Incident Management Request Management Problem Management or Crisis Management experience required.
• Exposure to technology projects and project management is a plus.

Specialized Knowledge Skills and Abilities

• Advanced Skills in MS Office applications including Excel Word OneNote and Outlook
• ServiceNow Microsoft Teams and SharePoint experience are a plus
• Excellent documentation skills and attention to detail
• Ability to communicate effectively with customers and coworkers
• Ability to work both independently and in a team environment
• Strong problemsolving customer service and conflict deescalation skills
• Strong communication skills (written verbal and presentation)