Service Delivery Manager

About the role

This role leads the client experience across a 24x7x365 operations delivery for multiple clients, aligning ITIL-based service delivery with contractual commitments across services such as route, switch, firewall and voice technologies. It covers client program management, SLA attainment, reporting, quality management and continual improvement.

Key responsibilities

• Manage client programs, ensuring SLA attainment, client communication, reporting and quality management using operational data
• Lead the XTIUM client governance cadence, including regular operations reviews and SLA reporting
• Develop and deliver weekly, bi-weekly and monthly ticket and effort reports from ServiceNow
• Schedule, develop content for and lead Quarterly Business Reviews, driving Continual Service Improvement initiatives
• Take part in client-facing project reviews and ensure smooth handoff of project deliverables
• Work with clients to refine their IT vision, identify opportunities for ATSG solutions and contribute to business cases for emerging technologies
• Ensure quality support for IT infrastructure, including co-location and cloud data centers, networks, disaster recovery and vendor management
• Identify continual improvement initiatives for each client and provide leadership so the XTIUM portfolio aligns with clients' business needs and transformation programs
• Contribute to technical standards, platforms, frameworks and roadmaps, and give input into programs, policies and procedures

Required profile

• 6+ years of related experience in IT and IT technical staff management
• Proven track record in service delivery with a focus on client satisfaction
• Extensive experience in network management, including route, switch, firewall and voice technologies
• Ability to manage resources in a matrix organization to meet and exceed SLAs
• Demonstrated ability to work in rapid-growth, dynamic and transformational organizations
• Bachelor's degree from a four-year college or university or equivalent experience

Required skills

• ITIL Foundation certification highly desired or equivalent ITIL experience
• Strong knowledge of ITSM tools such as ServiceNow, Cisco Technologies and Totango
• In-depth understanding of desktop, server, application and network environments