OneNeck IT Solutions

Returning Candidate?

SERVICE DELIVERY MANAGER I

SERVICE DELIVERY MANAGER I

ID 
2017-11873
Job Locations 
US-MN-Eden Prairie
US-WI-Madison
US-IA-Cedar Rapids
US-IA-Urbandale
US-CO-Greenwood Village
US-AZ-Scottsdale
Company 
OneNeck IT Solutions

More information about this job

Overview

Want to be part of a customer focused, high performance, high integrity team of technology professionals?  At OneNeck IT Solutions we deliver world class IT solutions 365/24/7.  We’re in search of dynamic individuals that are passionate about technology and providing best-in-class customer service.  Our managed services engagements allow our employees to have access to a variety of technologies and environments, broadening your skillset while preparing you for future growth. 

 

OneNeck IT Solutions LLC employs nearly 550 people throughout the U.S. The company offers hybrid IT solutions including cloud and hosting solutions, managed services, ERP application management, professional services, IT hardware and top-tier data centers in Arizona, Colorado, Iowa, Minnesota, Oregon and Wisconsin. OneNeck's team of technology professionals manage secure, world-class, hybrid IT infrastructures and applications for hundreds of businesses around the globe. 

 

The Service Delivery Manager I is an entry level role responsible for managing the overall and ongoing service delivery for assigned accounts.  The customer portfolio includes customers with similar services and where customers are leveraging a subset of OneNeck IT Solutions foundational services (Colocation, Cloud, Managed Services, etc).  This role works under close and frequent supervision of the Manager-Service Delivery. 

Responsibilities

Communicate and manage externally (with customer):

  • Existing service delivery problems, including customer complaints
  • Past performance, including service reviews, PIRs, and RCAs
  • Work in progress, including incidents, service requests, changes, and problems
  • Service descriptions and alignment of service delivery
  • Compliance and audit participation
  • Billings, including SLA penalties
  • Overall customer status and satisfaction

Communicate and manage internally:

  • Existing service delivery problems, including customer complaints
  • Work in progress, including incidents, service requests, changes, and problems
  • Overall customer status and satisfaction

Maintain and improve:

  • Configuration information, including CMBD information
  • Customer runbooks
  • Escalation and customer contact information
  • Letters of Authorization from third-party suppliers and maintenance contracts
  • Overall customer business and technical overview

Manage ITIL Change Management:

  • For all OneNeck performed changes
  • Awareness, understanding, and integration of customer changes with OneNeck performed change activity and schedule

Initiate and manage all OneNeck Problem Management activities

 

Identify, participate and as necessary escalate:

  • Opportunities for service delivery improvements, including process, procedure, and technical architecture
  • Customer concerns
  • SLA breaches
  • Recurring service delivery issues or systems performance issues
  • Customer-specific risks (risk reports)

Qualifications

Required Qualifications

  • Bachelor’s Degree (or higher) –OR- 4+ years professional work experience.
  • 2+ years direct customer service or project management experience.

 

Other Qualifications

  • ITIL V3 experience or certification.
  • Technical knowledge of data center infrastructure, colocation, server, network and managed services offerings.
  • Excellent verbal and written communication skills.
  • Formal IT and business centric presentation skills for multiple levels of management.
  • Demonstrated ability to work with multiple large customer accounts at the same time.
  • Ability to travel within territory and to company and customer locations as needed.
  • Ability to establish customer trust and confidence.
  • If the needs of the business dictate, perform tasks outside normally scheduled business hours.

 

Benefits:

As a part of your total compensation, TDS provides a comprehensive, competitive benefit package. The benefit plans address both the immediate and long term needs that you and your family may have. For an overview of what we have to offer for full-time employees including vacation, health benefits and retirement options please click here.