OneNeck IT Solutions

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SERVICE DELIVERY EXECUTIVE

SERVICE DELIVERY EXECUTIVE

ID 
2017-11940
Job Locations 
US-TX-Dallas
Company 
OneNeck IT Solutions

More information about this job

Overview

The Service Delivery Executive is responsible for managing the overall and ongoing service delivery for assigned large, complex or strategic customers that utilize OneNeck Cloud and hosting solutions, Managed services or ERP Application Management services, ensuring compliance to SLA’s and overall client satisfaction. The service delivery executive will be an expert in outsourcing, project and client management best practices including relationship management, expectation setting, strategic and tactical planning, including the translation of client goals and objectives into solutions. The Service Delivery Executive is ultimately accountable for customer satisfaction, retention and uplift for assigned customers.

Responsibilities

  • Manage overall client service portfolio delivery in compliance with contracted service definitions, account planning, priorities, quality and financial performance.
  • Develop, coordinate and execute, formal client meeting and communication plans to ensure alignment of status, expectations, deliverables and agreed actions and assignments.
  • Align service delivery requirements to manage dependencies and priorities across all required internal service delivery teams.
  • Client-Specific Risk Review, Reporting and Mitigation.
  • Develop, prepare and deliver monthly and quarterly quality of service and performance reports, necessary to demonstrate measurement and compliance to contracted services.
  • Develop and manage the documentation, validation and communication of all contractual service level breaches with corresponding penalties.
  • Manage and communicate overall customer status and satisfaction.
  • Maintain awareness and understanding of operational integration requirements for client and 3rd party projects and changes.
  • Provide internal and executive visibility and status of critical issues and escalations.
  • Field and respond to all escalated client concerns and issues.
  • In conjunction with the assigned Service Delivery and Project Manager(s), ensure that daily operational and project workloads are completed in accordance with contracted service delivery provisions, account priorities and in accordance with operational and project policies and procedures.
  • Field, document, communicate and status customer requests and concerns.
  • Assure coordinated and effective communication between all client and OneNeck departments.
  • Work in progress in accordance with requests and service definitions.
  • Internal compliance and escalation of incident resolution in accordance with client requirements and contracted service levels.
  • OneNeck performed ITIL Change management activity and schedule for all OneNeck performed changes.
  • Delivery, integration and transition of projects and deliverables into operational support.
  • Initiate and manage OneNeck Problem Management activities.
  • Manage and maintain internal and customer facing data, procedures and documentation in support of effective client service delivery.
  • Escalation and customer contact information.
  • Letters of Authorization from third-party suppliers and maintenance contracts.
  • Overall customer business and technical overview.
  • Configuration information, including CMBD.
  • Audit Compliance and Support.
  • Develop, Prioritize and Manage internal and customer facing initiatives designed to improve service deliver and enhance value creation to Client and OneNeck.
  • Review current and historical service delivery, quality and financial performance.
  • Drive resolution of SLA breaches and recurring service delivery or systems performance issues.
  • Coordinate internal communication and prioritization of recommendations and requirements that support the effective and efficient delivery of contracted service.
  • Resolution of existing service delivery problems, including customer concerns, complaints and escalations.
  • Service delivery improvements, including process, procedure, and technical solution architecture.
  • Work with the OneNeck Account Executive team and the client representatives to develop a deep understanding of business and technical IT requirements necessary to ensure alignment of OneNeck services with client current and future needs.
  • Understand client medium to long term Business and IT Roadmaps.
  • Develop and maintain the account plan.
  • Align with client tactical and strategic goals to identify opportunities for expansion of OneNeck solutions and services within clients.
  • Define project requirements and scope statements to support the creation of budgets and statements of work.
  • Ensure alignment of contracted service definitions with Customer requirements and OneNeck delivery standards.
  • Provide inputs and validation of client billings in accordance with contracted services delivered, including SLA penalties.

 

Qualifications

Required Qualifications

  • Bachelor’s Degree (or higher) OR 4+ years professional work experience.
  • 10+ years direct client IT service, Operations and/or project management experience.
  • 5+ years in a complex IT service delivery function.

Other Qualifications

  • Experience with Data Center, outsourcing and contract service delivery management including complex SLA and KPI’s.
  • Demonstrated ability to work with multiple large and complex clients at the same time.
  • Demonstrated ability to establish trust and confidence of the client by building and managing relationships at all levels within the client organization.
  • Demonstrated ability to successfully manage and deliver IT services within a matrix organizational structure.
  • Experience delivering a portfolio of client IT services of $5+M.
  • Excellent verbal and written communication skills.
  • Experience managing multiple, complex and sometimes competing delivery initiatives while considering client objectives, contracted deliverables, resources, timelines, risks and budgets.
  • Formal IT and business centric presentation skills for multiple levels of management including customer executive management.
  • Experience understanding and relating business requirements to IT Solutions and Service requirements.
  • Experience with Tactical and Strategic IT planning.
  • Experience delivering IT services leveraging multiple resource groups and 3rd parties.
  • ITIL V3 experience or certification.
  • Technical knowledge of data center infrastructure, colocation, server, network and managed services offerings.
  • Ability to travel within territory and to company and customer locations as needed.
  • If the needs of the business dictate, perform tasks outside normally scheduled business hours.