OneNeck IT Solutions

  • SERVICE DELIVERY MANAGER II

    Job Locations US-MN-Eden Prairie
    ID
    2018-12478
    Company
    OneNeck IT Solutions
  • 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 II is an intermediate role responsible for managing the overall and ongoing service delivery for moderately complex accounts.  The customer portfolio includes customers with similar services and where customers are leveraging a subset of OneNeck IT Solutions catalog (Colocation, Cloud, Managed Services, etc).  This role works under frequent supervision of the Manager-Service Delivery. 

    Responsibilities

    Communicate and manage externally (with customer) regarding OneNeck services with moderate complexity:

    • 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 with moderate complexity:

    • 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.
    • 4+ years direct customer service or project management experience.
    • 2+ years in a corporate IT function.

     

    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.

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