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 a dynamic Service Delivery Manager who is 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. 

We are open to filling this position remotely or at any of our physical office locations Eden Prairie, MN; Madison, WI; Des Moines or Cedar Rapids, IA; Denver, CO or Scottsdale, AZ.

**NOTE:  We can hire this position as a Service Delivery Manager I or II.  Requirements for each position are listed in the qualifications section. We will assess applicants based on skills set and years of relevant experiences.**

The Service Delivery Manager 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). 

Responsibilities include:

• 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)

Required Qualifications:

Manager I Level:

• Bachelor’s Degree (or higher) or 4+ years professional work experience
• 2 years direct customer service or project management experience.
• 1 year minimum of basic IT experience
• Availability to consult, assist and/or perform after-hours support.

Manager II Level:

• 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.
• Availability to consult, assist and/or perform after-hours support and participate in on-call rotations.
• Ability to travel as business needs dictate.

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.

#OneNeck IT Solutions LLC 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.  Visit oneneck.com to learn more.

Employment at OneNeck is subject to post-offer, pre-employment drug testing.

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