OneNeck IT Solutions

Service Delivery Manager

Job Locations US-Remote Location | US-MN-Eden Prairie | US-WI-Madison | US-IA-Des Moines | US-IA-Cedar Rapids | US-CO-Denver | US-NE-Omaha | US-AZ-Scottsdale
ID
2022-20829
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 to our customers globally.  We’re in search of a dynamic Service Delivery Manager who is passionate about technology and providing best-in-class customer experience.  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 in / near any of our physical office locations (Eden Prairie, MN; Madison, WI; Des Moines or Cedar Rapids, IA; Denver, CO; Omaha, NE or Scottsdale, AZ).

 

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

Responsibilities

The Service Delivery Manager is responsible for managing the overall and ongoing delivery of OneNeck managed services for their assigned accounts.  The portfolio includes customers who are leveraging a variety of OneNeck IT Solutions products and services (Cloud, Managed Services, Colocation, etc). 

 

Responsibilities include:

  • Point of Contact for assigned customers:
    • Overall customer health status and satisfaction
    • Handling customer inquiries and addressing concerns if they arise
    • Provide and discuss reviews of service delivery – Monthly Quality of Service review
    • Manage and communicate work in progress, including incidents, service requests, changes, and problems
    • Ensure understanding and clear expectations of service descriptions
    • Compliance and audit participation
    • Understanding and involvement to ensure accurate billing and invoicing
  • Act as customer advocate within OneNeck:
    • Interface with all relevant OneNeck teams responsible for providing services to assigned customers
    • Address and escalate as necessary existing service delivery problems, including customer complaints
    • Validate and ensure successful delivery of work in progress, including incidents, service requests, changes, and problems
    • Overall customer health status and satisfaction
  • Maintain and improve:
    • Configuration information, including CMBD information
    • Customer runbooks
    • Escalation and customer contact information
    • 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:

 

Service Delivery Manager I:

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

Service Delivery Manager II:

  • Bachelor’s Degree (or higher) or 4+ years professional work experience
  • 4+ years direct customer service or project management experience.
  • 2+ years IT experience
  • Availability to consult, assist and/or perform after-hours support and participate in on-call rotations.

Service Delivery Manager III:

  • Bachelor’s Degree (or higher) or 4+ years professional work experience
  • 6+ years direct customer service or project management experience.
  • 3+ years IT experience
  • Availability to consult, assist and/or perform after-hours support and participate in on-call rotations.

Other Qualifications:

  • ITIL experience or certification preferred.
  • 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 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 across the country. 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. 

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