Service Delivery Manager Job at Cabot Corporation
Position Summary, 职位概述:
Education/Experience
The Service Delivery Manager I is accountable for ensuring the delivery of Digital services in accordance with the contractual performance levels. Service managers work with vendor service delivery managers, the Organization service delivery director and other tower service managers to ensure the delivery of stable services.
Job Responsibilities, 工作职责:
Is responsible for end-to-end ownership of a service tower, oversee the entire service tower,
- Coordinates communication among support staff and systems staff across towers.
- Ensure that performance meets all SLAs.
- Supports incident management and escalation processes.
- Provide reports and metrics on performance of service.
- Maintains service catalog descriptions.
- Serve as point of contact in an emergency for this area.
- Plan for service future (assess customer requirements, determine costs of solutions)
Competencies (Knowledge, Skills and Behaviors)
- Experience working in a culturally diverse workplace with global cross-country teams.
- Experience incident avoidance strategy, leverage automation tools, root cause remediation for high volume incidents.
- Knowledge on self- service (tier zero) support offering, workflows, and documentation.
- Experience with service levels - MTTR & MTBF metrics for core services and infrastructure. Collaboration, customer service orientation
- Problem-solving skills.
- Business function knowledge
- Experience in IT operations management in a desktop/end user support capacity
- Technical management experience in desktops, laptops, mobile devices, LAN/WAN/WLAN, printers, software, etc.
- Experience with end user environment maintenance activities including image maintenance and deployment, physical networking infrastructure, patching, performance monitoring, incident/problem/change management and SLM.
- Knowledge of virtual desktop solutions and methodologies from strategy to operations
- Project management skills including planning and scheduling, risk assessment, and managing to a schedule
Education/Experience
- Bachelor's Degree -Computer information Systems or equivalent management experience
- 3 years - Practical experience leading a service operations team with 3 years of hand-on experience operating within Change, Incident, and Problem Management IT practices. required
- 5 years - Managing Incident, Change and Problem Management processes. Experience implementing ITIL processes – preferred.
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