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Service Delivery Manager

Zolon Tech Solutions Inc.

Job Description

Title : Service Delivery Manager

Location : 100% Remote

Duration : Full time


Skills : Service Delivery, ITILV4, Project Management


Job Description:

  • 100% Remote Role
  • Client is looking for a self-driven Service Delivery Manager (SDM) with the desire for success and a relentless interest in providing a positive customer experience to complement a cohesive team of IT professionals.
  • The SDM shall be responsible for delivery and ownership of holistic customer service offerings.
  • The SDM shall ensure that policies and processes are in place to deliver consistent, efficient, and effective services.
  • The SDM shall be responsible for improving, optimizing, standardizing, and streamlining customer support processes that yield improvements to the customer experience.
  • The SDM shall be responsible for leading large-scale IT service delivery with an emphasis on best practices to transition to easier-to-use, self-help formats of delivery which reduce the frequency and quantity of human interaction.
  • This position requires a Public Trust and is located in the Washington, D.C. metro area.
  • Program Overview: Client office of Digital Infrastructure Technologies (IDT) implements, operates, maintains, and supports client IT infrastructure Software/Hardware (SW/HW) and systems, client mission-support systems, and applications. IDT covers the complete set of service offerings using a brokerage model.
  • IDT provides services which include, but are not limited to:
  • IT service desk and on-site support.
  • End-user device management.
  • Conference and collaboration support.
  • Network and telecommunications support.
  • Unified communications.
  • Compute/storage and cloud management.
  • Identity, credential, and access management.

Job Requirements

Required Qualifications:

  • A minimum of ten years of technical experience managing, maturing, and modernizing service delivery for remote and geographically dispersed users with end-to-end service delivery, similar in size, scope, and complexity to this TO.
  • Recent (within the last five years) experience with implementing SLAs and performance metrics on a contract of similar size, scope, and complexity.
  • Experience in promoting and institutionalizing the utilization of AI (e.g., virtual agents) to drive continuous improvement in business value and customer experience.
  • Completed one or more modules toward the ITIL v4 Strategic Leader (ITIL 4 SL) certification
  • This position requires a Public Trust Clearance
  • Desired Qualifications:
  • Recent experience implementing, managing, and modernizing successful self-help/self-heal services.
  • Certified ITIL v4 Strategic Leader
  • Help Desk Institute Support Center Manager (HDI-SCM) Certification.
  • Active Project Management Institute (PMI) or the Project Management Professional (PMP)) certification.
  • Experience with facilitating/coordinating cross-functional teams to develop, deliver, operationalize, document, and support solutions.
  • Recent experience with developing and managing a customer-focused continuous improvement program.

Required Education and Experience:

  • Bachelor's Degree required
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Job Snapshot

Location US-GA-Work From Home
Employment Type Contractor
Pay Type Year
Pay Rate N/A
Store Type IT & Technical
Other Compensation: 0

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Terms & Conditions
Snapshot
Zolon Tech Solutions Inc.
Company:
US-GA-Work From Home
Location:
Contractor
Employment Type:
Year
Pay Type:
N/A
Pay Rate:
IT & Technical
Store Type:

Job Description

Title : Service Delivery Manager

Location : 100% Remote

Duration : Full time


Skills : Service Delivery, ITILV4, Project Management


Job Description:

  • 100% Remote Role
  • Client is looking for a self-driven Service Delivery Manager (SDM) with the desire for success and a relentless interest in providing a positive customer experience to complement a cohesive team of IT professionals.
  • The SDM shall be responsible for delivery and ownership of holistic customer service offerings.
  • The SDM shall ensure that policies and processes are in place to deliver consistent, efficient, and effective services.
  • The SDM shall be responsible for improving, optimizing, standardizing, and streamlining customer support processes that yield improvements to the customer experience.
  • The SDM shall be responsible for leading large-scale IT service delivery with an emphasis on best practices to transition to easier-to-use, self-help formats of delivery which reduce the frequency and quantity of human interaction.
  • This position requires a Public Trust and is located in the Washington, D.C. metro area.
  • Program Overview: Client office of Digital Infrastructure Technologies (IDT) implements, operates, maintains, and supports client IT infrastructure Software/Hardware (SW/HW) and systems, client mission-support systems, and applications. IDT covers the complete set of service offerings using a brokerage model.
  • IDT provides services which include, but are not limited to:
  • IT service desk and on-site support.
  • End-user device management.
  • Conference and collaboration support.
  • Network and telecommunications support.
  • Unified communications.
  • Compute/storage and cloud management.
  • Identity, credential, and access management.

Job Requirements

Required Qualifications:

  • A minimum of ten years of technical experience managing, maturing, and modernizing service delivery for remote and geographically dispersed users with end-to-end service delivery, similar in size, scope, and complexity to this TO.
  • Recent (within the last five years) experience with implementing SLAs and performance metrics on a contract of similar size, scope, and complexity.
  • Experience in promoting and institutionalizing the utilization of AI (e.g., virtual agents) to drive continuous improvement in business value and customer experience.
  • Completed one or more modules toward the ITIL v4 Strategic Leader (ITIL 4 SL) certification
  • This position requires a Public Trust Clearance
  • Desired Qualifications:
  • Recent experience implementing, managing, and modernizing successful self-help/self-heal services.
  • Certified ITIL v4 Strategic Leader
  • Help Desk Institute Support Center Manager (HDI-SCM) Certification.
  • Active Project Management Institute (PMI) or the Project Management Professional (PMP)) certification.
  • Experience with facilitating/coordinating cross-functional teams to develop, deliver, operationalize, document, and support solutions.
  • Recent experience with developing and managing a customer-focused continuous improvement program.

Required Education and Experience:

  • Bachelor's Degree required
Service Delivery Manager Apply now