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AI Summary
The role involves leading and overseeing client experience across 24x7 operations, aligning ITIL-based service delivery to contractual commitments for diverse technologies. Responsibilities include managing client governance, ensuring SLA attainment, and driving Continual Service Improvement initiatives through operational reporting.
This is a remote position.
SUMMARYThe role involves managing a cross-functional team, aligning ITIL-based service delivery, and overseeing a wide range of IT solutions, including network, IT data center, private and public cloud, data analytics, unified communications, collaboration, and security solutions.
JOB RESPONSIBILITIES
- Strategic Client Management
- Lead and oversee the client experience across a 24 x 7 x always operations delivery for multiple clients.
- Align ITIL-based service delivery to meet contractual commitments across diverse services and technologies, including but not limited to Route/Switch/Firewall and Voice technologies.
- Manage overall Client program management, ensuring SLA attainment, client communication, reporting, and quality management leveraging operational data.
- Lead Service Delivery Management Company-Client governance cadence, including regular operations reviews and SLA reporting.
- Operational Excellence
- Develop and deliver weekly, bi-weekly, and monthly operative ticket and effort reporting from ServiceNow.
- Schedule, develop content for, and lead Quarterly Business Reviews, driving and tracking Continual Service Improvement initiatives.
- Participate in client-facing project reviews, ensuring seamless knowledge transfer to project teams and proper handoff of project deliverables.
- Client Collaboration and Vision Development
- Collaborate with clients to develop and refine their IT vision, identifying new opportunities for company solutions and contributing to business cases for emerging technologies.
- Work with clients to ensure quality support for all IT infrastructure, including internal/co-location/cloud data centers, networks, disaster recovery, and vendor management.
- Identify Continual Improvement initiatives for each client which will drive higher quality, value and benefits for clients
- Leadership and Innovation
- Provide leadership to ensure the company’s portfolio of services is aligned with clients' business needs and transformation programs.
- Contribute to evolving technical standards, platforms, frameworks, and road maps for clients, ensuring effective communication and implementation throughout the service lifecycle.
- Provide input into programs, policies, and procedures for continuous improvement of company’s IT managed services.
QUALIFICATIONS
- 6+ years of related experience in IT and IT technical staff management.
- Proven track record in Service Delivery management with a focus on superior client satisfaction.
- Extensive experience in network management, including Route/Switch/Firewall and Voice technologies.
- Ability to effectively manage resources in a matrix organization to meet and exceed Service Level Agreements.
- Demonstrated ability to work in rapid growth, dynamic, and transformational organizations.
- Exceptional team player with outstanding interpersonal and communication skills (written and oral).
- ITIL Foundation Certifications highly desired or equivalent to ITIL experience.
- Strong knowledge of ITSM tools such as ServiceNow, Cisco Technologies, Totango, and program management.
- In-depth understanding of desktop, server, application, and network environments.
- Minimum of a bachelor’s degree from a four-year college or university or equivalent experience.
JOB REQUIREMENTS
- Should be willing to accept a long-term work-from-home arrangement.
- Should be amenable to a permanent night shift schedule
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