Service Delivery Manager

Overview

NSC Global is currently looking for a Service Delivery Manager to join our growing company.

NSC Global provides global network implementation and support solutions to world-class organizations, delivering cost savings and operational simplicity. Our goal is to partner with world-class enterprises, helping them become more agile, create commercial advantage and build quality through design, deployment, support and management of their global IT communications. NSC Global is a US Cisco Global Gold Certified Partner with a corporate headquarters in London, UK. Please review our website at www.nscglobal.com for more information on our organization.

POSITION: Service Delivery Manager

JOB TYPE: US Hours ONLY (8am to 5.30pm EST)
START DATE: IMMEDIATELY

Responsibilities

This role is responsible for delivery excellence of all support towers, customer relationship management, client care, and P&L responsibility. This position holds the responsibility for building relationships through open and honest communication. The candidate must have the ability to provide comprehensive status reporting to the customer and NSC Global leadership team. They will need to ensure delivery teams meet or exceed all Service Level Agreements and develop and monitor performance objectives for all direct employees. Understanding and ability to create financial forecasts and work with the finance group to ensure revenue and profit targets are met is essential. Complete billing responsibilities in a timely manner and lead collective activities as necessary.

Responsibilities:

• Coordinate all resources of the tower (including off-shore)
• Orchestrate end-to-end services for the involved towers (top of stack)
• Manage the cooperation between Towers to ensure usage of standard methods and tools wherever applicable
• Ensure that account specific processes are applied at all relevant scope
• Evaluate and manage service requests
• Drive completion of service acceptance, technical assurance and handover processes; act as the SPOC in case of escalations & major incidents
• Act as the next level of escalation for tower specific technical teams for all service management processes
• Ensure that the Root Cause Analysis for the tower specific services are performed
• Raise problem records whenever identified
• Raise request for changes, assess, prepare, and present the change in the CAB to get the approval
• Identify and manage all required resources for change planning and execution (including testing, approval and back out plans)
• Ensure the quality of asset management requirements in the respective towers
• Ensure the CAP planning of the account in the tower on the component level and provision to Manager

Qualifications

Qualifications:

• College/University degree in IT or 5 - 7 years of equivalent working experience
• Portal, virtualization, application database or hardware knowledge
• Solution Architect 3 - 5 years, ITIL Foundations, Project Management
• CRM Experience
• Experience in Hardware and Software Migration is an asset