Encore Technologies
Encore Technologies is seeking a Service Delivery Manager for a direct client. This role will be worked 100% remotely, but prefers candidates to live in Eastern Standard Time. Central time zone will also be considered.
Primary Responsibilities:
- Leads the Service Delivery Management function for large enterprise level client/s, maintains and evolves the Service Management framework.
- Manages a small team of people that work for this client who are technicians.
- Delivers and runs service management operational processes and structure. This includes much of the ITIL stack – Incident, Problem, Change, Service Request, Major Incident management
- Within this; able to lead and run joint service management activities with the client – eg CAB’s, Service Reviews, Continual Improvement plans
- Ensures services are performed within contractual obligations – able to manage the business priorities of SLA’s, KPI’s and other strategic objectives daily.
- Fosters a positive collaborative relationship with the client and key stakeholders within Red Box.
- Able to balance delivering excellent client experience with commercials
- Works with sales to ensure there are no support barriers to revenue generation
- Leads a small team of technicians also working on this account – this would be non -technical direct management and would include:
o objective setting, day to day prioritization,o rotaso integration of technical and SM resource to create single, cohesive team, in front of the client. * Strong co-working with technical leader within this account who will provide technical direction and prioritization of this team
- Potential to multitask to take on additional accounts in the future and be able to balance those priorities.
Skills & Experience:
- Excellent ITIL skills. Can act as an ITIL SME in core competencies
o Multi-year experience in a Service Manager role * Strong client skills. Used to fully client facing role
- Commercially astute
- Team leadership skills
- Can work in a matrix – has worked in a large multinational environment preferably
- Technical understanding is good enough to manage a technical team with a degree of authority to at least converse
- Self-starter – can work independently and prioritize, where manager is not in same location or even country
- Hands on attitude – flexible
- Service Now skills are a bonus
- Flexibility to sometimes be on call or work outside of normal business for key projects etc.
- Has worked within an Agile framework – has some understanding of the journey to Dev Ops
Job Type: Full-time
Pay: $110,000.00 – $125,000.00 per year
Benefits:
- 401(k)
- Health insurance
- Paid time off
Schedule:
- 8 hour shift
- Day shift
- Monday to Friday
Work Location: Remote