Encore Technologies Looking for IT Service Delivery Manager at Remote

  • Anywhere

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

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