Delivery Senior Manager

NTT DATA North America•Atlanta, GA

17d

About The Position

We are currently seeking a Delivery Senior Manager to join our team in Atlanta, Georgia (US-GA), United States (US). Position Overview: We are seeking a highly skilled and experienced Service Delivery Manager to oversee and manage service delivery operations of End User Compute and Virtual Desktop Infrastructure Services for one of our Public Sector customers. The ideal candidate will have a strong background in IT infrastructure, service management, and a proven track record of delivering high-quality services to clients.

Requirements

Education: Bachelor's degree in Information Technology, Computer Science, or a related field.
Experience: Minimum of 5 years of experience in end-user compute and Digital Experience management and service delivery.
Certifications: ITIL certification is required.
Strong knowledge of Intune, Dex tools, and lifecycle management.
Excellent understanding of service management principles and practices.
Strong problem-solving and analytical skills.
Strong leadership and team management skills
Excellent communication and interpersonal skills.
Ability to manage multiple priorities and work under pressure.

Nice To Haves

Experience in managing IT services for public sector clients.
Additional certifications in project management (PMP, PRINCE2) and IT infrastructure (e.g., Cisco, Microsoft) are highly desirable.
Proven experience in managing service delivery teams and client relationships.
Knowledge of digital experience and endpoint management solutions.
A master's degree is a plus.
Experience with service management tools such as ServiceNow.

Responsibilities

Service Delivery Management: Oversee the delivery of IT services to ensure they meet or exceed client expectations and contractual obligations. Manage service delivery teams and ensure efficient and effective service operations.
End-User Compute Management: Manage teams responsible for full lifecycle management of end-user devices including imaging, deployment, break-fix support, remote support, and deskside support. Ensure device availability and performance to meet business needs.
Client Relationship Management: Build and maintain strong relationships with clients. Act as the primary point of contact for service delivery issues and ensure timely resolution of any problems.
Performance Monitoring: Monitor and report on service delivery performance, including key performance indicators (KPIs) and service level agreements (SLAs). Identify areas for improvement and implement corrective actions as needed.
Incident and Problem Management: Lead the incident and problem management processes to ensure timely resolution of issues and minimize service disruptions. Conduct root cause analysis and implement preventive measures.
Change Management: Manage changes to the build and deploy infrastructure and tools, ensuring minimal impact on service delivery. Coordinate with clients and internal teams to plan and execute changes effectively.
Continuous Improvement: Drive continuous improvement initiatives to enhance service delivery processes and practices. Implement best practices and industry standards to optimize service delivery.
Team Leadership: Lead and mentor service delivery teams, providing guidance and support to ensure high performance and professional development. Foster a collaborative and positive work environment.

Benefits

This position may also be eligible for incentive compensation based on individual and/or company performance.
This position is eligible for company benefits including medical, dental, and vision insurance with an employer contribution, flexible spending or health savings account, life and AD&D insurance, short and long term disability coverage, paid time off, employee assistance, participation in a 401k program with company match, and additional voluntary or legally-required benefits.

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