Service Delivery Manager

iVision Scale LLC•Pittsburgh, PA

About The Position

The Delivery Manager is a key contributor to the Service Delivery practice and is responsible for overseeing the successful delivery of ivision’s core practice areas to managed services clients. This includes building partnerships with your clients and working closely with the delivery teams, engineering teams, sales, and vendors in executing monthly operational tasks to ensure the health of the client’s contract. This position will own and ensure their client deliverables are being managed effectively through client management, best-practice delivery, leadership, and hands-on project management to ensure an overall high-level of customer satisfaction and profitability.

Requirements

1-3Years of Project Management experience
Experience with technical project management delivery inoneor more of the following technology platforms:
Microsoft Enterprise Infrastructure Solutions
Active Directory & Exchange
SharePoint
Microsoft Enterprise Desktop Platforms
Systems Center
Windows Desktop
App-V
Data Center Virtualization Platforms
VMware, Hyper-V
Data Center Storage & Management Platforms
Data Storage Technologies (i.e. NetApp, EMC, etc…)
Data Backup & Recovery (i.e.CommVault, etc...)
Enterprise Data networking
Unified Computing (i.e.Cisco US)
Data Network (i.e.Cisco LAN, WAN, Wireless, Security, etc...)
Voice Over IP and Desktop Video (i.e.Cisco Unified Communications, Microsoft Lync)
Enterprise Voice Services
Voice Over IP and Desktop Video (i.e.Cisco Unified Communications, Microsoft Lync)
Excels in software such as Outlook, OneNote, Power Point, Excel, & Word.
Budget tracking and complex cost benefit analysis for budgets ranging in10K – 50K
Excellent communication skills – written and verbal

Nice To Haves

ExperienceinServiceNow.
System Development Life Cycle (SDLC) knowledge.
PMP (Project Management Professional) or experience managing projects in a matrix environment.

Responsibilities

Manages day-to-day operational aspects of managedservices clients' environmentsto ensure client satisfaction and profitability.
Build knowledge of client’s business, organization, andobjectivesand strategize with the client on opportunities to grow and strengthen our relationship.
Owner of client support, case and change management, meetings, and documentation.
Create,maintain, and update process and procedure documents.
Manage and drive resolution for P1 – Critical cases.
Assist Lead and other Senior Delivery Managers with requested tasks.
Resolves and/orescalatescases and problems ina timelyfashion.
Identifiesresources needed and assigns individual responsibilities.
Reviewsdeliverables prepared by team beforepassingto client.
Effectively applies ourmethodologyand enforces operational readiness standards.
Prepares for engagement reviews and quality assurance procedures.
Minimizes our exposure and risk by ensuring the health of the client environment and deliverables are met.
Effectively communicates relevantinformation to superiors, both internally and client-facing.
Understands how to communicate difficult/sensitive information tactfully.
Ensuresclient documentation is complete, current, and meets our standards of excellence.
Manages the process of innovative change effectively.
Builds a knowledge base of each client's business, organization, andobjectives.
Work with business development tovalidateservice SOWs and/or support contracts.
Maintains awareness of new and emerging technologies andthe potential applicationin client’s IT environments.
Other duties as assigned.