Service Delivery Manager

Auxis- US•Fort Lauderdale, FL

11h

About The Position

A Service Delivery Manager (SDM) is a trusted advisor to Auxis’ customers, providing valuable guidance around operations and optimizing their IT infrastructure through quality Service Delivery Management. The SDM provides the necessary client liaison support and daily technical service delivery to ensure the delivery of world-class IT support within their assigned business areas. The SDM provides support across all technical platforms and teams for all aspects of customer delivery, including day-to-day management, quality service delivery, escalations, and roadblock removal. The DM maintains a strong relationship with their customers, gaining an understanding of their customers’ IT organization, assisting in driving continuous service improvement of IT services to improve overall customer satisfaction, including but not limited to ticket management, standardization of service delivery processes, and efficient allocation of resources.

Requirements

6+ years’ experience as a Service Delivery Manager, or IT Account Manager, or IT Manager, with a minimum of three (3) years in the Outsourcing industry or experience in large complex organizations.
Computer-related Bachelor’s Degree with a major or minor in Business Administration or Information Technology, with an emphasis on information technology management
Fluency in English (strong oral and written communication skills) – 85%+
Experience managing and/or supporting IT Infrastructure cloud platforms (AWS, Google, Azure), and security tools or monitoring systems
Experience managing infrastructure at satellite locations and remote site management tools.
Solid background knowledge of network communications equipment and high-level design, Windows server roles and functions, and database foundational knowledge.
Experience working with Desktops, Servers, Virtual Machines, and Tablets.
Background information on VoIP Services and associated phone hardware.
Experience working with multiple vendors in a complicated multivendor support environment.
Experience guiding staff and ticket workflows in a high-volume, day-to-day, tactical service request environment
Knowledge and/or Training on best practices or IT frameworks, such as ITIL v4 (Information Technology Infrastructure Library)
Experience in capturing team performance metrics and presenting to upper management with recommendations for improvement
Strong project management, staff motivation and coaching, customer relationship skills, and experience working under pressure with tight deadlines
Strong people skills coupled with strong communication skills are essential for this role.

Responsibilities

Manage the day-to-day service delivery requests to meet or exceed client expectations.
Understand daily resource (staff) utilization and organize work to maximize delivery of client service requests
Works closely with the delivery teams to ensure customer requests are satisfied within agreed upon timeline and SLA
Manage the creation and accuracy of SOP documentation to ensure the delivery of services is consistent
Participate in project discussions, ensuring proper allocation of staff to balance day-to-day delivery versus project delivery
Act as a technical escalation point for the team and the client, escalating to Ops Director, team leads, and management as needed
Quickly addresses roadblocks that negatively impacts delivery of services
Recommends and implements process improvements to maximize overall account and team efficiencies
Act as a technical project manager for small-medium projects
Working with the team to identify, document, and present innovative recommendations to the customer for improvements in the environment
Assist in managing the ongoing execution of Auxis’ standard operating procedures, including but not limited to Service Request, Incident, Problem, Change, and Configuration Management at assigned accounts.
Assist in managing the delivery of IT Cloud infrastructure services at assigned account(s), including but not limited to compute, storage, network management, operations and support; telecommunications management and support, and, as requested, project-based services, in accordance with the terms of the Managed Services Agreement.
Support other ITO Practice activities, as required, including: Support the design, architecture, implementation, management, and support of complex infrastructure technology environments, including network and server engineering for multiple platforms (Windows, Unix, other middle market solutions), telecommunications, applications management, data center services, co-location and hosting services, etc.
Provide guidance for the deployment of Auxis’ IT Operations methodology and platform, including the implementation of Auxis’ standard operating procedures (Service Request, Incident, Problem, Change and Configuration Management, etc.) for other client environments as needed