Operations

IT Service Delivery Manager

Job-ID: 7712
  • USA - Nationwide
  • Professionals
  • Full-time
Your contact Janel Banos

Be part of us

Hemmersbach provides IT infrastructure services in more than 190 countries with 50+ own subsidiaries. We deliver exclusively for the leading companies in the IT industry. As pragmatic problem solvers, we not only enthuse our customers, but also make the world a better place: 20% of our profits go into our Direct Actions Hemmersbach Rhino Force and Hemmersbach Kids’ Family. That’s why Hemmersbach is The Social Purpose IT Company.

Your Tasks

As a Service Delivery Manager, you are in a client-facing role. You will work with our business partners at top manufacturers in the IT industry and enabling IT services at the most extreme places in the world. The manager will focus on establishing and maintaining a long-term partnership between Hemmersbach and our global clients by managing contracts, tracking metrics, leading professionals responsible for getting services delivered to clients and managing accounts budget. They will execute new account implementation while simultaneously managing current and ongoing business accounts. This is a fast pace business process with permanently changing tasks within different client.

Job Functions

  • Determine and initiate business requirements for new services or changes to existing services by identifying changes to the customer environment and technology trends that could potentially impact the type, level or utilization of services provided
  • Established a customer-focused environment by understanding the customer and their business drivers
  • Monitor and resolve issues and concerns where there are conflicting requirements for services from different business units
  • Assure that the current and future service level requirements (service warranty) of customers are identified, understood and documented in SLA (Service Level Agreement) and service level requirements (SLR) documents
  • Negotiate agreements for levels of service to be delivered with the customer (either internal or externally); formally documenting these levels of service in SLAs
  • Negotiating and agreeing to Operational Level
  • Agreements and other Service Level that support the operation and strategic needs of the client
  • Ensuring that goals are met according to contract guideline and are aligned with SLA and SLR targets
  • Provide service report and update the client on SLA targets as highlighted, investigate and take actions to prevent their recurrence
  • Ensuring that service performance reviews are scheduled, carried out with customers regularly and documented, with agreed actions progressed
  • Ensuring that improvement initiatives are identified in service reviews and are acted on and progress reports are provided to customers
  • Review the service scope, SLAs, OLAs and other agreements on a regular basis
  • Certify that all changes are assess for their impact on service levels, including SLAs, OLAs and established contracts, including attendance at change advisory board (CAB) meetings if appropriate
  • Identifying all customers and other key stakeholders to involve in SLR, SLA and OLA negotiations
  • Managing customer complaints including their recording, management, escalation (where necessary) and resolution
  • Measuring, recording, analyzing and improving customer satisfaction
  • Work with our Sales Director and provide pre-sales support for potential new clients

Our Requirements

  • A Bachelor’s degree in IT, Systems, Engineering, Business or related technical field preferred
  • Minimum of 5 to 7 years of Delivery Management or IT
  • Service or Deskside Operation Management experience preferred
  • Strong understanding of IT industry and Global market
  • Think and act like an entrepreneur and be able to make decisions and assume accountability
  • Fundamental working knowledge of IT Infrastructure, ITIL framework and ITSM
  • Excellent communication skills, both written and verbal
  • Willingness to travel when necessary to visit clients, sites and employees at the various client locations within the state, up to 25%
  • Need to be able to handle large amounts of responsibility while fostering teamwork and ability to develop and mentor subordinates
  • Ability to prioritize account operations
  • Analyze and share your ideas for improvement and efficiency in providing resolution to problems and issues

Your Benefits

We offer a great compensation package, which include:

  • Medical coverage 
  • Dental & Vision Coverage.
  • Life Insurance.
  • Short & Long Term Disability 
  • 401K
  • PTO
ID: 7712 IT Service Delivery Manager USA / Nationwide
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