Job Description

• Managing the day-to-day operational delivery of Services to the Customer, including efficient and effective management of the technical staff and tools
• Ensuring delivery and continuity of daily operations, support, maintenance and administration for the services
• Identifying risk and issues in the delivery of the Services on a regular basis and making sure they are managed to resolution in collaboration with the customer
• Manages the development and implementation of operational and configuration Changes to the technical components for the area of responsibility
• Manages and assesses the quantity and quality of staff resources used in the delivery of Services and makes recommendations for corrective actions to management when necessary to address issues
• Maintains and supports the in scope technical components to the requirements in the Statement of Work that is within the area of responsibility for the Service Manager
• Ensure staff resources have the proper knowledge, training, and skills, along with following the Providers customer-approved Procedures in delivery of the Services as required in the Agreement
• Assist management in making decisions to improve service delivery and quality at an operational level; and
• Provide recommendations on technologies, tools, and products to be adopted to meet the present and future requirements of the Customer

Must Have’s:

• Strong project, customer service, communications, and service management skills based on experience with outsourcing arrangements
• Expertise in working with Managed Service Providers (MSPs)
• Knowledge and experience of industry standards such as ITIL version 3, ISO 20000-1:2011, COBIT, and CMMI — SVC at level 3 at minimum
• Certified ITIL service management foundation
• Training, experience, and certification in the technical components and tools managed
• Strong knowledge of management of staff resources, including the ability to motivate staff and resolving issues and conflicts
• Knowledge of service integration processes and procedures in a sourcing environment, including the ability to work with other; Providers to meet the customer’s end-to-end service levels; and
• Ability to manage ITSM management processes and procedures in an outsourcing environment

Good to Have:

• 8 years of experience in managing service delivery for similar services for a similar-sized organization compared to the customer
• At minimum certified ITIL service management foundation
• IT technical certifications would be desired related to the in-scope components, tools, and services; and
• An associate degree in business, technology, or related field, but a bachelor’s degree would be preferable

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