Information Technology Service Delivery Manager

Job Title: IT Infrastructure - Service Delivery Manager

Location: Plano, TX (Hybrid)

Employee Type: Contract to Hire

Duration: 12 Months

Job Description:

• Manage client relationship, communications, expectations, and escalations, including reporting (standard operations, requests, and RCAs); be the client's advocate.
• Act as the primary point of contact for operational & tactical issues, representing delivery of all in-scope services to the customer, including timely and cost-effective execution of Service Level Agreements (SLA’s) while identifying & recommending service delivery optimization.
• Plan, direct, and monitor operational / tactical activities of team.
• Handle cross-functional escalations.
• Maintain strong relationships with customers and other functional managers.
• Solve complex business/technical issues within established policies.
• Deliver regular fleet reporting and SLA metrics.
• Lead/contribute to team meetings, maintaining transparency of service strategy and key operational responsibilities.
• Build and maintain relationships with the Client Success Manager, displaying a healthy blend of flexibility, proactivity and control in your approach.
• This position will need to support after-hours issues, user calls, and planned outages.
• Drive problem-management and continuous improvement within projects.
• Problem solve and report open incidents, project changes, near-approaching SLA breaches, and past- due build dates.
• Work with the client and the team to facilitate key activities, such as building milestones, patching, upgrades, DR test, and other key project tasks and milestones.
• Provide regular reporting on project status, ITSM standard operations, and requests.
• Be engaged for P1 tickets for your client, helping to coordinate communication decisions for outages exceeding one hour; Keep the stakeholders and management apprised of status as per outage communication plans.
• Assist with renewal discussions and facilitate conversations for new opportunities.
• Work with resources to improve their skills and identify growth and leadership opportunities.
• Understand and closely monitor the scope of the project onboarding support responsibilities for each assigned project.
• Identify and facilitate all opportunities for automation.
• Be aware of the overall technical scope and architecture for projects assigned; update regularly.
• Facilitate issue resolution and build tasks for team members on projects.
• Problem solve and report open incidents, project changes, near-approaching SLA breaches, and past- due build dates.