Service Delivery Manager

Service Delivery ManagerJob Number: 350498Category: -Enterprise ITDescription: A Service Delivery Manager position is currently available at Belcan and can be supported in person from one of our following locations: Windsor, CT, West Palm Beach, FL or Cincinnati, OH. This is a full-time, direct hire position. Well qualified applicants will have 5+ years in computer support and/or customer service including direct interaction with business stakeholders.The Service Delivery Manager is responsible for managing delivery of existing and new services across the organization and ensuring service levels are maintained at or above expected levels for customers and locations within their purview. Ensures Service Support and Service Delivery processes are in place to meet business needs. This position is a stakeholder facing role and requires that you establish and manage expectations within the business and drive those expectations to a high standard. The service delivery manager acts as liaison between the IT organization and its customers, be they internal or external.Responsibilities and Daily Activities:

Assists in communicating and consulting with the Business, ITSG Groups, Business Relationship Managers, Project Management, and other internal groups as well as any external non-Belcan vendors or support agencies.

Assists in providing direction and rapid movement for high priority requests, incidents, and escalations.

Responds to, and acts upon Event Management Alerts and Notifications to reduce impact and cost to Business.

Responds to and acts upon Site Security incidents and notifications; ensuring the appropriate individuals and groups are engaged when an incident occurs.

Champion Service and Support in projects and developing a strong understanding of projects impacting your service area and ensuring service impact is minimized and agreed upon.

Is accountable for the quality of Service and performance; ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systems.

Assists with IT Asset Management and Procurement to ensure the Business and their employees have the equipment needed to remain productive.

Provides Reporting and Documentation to Management as required/requested.

Participate in project management activities, including assignments that do not meet project level requirements, but do require the same or similar responsibilities.

Skills and Requirements:

5+ years in computer support and/or customer service including direct interaction with business stakeholders

Excellent written and verbal communication skills.

Ability to communicate technical information to users, customers, and stakeholders with various computer knowledge skill sets.

Excellent problem solving, troubleshooting, and decision-making skills.

Exceptional customer service skills.

A passion for Service Improvement.

Experience of managing 3rd parties and 3rd party delivered services.

Service Management or Support in a large-scale and diverse environment of incident management, escalation procedures and related disciplines.

Knowledge of ITIL disciplines.

Willingness and ability to support and mentor junior staff.

Able to work under pressure and meet deadlines.

Able to demonstrate a high degree of flexibility including out of hours working.

Able to manage sensitive and sometimes confidential information.

Due to the nature of our work US Citizenship and the ability to obtain a US Government Security Clearance is required.

Compensation:We provide a competitive pay and benefits package. This position is offering a salary rate of $72,000-$78,000 however, Belcan considers several factors when extending an offer, including but not limited to education, experience, geographic location, and discipline. Benefits offered may include health care, dental, vision, life insurance; 401(k); education assistance; paid time off including PTO, holidays, and any other paid leave required by law.'As an employee with Belcan, you will be part of one of the largest engineering firms in the United States. We maintain a small-company atmosphere as well as open communication at all levels of our organization, allowing for much more dynamic decision-making processes. We offer flexible schedules as well as an excellent mentoring system to ensure that you have all the knowledge and tools you need to meet a diverse range of engineering challenges. You will also have opportunities to advance to positions of greater responsibility, including management roles. Your hard work and professional dedication will be rewarded with a competitive compensation package. Build a challenging and rewarding career with an industry leader!EOE/F/M/Disability/Veteranswww.belcan.comLocation: Windsor , CTMinimum Experience (yrs): 5+Required Education: High School DiplomaBenefits: Return to search results Email this job to a friend (emailjobs.asp?jonum=350498) If you have previously registered with us, pleaseLog in (memberlogin.asp) to apply for this position.Logged in members may also add jobs to their job cart