Service Delivery Manager

CRG Corporation.
Boston, MA
19 Feb 2025

Vacancy expired!

Service Delivery Manager

Location: Must be located within one of these states: CT, DC, DE, GA, IL, KY, MD, ME, NC, NH, NJ, NY, PA, RI, SC, TN, WI, WV Duration: 3 Month, Contract to HirePay: 50.00+ /hr

JOB DESCRIPTION Pushing the bounds of the retail world, this company is highly successful and accumulates over fifty billion dollars in annual revenue. Diversity of thought, community, and even location is paramount to this company, which is why this company has expanded their communal reach to over two thousand different storefronts. With a mind for diversity, this company understands the worth of their employees and they strive to create a practical work life balance for their employees. This practical and diverse mentality is extended to the ample opportunities that they offer to their employees, including overtime for contractors, as well as other monetary and title-based incentives. Longevity of employment is pivotal to this company, and they actively search and create long term employment options even for contractors. Between the diversity that this company offers and the job security that this company offers, even to contactors, this company proves that it has an unequivocal entrepreneurial spirit and is insurmountably invested in their employees.

This position is responsible for ensuring Service Management which includes the resolution of incidents which may occur to IT systems which are supported by internal IT teams and multiple vendors. This Manager must act as the gatekeeper by enforcing change, security accreditation, testing, and releasing processes. This role manages the end-to-end operations processes of Service Operations, Service Introduction, and Service Delivery processes by ensuring proactive and efficient operations of our technology solutions used to support the business (keeping all the applications and vendors for those applications running for 2000+ stores as well as eCommerce solutions). This includes managing operations in accordance with Service Level Agreements (SLAs), driving continuous improvement, and managing the quality root cause / corrective action processes. This role will act in the capacity of leadership liaison interfacing with a group of associates to help organize and escalate issues to bring issues to resolution or drive for completion of the Incident and Problem management practices.MANDATORY REQUIRMENTS:
  • Network/Data Center: Moderate to expert level
  • Experience with the past five years directly with our company
    • Former AssociateOR
    • Worked on our account with one of our primary vendor partners - Verizon or Acuative
QUALIFICATIONS:
  • Agile
  • Dev/Ops
  • IN depth Cloud Knowledge
  • Retail knowledge in the grocery or similar industry
  • Self-Directed
  • Process development / improvement
  • Documentation
  • Able to influence and lead
  • Comfortable with initiating and leading change
  • Communication up and down the organization
  • Curious and fast learner
  • Active listening skills
  • Organization skills specifically around ability to handle multiple objectives with conflicting timelines and priorities
  • Has to have led others in an official or unofficial capacity in the past (team lead for example)
  • Service Design Packages knowledge
  • "Plan" and "Build" versus "Run" and "maintain" but well versed in Run and maintain (operations) is a plus
  • Entrepreneurial spirit
  • Able to drive out opportunities
  • Excellent corporate knowledge
  • Know how to get things done in an international large organization versus a small organization (politics, \"read the room\", influence)
  • Able to get things done through others
Experience:
  • Leadership: 2 years
  • Service Delivery / ITIL: certification (v3 or v4 Foundations) or 3 years of experience
  • Certifications in Network (Network +, Cisco, etc) and Server (Windows, VM and Unix)
  • Project management experience: would prefer Agile / Scrum but will accept Waterfall if they were a key person on the projects and not just "on" the project
Ideal person:
  • Experience in ServiceNow (Incident, Change, Problem, CMDB, Knowledge)
  • Project experience as key role and contributor (Agile / Scrum preferred, waterfall acceptable)
  • Infrastructure (Network and Data Center, managing resources), specifically Network and Data center on the job experience for a good number of years or
  • Leadership
    • Active Listening skills
    • Organization skills specifically around ability to handle multiple objectives with conflicting timelines and priorities.
    • Has to have led others in an official or unofficial capacity in the past (team lead for example)
  • Service Delivery
    • Must have experience working with multiple partners to deliver results.
    • Vendor Management experience (internal and external suppliers)
    • Internal customers and suppliers experience
    • Experience in actively pursuing / driving Problem Management Root Cause and trending
Category Code: JN008
  • ID: #49294311
  • State: Massachusetts Boston 02116 Boston USA
  • City: Boston
  • Salary: USD TBD TBD
  • Job type: Contract
  • Showed: 2023-02-19
  • Deadline: 2023-04-19
  • Category: Et cetera