- Oversee and coordinate daily operations to ensure we meet the service levels agreed upon with our clients.
- Maintain and update all operational and client documentation essential for our delivery organization.
- Actively participate in service status meetings, providing insights and analysis on the services delivered to clients, and support the Service Manager and Delivery Project Executive in client meetings.
- Identify and communicate requirements to relevant teams to enhance efficiency and service quality.
- Assist the Service Manager and Delivery Project Executive in establishing metrics to measure client satisfaction regarding our services.
- Manage the recovery process and communication for major incidents impacting our clients’ businesses.
- Coordinate resources to determine the root cause of incidents and work towards resolution.
- Plan and lead teams to expedite technical recovery efforts for significant infrastructure incidents.
- Facilitate real-time communication with clients and management, providing updates on recovery actions, plans, and statuses.
- Bachelor’s degree in Computer Science, Information Technology, or a related field.
- 5+ years of experience in IT service delivery management.
- In-depth knowledge of the ITIL framework and its best practices.
- Strong communication and collaboration skills to work effectively with diverse teams and clients.
- Technical Skills:
- Web Development: Proficiency in Node.js, Next.js, and React.
- Knowledge of integration and API management using MuleSoft.
- Experience with cloud platforms such as Azure and container orchestration tools like OpenShift.
- Background in application support to ensure optimal performance and reliability of software applications.
- Proven experience in managing stakeholder relationships and expectations.
- Familiarity with service level agreement (SLA) management.
- Excellent analytical and problem-solving abilities.
- Experience with risk assessment and management.
- Practical knowledge of forensic analysis and monitoring techniques.
- Strong decision-making and leadership skills.
- Familiarity with ServiceNow for service management.
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