Service Delivery Manager :: Dallas, TX

Role: Service Delivery 
Location: Dallas, TX   
Duration: 6+ Months Contract to hire    
 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 regularly 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 are within the area of responsibility for the Service Manager

• Ensure staff resources have the proper knowledge, training, and skills, along with following the Provider's customer-approved Procedures in the 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

• 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

• Must know about Cloud Azure /Google Cloud Platform / AWS and Automation tools and techniques

• Training, experience, and certification in the technical components and tools managed, such as SolarWinds/ Control-M/ Stack Storm

• Strong knowledge of management of staff resources, including the ability to motivate staff and resolve 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 a minimum, certified ITIL service management foundation, Cloud, and any tools certification

• IT technical certifications would be desired related to the in-scope components, tools, and services; and

• An associate degree in business, technology, or a related field, but a bachelor s degree would be preferable

 Equal Employment Opportunity (EEO) Statement:
VLink is an equal opportunity employer committed to fostering an inclusive environment where diversity is celebrated. All qualified applicants will be considered for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. Employment is contingent upon successful completion of a background check and/or drug screening, as applicable. Applicant information will be handled in accordance with VLink's privacy policy.