Service Delivery Manager - Digital Workplace Services

Service Deliver Manager - Digital Workplace Services
Dallas, TX Onsite
Full Time with Zensar

Looking for a workplace where people realize their full potential, are recognized for the impact they make, and enjoy the company of the peers they work with? Welcome to Zensar! Read on for more details on the role and about us.

What's this role about?

This role is the Provider's counterpart to the Organization's Service Delivery Manager and has similar responsibilities but takes the Provider's viewpoint as appropriate.

The Service Delivery Manager manage the Providers Services at a tactical level by designing and managing the Procedures and controls used to deliver services, and they also monitor and report on the Provider s performance via performance measures and metrics. The Service Delivery Manager ensure that the delivery of services is at the required quality and are meeting customer satisfaction, customer services, and business outcome goals. The Service Delivery Managers generally report up to the Account/Engagement Manager.

Here's how you'll contribute:

In this role you will help us:

• Establish metric and controls for service delivery designed to ensure consistently high service performance and delivery meets Service Level Requirements on an ongoing basis.
• Evaluate customer feedback to develop ideas for continued service quality improvements to service delivery.
• Be knowledgeable about the Agreement related to the service requirements for their area of responsibility.
• Ensure that the service delivery for all the Providers services is performed to the requirements defined in Schedule 2A ITSM Statement of Work.
• Develop, maintain, and continuously update Procedures used by the Provider for the delivery Services for the area of responsibility as needed and manage the implementation of Changes to the Services when Procedures are updated.
• Monitor and report on the Provider s performance for that service area of responsibility as required by this Agreement.
• Receive complaints and inquiries from customers for service quality and delivery, and promptly work towards providing a resolution to the issue.
• Assists the Solution Architect in the design and recommendations related to the Services for their area of responsibility.
• Coordinate communication with all parties involved in the service delivery process to ensure end-to-end delivery of services to the Customer s End Users.
• Develop and maintain relationship with Customer s counterparts for the delivery of services within their area of responsibilities.

Skills required to contribute:

We re looking for someone with:

• 10 years of experience in Managing Service Delivery for big organization.
• 10 years of experience in Managing MSP account for big organization.
• Strong experience on managing service desk, desk side support, SCCM, Intune, Exchange, AD and Cross Functional teams.
• At minimum certified ITIL service management foundation at a minimum with a practitioner level or higher is desired.
• Strong project, customer service, communication, and service management skills based on experience with outsourcing arrangements.
• Knowledge and experience of industry standards such as ITIL v4, ISO 20000, COBIT, and CMMI SVC at level 3 at minimum.
• Preferably trained in ISO 9001 process quality management.
• Strong knowledge of measurement processes, procedures and methodologies, including the ability to drive internal behavior.
• Knowledge of service integration processes and procedures in a sourcing environment, including the ability to work with other Providers to meet customer s end-to-end service levels.
• Able to handle the escalations and ensure to come up with Continuous Improvement plans.
• Ability to understand, design, implement, and manage ITSM management processes and procedures in an outsourcing environment.

Good to Have:

• Other IT best practice certifications would be desired and an associate degree in business, technology, or related field, but a bachelor s degree would be preferable.

Advantage Zensar

We are a technology consulting and services company with 11, 800+ associates in 33 global locations. More than 130 leading enterprises depend on our expertise to be more disruptive, agile and competitive. We focus on conceptualizing, designing, engineering, marketing, and managing digital products and experiences for high-growth companies looking to disrupt through innovation and velocity.

Zensar Technologies is an Equal Employment Opportunity (EEO) and Affirmative Action Employer, encouraging diversity in the workplace. Please be assured that we will consider all qualified applicants fairly, regardless of race, creed, color, ancestry, religion, sex, national origin, citizen status, age, sexual orientation, gender identity, disability, marital status, family medical leave status, or protected veterans status.

Zensar is a place where you are free to express yourself in an environment that values individuality, nurtures development and is mindful of wellbeing. We put our people and customers at the center of everything that we do. Our core values include:

• Putting people first
• Client-centricity
• Collaboration

Grow. Own. Achieve. Learn. with Zensar: ;/p>

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