Service Delivery Manager – FTE – Ft Washington, PA

July 8th, 2015
Title:

Service Delivery Manager – FTE – Ft Washington, PA

Location: Fort Washington, PA
Skills: Service Delivery, Project manager, infrastructure, managed services, ITIL
Type: FTE
Pay Rate: DOE
Post Date: 7/8/15

Service Delivery Manager – FTE – Ft Washington, PA

Job summary: The individual responsible for this role would participate and contribute as an active member of the Service Delivery Team in the definition, creation and execution of customer-centric protocols in line with Managed Services procedures including the development of plans to meet the short, medium and long-term objectives of the business within the Managed Services division. This individual will manage all aspects of Managed Services customer interaction for a subset of customers. He/she will ensure maximal quality of delivery and facilitate workforce planning to ensure effective support of the operational policies and procedures. The Service Delivery Manager will be responsible to maximize profitability and revenue growth of that customer base as well as work with the management team to facilitate the development of new opportunities.

Job functions :

  • 24×7 coordination of activities, incidents, and quality of service (i.e. ensuring customer communications and/or tickets are responded to in a timely manner, proactive monitoring alerts are addressed and communicated, etc.)
  • Communicates all customer, manager, project manager, and team member feedback (positive and negative) to management.
  • Enforces all administrative requirements for the support team and support organization.
  • Administers operational policies and procedures.
  • Acts as a leader to customer team.
  • Accountable for and manages customer satisfaction measured by customer surveys.
  • Performs one or more of the following primary deployment roles:
    • Account Manager
    • Project Manager
    • Develops a thorough understanding of our Mobility processes, systems and services offerings through Policies, Standard Operating Procedures and documented Best Practices.

 

  • Works with Operations Management and other Service Delivery Managers to develop uniform status and customer reporting procedures.
  • Works with operations department heads to select customer team members based upon skill and availability.
  • Directs dedicated customer support teams in the various disciplines within Managed Services.
  • Manages individual customer profitability and preforms sales and marketing within the existing customer base for Managed Services as well as other lines of business.
  • Applies strong project / account management skills to define the scope, plans, schedules, and documentation of solutions.
  • Facilitates meetings that span across multiple departments or accounts simultaneously.
  • Ensures that service delivery management fosters a customer intimate model without compromising operational excellence.
  • Works with and may direct multiple roles within Futura Mobility, customer, and/or subcontractor/partner team organizations.

QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Technical / Business Experience

  • High level understanding of IT infrastructure (operating systems, database systems, and hardware platforms, network topologies, blade computing, etc.) through hand-on technical experience and/or project/program management in similar support-related engagements.
  • Minimum of four years’ experience in regulated industries: Healthcare, FDA, SAS70, PCI, SoX and other regulatory compliance standards
  • Actively involved in the day-to-day Quality activities, (Change review and approval, development of root cause analysis reports, periodic review as required by Quality Management System, Audit participation, etc.) for customers who have FDA or other regulatory requirements

Education and/or Experience:

  • Four year degree or equivalent in a related discipline (e.g., information technology, computer science, business, engineering).
  • Over four years industry experience in a relevant discipline.
  • Over six years of customer/account/project/program management experience in consulting or outsourced services environment.

Personality Traits:

Ability to consistently demonstrate the following qualities:

  • High levels of integrity and dependability.
  • A focus on results, quality and customer satisfaction.
  • Strong leadership qualities and understand and enable team dynamics.
  • Manage work activities effectively.
  • A professional demeanor and appearance.
  • Extremely flexible and adaptable.
  • The ability to function and stay focused in a constant pressure and fast changing operational model.
  • Strong consultative skills.

Professional Skills:

Skills surrounding Incident Management and Disaster Recovery including but not limited to:

  • Immediate triage
  • Guidance and coordination
  • Active involvement in entire issue lifecycle
  • Customer coordination and communication
  • Management of corrective and preventative actions (CAPA)
  • Facilitate root cause analysis
  • 24×7 availability
  • Ability to effectively use project management tools to plan and organize work assignment activities; specifically ITIL experience is a strong plus
  • Ability to learn and understand complex systems
  • Ability to effectively apply conflict and risk management techniques
  • Ability to apply and execute change management policies

Communication Skills:

  • Ability to read, analyze and interpret the most complex documents, including technical journals, financial reports and legal documents.
  • Ability to write the most complex business and technical reports, correspondence and procedure manuals.
  • Ability to independently and effectively present technical information and respond to questions from groups of senior managers and/or project steering committees.
  • Ability to write professional presentations, speeches and articles using original or innovative techniques or style.
  • Requires excellent interpersonal communication and relationship building skills.
  • Requires excellent facilitation skills.

Type: FTE

Salary: $90k to $110k

Please let me know if you would like additional info.

Contact:

To apply, please email resume, including position title in subject line, to Resumes@proactivestaff.com

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