IT Service Delivery Executive - Projects & Incidents

TekWissen LLC; City of Albany (NY); Sur place; USD 80 000 - 100 000; Plein temps

Résumé du poste

TekWissen LLC seeks an experienced Service Delivery Manager in Albany, New York, to enhance client service delivery in I/T operations. The ideal candidate will have a strong background in service delivery management, incident management, and project management.

With a minimum of 3-5 years of specific experience required, they will lead a service delivery team, implement solutions, and ensure client satisfaction by improving service quality and performance metrics. Strong communication skills and leadership are essential.

Qualifications

• 3-5 years in Service Delivery Management required.
• 5 years in Project Management required.
• 3-5 years in Incident Management experience needed.
• 3-5 years in Change Management experience required.
• 3-5 years in RFS Management required.

Responsabilités

• Build client satisfaction through service development and delivery.
• Act as primary point of contact for client I/T operations.
• Lead service delivery teams to develop strategies and solutions.
• Manage technical resources to support organizational needs.
• Identify improvement opportunities to enhance service.
• Own and report on service quality metrics.
• Expertise in project management methodologies and technologies.

Connaissances

Leadership – Team and cross‑organizational

Service Improvement management

Risk Management Skills

ITIL Foundation knowledge

Business & IT Challenges analysis

Communications – Written and Verbal

Network knowledge

Resiliency skills

ITIL Process familiarity

Description du poste

TekWissen provides a unique portfolio of innovative capabilities that seamlessly combines clients insights, strategy, design, software engineering, and systems integration.

Job Description

General Description:

The skills desired are I/T service delivery management skills in the following towers of operations - data center, server, mainframe, storage, database, or network. Skills require System Management and Control (SMC) disciplines to manage the production environment. Production support includes normal maintenance and currency activities, as well as support of Sev 1 incidents. Skills required in improving service delivery model for client such as Root Cause Analysis process, capacity/availability management, and continuous improvement.

• Build client satisfaction through formulation, development, implementation, and delivery of I/T Services, responding to client requirements as defined by service specifications or requests for new services.

• Work with the delivery organization as a primary point of contact for client requirements and expectations with regard to I/T operations.

• Provide leadership to the service delivery team and direct teams to develop program, project, product, and business strategies, implementing resulting solutions to meet deliverables.

• Manage technical resources and coordinate with client resources to deliver services and solutions to support the client organization.

• Support the Executive team in identifying key areas of opportunity to improve service.

• Own quality of service provided by the delivery organization and are responsible for tracking and reporting on service metrics and performance.

• Project Management methodologies, emerging technologies and technical solutions pertaining to client needs should be areas of expertise.

Qualifications

Experience:

Typical candidates will have already been successful at Service Delivery manager, Delivery Project Executive, or Technical tower line manager roles.

• At least 3 -5 years of experience in Service Delivery Management

• At least 5 years of experience in Project Management

• At least 3 - 5 years of experience in Incident Management

• At least 3 – 5 years of experience in Change Management

• At least 3 - 5 years of experience in RFS Management

Skills:

• Leadership – Team and cross-organizational

• Manage Service Improvement, outages, and critical situations

• Apply Risk Management Skills

• Advise on ITIL (Infrastructure Library) Foundation

• Analyze Business & IT Challenges

• Communications – Written and Verbal, Executive Presentation

2) Network

3) Resiliency

4) ITIL Process

Additional Information

Typical candidates will have already been successful at Service Delivery manager, Delivery Project Executive, or Technical tower line manager roles.

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