Senior IT Service Delivery Leader – MSP & App Ops (Onsite)
Delta Computer Consulting, Inc.
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Descripción de la vacante
Delta Computer Consulting, Inc. is seeking a Senior IT Service Delivery Manager to oversee day-to-day application support operations and third-party MSPs.
The role focuses on maintaining high-quality IT service delivery by monitoring queues, SLA performance, and KPIs while coordinating with stakeholders, development, QA, and vendors. The ideal candidate has hands-on experience managing outsourced application support providers, driving operational accountability, coordinating enhancements, and
Formación
- Minimum 3+ years of experience in ITSM, Application Support, Service Delivery or Production Support.
- Experience managing incident and service requests queues using ServiceNow, BMC Helix/Remedy, or similar ITSM platforms.
Responsabilidades
- Oversee daily application support activities performed by third‑party MSPs.
- Monitor incident and service request queues to ensure timely resolution and SLAs.
- Review dashboards, KPIs, and service health reports to identify trends and improvement opportunities.
- Escalate missed SLAs and risks, ensuring corrective actions are completed.
- Coordinate with business users, development, QA, infrastructure, and external vendors.
- Manage multiple application enhancements from requirements through deployment and validation.
Conocimientos
Herramientas
Descripción del empleo
Delta Computer Consulting, Inc. is seeking a Senior IT Service Delivery Manager to oversee day-to-day application support operations and third-party MSPs.
The role focuses on maintaining high-quality IT service delivery by monitoring queues, SLA performance, and KPIs while coordinating with stakeholders, development, QA, and vendors. The ideal candidate has hands-on experience managing outsourced application support providers, driving operational accountability, coordinating enhancements, and
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