Service Delivery Manager

Scicom Infrastructure Services, Inc.; Columbus (GA); On-site; USD 90,000 - 120,000; Full time

Job summary

A technology services company is seeking a Service Delivery Manager based in Columbus, GA. The ideal candidate should have 12+ years of experience in IT operations and application support, with a strong background in incident management and cloud computing technologies like AWS and Azure. The role involves managing incident operations, providing status reports, and ensuring service level agreements are met. Candidates should possess excellent communication skills and a Bachelor's degree in a relevant field.

Qualifications

• 12+ years of IT operations & application support experience.
• Experience managing Level 2 & Level 3 Incidents.
• Hands-on experience with major incident handling.

Responsibilities

• Incident management of Business Applications and server support.
• Provide daily/weekly/monthly account status reports.
• Ensure SLAs are met or exceeded.

Skills

IT operations

Application support

Incident management

Cloud computing

AWS

Azure

Google Cloud

Strong oral and written communication skills

Education

Bachelor’s degree in computer science or equivalent

Job description

Overview

We're looking for a Service Delivery Manager based out of Columbus, GA who has experience working with Offshore teams. This is a full-time permanent position.

Responsibilities

• Incident management of Business Applications, Windows & Linux Server/OS support, Networking, Database, Microsoft productivity tools, TIBCO, Service Now L2 & L3 operations using established Runbooks and ensuring that the Runbooks are up to date as new issues are experienced.
• Adherence to meet/exceed set SLA's agreed upon in the SOW.
• Providing daily/weekly/monthly account status reports.
• Open to help grow the account by learning about client challenges and bringing it to the Scicom management team's attention.

Qualifications

• 12+ years IT operations & Application support experience
• Responsible for managing Level 2 & Level 3 Incidents, Service requests
• Hands on experience working on handling major incident calls
• Perform regular project updates, host weekly meetings, manage templates, documents, and contact lists.
• Knowledge of cloud computing with exposure to AWS, Azure, and Google
• Determines if an incident needs to be escalated according to priority and severity of the issue.
• Ensure that Incidents assigned to their Support Groups are resolved and that service is restored
• Monitor the Incidents and manage workload in their respective queues to ensure that Service Level Agreement and Operational Level Agreement are respected
• Identify Incidents for review
• Document troubleshooting steps and service restoration details
• Create and submit knowledge articles
• Participate in Incident review following major Incidents
• Identify potential problems and/or increasing trend of repetitive Incidents
• Create Knowledge with repeatable procedures with a goal of reducing the number of Incidents
• Act as a point-of-contact and advisor to the client for day to day operational issues
• Provide technical expertise in extracting, integrating, and analyzing critical program data
• Coordinate and implement performance metrics and success criteria across initiatives with reporting and data teams
• Capture lessons learned and process changes for continuous improvement
• Experience in a multi-product, multi-vendor network integration environment in Banking
• Bachelor’s degree (minimum) in a computer science, engineering discipline or equivalent industry experience
• Strong oral and written communications skills
• Highly productive quick learner that seeks and accepts challenges
• Excellent team player with Can-Do attitude and works well under pressure