Service Delivery Manager - D2Ops

World Wide Technology; Maryland Heights (MO); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Health and Wellbeing benefits

401k with Company Matching

Paid Time Off & Holidays

Tuition Reimbursement

Pet Insurance

Job summary

World Wide Technology is seeking an experienced Solutions Consulting & Engineering professional to provide operational oversight for Managed Services clients. You will coordinate incident response, escalation, documentation and cross-team collaboration to ensure service quality.

Join a global technology leader with strong benefits and career growth opportunities across multiple clients and projects. The role includes an on-call rotation and close collaboration with Process and Compliance

Qualifications

• Experience in ITIL Service Management practices including Incident, Change, Request and Problem Management.
• Excellent documentation, written, verbal and presentation skills.
• Ability to communicate well with customers and co-workers.

Responsibilities

• Provide operational oversight to multiple Managed Services Clients.
• Act as escalation point 24x7x365 for all Managed Services operational issues.
• Attend internal and external meetings related to assigned customers.
• Review incidents, changes and requests daily and monitor SLA/SLT/SLO metrics.
• Prepare and conduct weekly operations meetings for all assigned Managed Service Clients.
• Create and update documentation including Standard Operating Procedures.

Skills

Incident Management

Crisis Management

Project Management

Documentation skills

Customer communication

Teamwork

Problem-solving

Strong written and verbal skills

Tools

ServiceNow

SharePoint

Job description

Why WWT

At World Wide Technology, we work together to make a new world happen. Our important work benefits our clients and partners as much as it does for our people and communities across the globe. WWT is dedicated to achieving its mission of creating a profitable growth company that is also a Great Place to Work for All. We achieve this through our world-class culture, generous benefits, and by delivering cutting-edge technology solutions for our clients.

Founded in 1990, WWT is a global technology solutions provider leading the AI and Digital Revolution. WWT combines the power of strategy, execution, and partnership to accelerate digital transformational outcomes for organizations around the globe. Through its Advanced Technology Center, a collaborative ecosystem of the world's most advanced hardware and software solutions, WWT helps clients and partners conceptualize, test and validate innovative technology solutions for the best business outcomes and then deploys them at scale through its global warehousing, distribution and integration capabilities.

With over 14,000 employees across WWT and Softchoice and more than 60 locations around the world, WWT's culture, built on a set of core values and established leadership philosophies, has been recognized 14 years in a row by Fortune and Great Place to Work® for its unique blend of determination, innovation and creating a great place to work for all.

Want to work with highly motivated individuals on high-performance teams? Join WWT today!

What is the Solutions Consulting & Engineering Team and why join?

Solutions Consulting & Engineering is an organization that is customer-focused and solutions-led. We deliver end-to-end and emerging solutions to drive customer satisfaction and increase profitability and growth. Our world-class management consulting, delivery excellence, and engineering brilliance enable our success. We embody the OneWWT mindset by bringing the right talent at the right time from anywhere within WWT to solve our customer’s problems. Our goal is to bring together business acumen with full-stack technical know-how to develop innovative solutions for our clients’ most complex challenges.

This position will be focused on providing operational oversight on Managed Services clients and assisting on all aspects of multiple high-priority projects and incidents, which often requires considerable resources and high levels of functional integration. This position will include an on-call rotation schedule with team members to provide 24X7 support for Managed Services Critical issues.

Responsibilities

• Integrate with Managed Services teams to include Managed Services Customers
• Escalation point 24x7x365 for all Managed Services operational issues
• Provide operational oversight to multiple Managed Services Clients
• Attending all internal and external meetings related to assigned customers
• Experience in ITIL Service Management practices, including Incident, Change, Request and Problem Management
• Daily review of all incidents, changes, requests, problems, and all Managed Services monitoring tools for assigned clients
• Monitor SLA/SLT/SLO measurements to ensure compliance daily for assigned clients
• Prepare and conduct weekly operations meetings for all assigned Managed Service Clients
• Assist in preparing Operational reporting for the Monthly and Quarterly meetings
• Manage Infrastructure Services Escalation bridges
• Create and present Root Cause Analysis for all Critical Incidents
• Work closely and support Process and Compliance leadership
• Create and update documentation including Standard Operating Processes and Procedures
• Perform training of Command Center processes to new employees across Professional Services
• Build, develop and maintain OEM and Vendor relationships as needed

Qualifications

• 5+ years of Incident Management, Problem Management, or Crisis Management experience required
• Exposure to technology projects and project management
• Advanced Skills in MS Office applications including Excel, Work, and Outlook
• ServiceNow and SharePoint experience is a plus
• Ability to work independently and aggressively track incidents
• Excellent documentation skills and attention to detail
• Ability to communicate well with customers and co-workers
• Ability to work in a team environment
• Strong problem-solving skills
• Strong communication skills (written, verbal, and presentation)

Certain states and localities require employers to post a reasonable estimate of salary range. A reasonable estimate of the current base pay range for this position is $76,000.00 CAD to $120,000.00 CAD annually. Actual salary will be based on a variety of factors, including shift, location, experience, skill set, performance, licensure and certification, and business needs. The range for this position in other geographic locations may differ. Certain positions may also be eligible for variable incentive compensation, such as bonuses or commissions, that is not included in the base pay.

The well-being of WWT employees is essential. So, when it comes to our benefits package, WWT has one of the best. We offer the following benefits to all full-time employees:

• Health and Wellbeing: Health, Dental, and Vision Care, Onsite Health Centers, Employee Assistance Program, Wellness program
• Financial Benefits: Competitive pay, Profit Sharing, 401k Plan with Company Matching, Life and Disability Insurance, Tuition Reimbursement
• Paid Time Off: PTO and Sick Leave (starting at 20 days per year) & Holidays (10 per year), Parental Leave, Military Leave, Bereavement
• Additional Perks: Nursing Mothers Benefits, Voluntary Legal, Pet Insurance, Employee Discount Program

We strive to create an environment where all employees are empowered to succeed based on their skills, performance, and dedication. Our goal is to cultivate a culture of belonging that encourages innovation, collaboration, and respect for all team members, ensuring that WWT remains a great place to work for All!

If you have any questions or concerns about this posting, please email [e-mail].