Service Delivery Manager/SDM- Remote

New Path Web; United States; Remote; USD 50,000 - 90,000; Full time

Job summary

A forward-thinking company is seeking a dedicated service delivery manager to oversee the service management function. The ideal candidate will possess a strong understanding of ITIL V4 and ISO 20000 best practices, ensuring that service delivery processes are adhered to and service level agreements (SLAs) are consistently met. This role involves managing the support queue, triaging issues, and effectively allocating resources to meet operational demands. If you are passionate about service excellence and thrive in a dynamic environment, this opportunity is perfect for you.

Qualifications

• Understanding of ITIL V4 and ISO 20000 best practices.
• Experience with support portal tools.

Responsibilities

• Own the service delivery function and ensure SLAs are met.
• Manage the support queue and triage issues effectively.

Skills

ITIL V4

ISO 20000

Jira Service Management

Zendesk

ServiceNow

Tools

Jira Service Management

Zendesk

ServiceNow

Job description

Must understand service management best practices such as ITIL V4 and ISO 20000 (ITIL certification ideal).
Must have experience with industry standard support portal tools such as Jira Service Management, Zendesk, ServiceNow.
Australian Shift.

Required Candidate Profile

Own the service delivery function, ensuring processes are followed, SLAs are met, and regular releases are planned and successfully carried out.
Manage the support queue, triage issues, and resource allocations.