Service Manager - Datacenter

Quantum World Technologies Inc.; Dallas (TX); On-site; USD 57,400 - 73,800; Full time

Job summary

A leading company in IT Services is seeking a Mid-Senior level Service Manager to oversee operational delivery and ensure high-quality service management. The ideal candidate will have extensive experience with Managed Service Providers and ITIL standards. Responsibilities include managing staff resources, ensuring service continuity, and collaborating with customers to enhance service delivery. This role offers a dynamic work environment focused on customer satisfaction and operational excellence.

Qualifications

• 8 years of experience in managing service delivery for similar services.
• Certified ITIL service management foundation.
• Strong knowledge of management of staff resources.

Responsibilities

• Manage day-to-day operational delivery of services to the customer.
• Ensure continuity of daily operations and support.
• Identify risks and issues in service delivery.

Skills

Project Management

Customer Service

Communication

Service Management

ITIL

Managed Service Providers

Education

Associate Degree in Business

Bachelor's Degree

Tools

ITSM Management Processes

Job description

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Skills: -VMWare, Windows, AD, Exchange, Backup or Storage exp

• Managing the day-to-day operational delivery of Services to the Customer, including efficient and effective management of the technical staff and tools
• Ensuring delivery and continuity of daily operations, support, maintenance and administration for the services
• Identifying risk and issues in the delivery of the Services on a regular basis and making sure they are managed to resolution in collaboration with the customer
• Manages the development and implementation of operational and configuration Changes to the technical components for the area of responsibility
• Manages and assesses the quantity and quality of staff resources used in the delivery of Services and makes recommendations for corrective actions to management when necessary to address issues
• Maintains and supports the in scope technical components to the requirements in the Statement of Work that is within the area of responsibility for the Service Manager
• Ensure staff resources have the proper knowledge, training, and skills, along with following the Providers customer-approved Procedures in delivery of the Services as required in the Agreement
• Assist management in making decisions to improve service delivery and quality at an operational level; and
• Provide recommendations on technologies, tools, and products to be adopted to meet the present and future requirements of the Customer

Must Have’s:

• Strong project, customer service, communications, and service management skills based on experience with outsourcing arrangements
• Expertise in working with Managed Service Providers (MSPs)
• Knowledge and experience of industry standards such as ITIL version 3, ISO 20000-1:2011, COBIT, and CMMI — SVC at level 3 at minimum
• Certified ITIL service management foundation
• Training, experience, and certification in the technical components and tools managed
• Strong knowledge of management of staff resources, including the ability to motivate staff and resolving issues and conflicts
• Knowledge of service integration processes and procedures in a sourcing environment, including the ability to work with other; Providers to meet the customer’s end-to-end service levels; and
• Ability to manage ITSM management processes and procedures in an outsourcing environment

Good to Have:

• 8 years of experience in managing service delivery for similar services for a similar-sized organization compared to the customer
• IT technical certifications would be desired related to the in-scope components, tools, and services; and
• An associate degree in business, technology, or related field, but a bachelor’s degree would be preferable

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Contract

Job function

• Job function

  Information Technology

• Industries

  IT Services and IT Consulting

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