Service Delivery Manager

JobDescription:

Service Deliver Manager/ Project Manager is engaged with the client accountlevel and is a trusted adviser; providing visibility, service reviews andreporting through all phases of the implementation life cycle.

Thesuccessful candidate will be working closely with other Umbrella teams toensure that all changes to a customers environments are smoothly carried outwhile meeting capacity needs and service level agreements. Earn a TrustedClient Advisory relationship with our clients and team.

Work with customers to provide visibility and guidance around their Servicesaccount through regular Operational Service Reviews and Reporting.

Work with the customers on operational and tactical issues.

Beinvolved in the change management process of the customers environment toensure success and service up-time.

Work with application owners to develop and standardize test, upgrade, andrelease management processes.

Gotoe to toe with customer technical stakeholders on most issues.

Bethe voice of the customer and work with internal Umbrella resources to ensurethat the customers SLAs are met.

Raise internal awareness of customer impacting bugs and/or issues and drive theappropriate prioritization for fixes and/or responses.

Participate in customer requested meetings (onsite or via phone).

Provide oversight of escalation, prioritization, and drive customercommunication during critical events. Be available outside of business hours tohelp coordinate handling of urgent issues as needed

RequiredSkill Set and Experience:

10+years of experience working in a customer facing technical service delivery orsupport role (design, implementation, consulting, infrastructure, and/or cloudservice system administration).

Experience in managed service delivery management.

Experience with virtualization, distributed networks and/or cloud computing ofscale

High level of comfort communicating effectively across internal and externalorganizations.

Knowledge of networking protocols such as HTTP, DNS and TCP/IP.

Previous or current experience in an engineering support technical role(systems or network administration/operations or similar).

Experience with virtualization, distributed networks and/or cloud computing ofscale.

Experience in managed service delivery management.

Technical complex troubleshooting skills in infrastructure services (OS,networking, cloud

Previousor current experience in an engineering support technical role (systems ornetwork administration/operations or similar).

Ability to manage multiple tasks and projects in a fast-moving environment.

Presentation skills; high degree of comfort with both large and smallaudiences.

High level of comfort communicating effectively across internal and externalorganizations.

Theideal candidate must possess customer facing skills to represent Umbrella wellwithin a customers environment and drive discussions with senior personnelregarding incidents, trade[1]offs, best practices, and risk management.

Client Communication and Presentation experience. Soft Skills:

Excellent communication and conversation skills (Verbal and Written.)

Good documentation skills.

Should have a great customer handling skill.

Able to handle unforeseen situations.