Job ID: 3188172
Job Overview
Altitude Technology Solutions Inc is seeking an experienced and motivated Service Delivery Manager to oversee critical IT operations and ensure exceptional service delivery for their clients. This is an onsite position based in San Jose, CA, requiring a candidate who is local to the area. The Service Delivery Manager will play a pivotal role in managing day-to-day operations, driving service excellence, and fostering strong, lasting customer relationships. This role is crucial for maintaining high standards of service and ensuring client satisfaction through effective management of IT services and support functions.
Key Responsibilities
- Manage the end-to-end delivery of IT services, ensuring strict adherence to Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
- Serve as the primary point of escalation for client-related issues, providing timely and effective resolution.
- Coordinate and collaborate with various cross-functional teams, including technical support, development, and operations, to ensure seamless service delivery.
- Develop, write, and manage Statements of Work (SOWs) and Change Orders (COs) to accurately reflect project scope and client agreements.
- Plan and conduct regular Quarterly Business Reviews (QBRs) with clients to discuss performance, address concerns, and identify opportunities for service improvement.
- Liaise effectively with onshore teams to ensure alignment and coordinated efforts in service delivery.
- Conduct regular service reviews to meticulously track and report on operational metrics, identifying areas for enhancement.
- Proactively identify and mitigate risks associated with service delivery, ensuring business continuity and operational stability.
- Champion a culture of continuous improvement within the service delivery team, implementing best practices and innovative solutions.
- Maintain comprehensive documentation of service processes, procedures, and client communications.
Qualifications
- A minimum of 5 years of progressive experience in service delivery, IT operations management, or a related field within the IT consulting or services sector.
- Demonstrated expertise in using Microsoft Excel and PowerPoint for data analysis, reporting, and presentations.
- Exceptional communication, presentation, and interpersonal skills, with the ability to engage effectively with clients and internal stakeholders at all levels.
- Proven ability in stakeholder management, adept at navigating complex relationships and managing expectations.
- Strong capability to manage escalations efficiently and effectively within a high-pressure, fast-paced business environment.
- Familiarity with ITIL (Information Technology Infrastructure Library) frameworks and Service Management best practices is essential. ITIL certification is highly preferred.
- Experience in managing contracts and understanding of SOWs and COs.
- Strong analytical and problem-solving skills, with a keen eye for detail.
- Ability to work independently and as part of a team, demonstrating leadership qualities.
Additional Information
This role requires the candidate to be local to the San Jose, CA area due to the onsite nature of the position. The ideal candidate will possess a strategic mindset, a commitment to service excellence, and a proven track record of successfully managing complex IT service delivery operations. Experience with access management and other IT-related domains is beneficial.
Special Requirements
Onsite, Need Local
Compensation & Location
Salary: $120,000 – $170,000 per year
Location: San Jose, CA
Recruiter / Company – Contact Information
Recruiter / Employer: Altitude Technology Solutions Inc
Email: a.kumar@atsitinc.com
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