Posted Apr 17, 2024 249 views Report Job
Responsibilities:
Strategic Client Management:
- Lead and oversee the client experience across a 24 x 7 x always operations delivery for multiple clients.
- Align ITIL-based service delivery to meet contractual commitments across diverse services and technologies, including but not limited to Route/Switch/Firewall and Voice technologies.
- Manage overall Client program management, ensuring SLA attainment, client communication, reporting, and quality management leveraging operational data.
- Lead Service Delivery Management ATSG-Client governance cadence, including regular operations reviews and SLA reporting.
Operational Excellence:
- Develop and deliver weekly, bi-weekly, and monthly operative ticket and effort reporting from ServiceNow.
- Schedule, develop content for, and lead Quarterly Business Reviews, driving and tracking Continual Service Improvement initiatives.
- Participate in client-facing project reviews, ensuring seamless knowledge transfer to project teams and proper handoff of project deliverables.
Client Collaboration and Vision Development:
- Collaborate with clients to develop and refine their IT vision, identifying new opportunities for ATSG solutions and contributing to business cases for emerging technologies.
- Work with clients to ensure quality support for all IT infrastructure, including internal/co-location/cloud data centers, networks, disaster recovery, and vendor management.
- Identify Continual Improvement initiatives for each client which will drive higher quality, value and benefits for clients
Leadership and Innovation:
- Provide leadership to ensure ATSG's portfolio of services is aligned with clients' business needs and transformation programs.
- Contribute to evolving technical standards, platforms, frameworks, and roadmaps for clients, ensuring effective communication and implementation throughout the service lifecycle.
- Provide input into programs, policies, and procedures for continuous improvement of ATSG's IT managed services.
Qualifications:
- 4+ years of related experience in IT and IT technical staff management.
- Proven track record in Senior Service Delivery management with a focus on superior client satisfaction.
- Extensive experience in network management, including Route/Switch/Firewall and Voice technologies.
- Ability to effectively manage resources in a matrix organization to meet and exceed Service Level Agreements.
- Demonstrated ability to work in rapid growth, dynamic, and transformational organizations.
- Exceptional team player with outstanding interpersonal and communication skills (written and oral).
- ITIL Foundation Certifications highly desired or equivalent ITIL experience.
- Strong knowledge of ITSM tools such as ServiceNow, Cisco Technologies, Totango, and program management.
- In-depth understanding of desktop, server, application, and network environments.
- Minimum of a Bachelor’s degree from a four-year college or university or equivalent experience.
The Senior Service Delivery Manager will be a key player in driving the success of ATSG's client engagements, contributing to strategic planning, and ensuring the highest level of service delivery excellence.
Job Timings: Third Shift (Night)- Pacific / Eastern Time zone
Job Details
dinCloud Pakistan (Private) Limited
dinCloud is an all-encompassing Cloud Service Provider (CSP) with a global footprint of data centers. Our portfolio includes Cloud Hosted Virtual Desktops, Servers, and Databases. For over 10 years, we have been innovating in the cloud space- as a ‘born in the cloud provider. While we have evolved over the years, our core philosophy remains centered on security and transparency, and as such our innovative solutions can be tailored to the unique needs of many businesses and industries. At dinCloud, we maintain a dynamically robust environment that is ever-changing and evolving in parallel with the latest technologies, trends, and industry standards. With a highly skilled and qualified workforce of over 150 personnel in our Islamabad, Lahore, and United States offices, we function with the firm belief that our employees are our greatest and most valued assets.
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