CLIENT JOB TITLE: Service Delivery Manager
The Client Service Delivery Manager will report to the Program Delivery Executive and will assume responsibility for the performance of all project activities in the absence of the Program Delivery Executive. The Service Delivery Manager will be the key individual overseeing the service delivery process during the transition (with the exception of transition specific related activities) and during steady state throughout the life of the contract. The Service Delivery Manager will coordinate service delivery activities with the Change, Problem, and Project Managers to ensure contractual conformance, identify potential problems, set and adjust priorities, and redirect activities as necessary to achieve the goals of the project. The Service Delivery Manager also will ensure that the Client Change, Configuration and Release Management Programs are being implemented within ITIL standards.
? Assist the Program Delivery Executive in all governance duties as directed
? Provide business support and coordination during global implementation
? Oversees change management process
? Secure alignment of customer, Client and Third Party vendor service processing systems
? Establish, implement and monitor change management process including chairing monthly management meetings
? Issues relevant change control status updates and facilitates in-scope and out of scope changes.
? Establishes the format of the periodic change management reports and provide the report for all Client core services
? Identifies any issues discovered regarding Client' performance including failure by Client to meet any SLAs, and presents a "resolution plan? to Program Delivery Executive to resolve
? Specifies process flow of change requests, validation, and approval ? specific for non-standard changes, and coordinate with NOC and moves, adds, changes, and deletes (MACD) process through the Client Customer Portal
? Communicates changes using the agreed to change management processes
? Supports the Account Team in all problem escalations/notifications associated with scheduled network scheduled maintenance and planned outages
? Minimum BS/BA, or equivalent, with 8-10 years of job-related experience, MBA a plus
? Extensive supervisory experience in telecommunications preferably in managing large international accounts.
? Project Management (PMP) certification preferred
? ITIL Foundation Certificate and ITIL conversant a pluS