Delivery Manager

What We Need & What You'll Do (Responsibilities

• Help coordinate new sales requests, proposals and estimates for client engagements by routing to right team members for the need and make sure sales team gets the help they need on time. Coordinate with software development project managers, when necessary to manage necessary resource allocation for projects. 

• Enhances the expectations of the internal/external customer experience by overseeing the Service Delivery performance of service to customers as per agreed contract and ensures service levels are achieved. 

• Contributes to a team of key internal stakeholders in the NOC and account team to help deliver a quality product to the client. 

• Provides leadership and direction in the service management provision to support business running, growth and transformation activities. 

• Ensures OLA’s and SLA’s and any third-party supplier agreements are in alignment with and capable of delivering services within contracted timeframes. 

• Underpins the Operational Level Agreements within the delivery units where specifically needed (i.e., where the customer requirements differ from the service level in standard service descriptions). 

• Accurately forecasting the demand for services, and appropriate cost by account. 

• Works to mitigate the impact of service failures and improve quality. 

• Acts as the functional manager for all service management processes, being the escalation point for process owners and giving direction to continuous improvement of all service support and service delivery processes. 

• Be the onsite liaison between the operations team and the client, including handling requests for high-priority issues and escalations. 

• Investigates and reports all breaches of OLA’s/SLA’s and Service Management Processes and manages the proposal and implementation of solutions to prevent future occurrences. 

• Prepares Status reports for Customers by working with differing internal and external teams. 

• Prepares monthly Availability Management Reports for Customers and Management, highlighting any service exceptions. 

Who You Are (Qualifications) 
 

• Bachelor's Degree or 4-8 years of experience in a related field. 

• 5+ years of experience managing cloud and/or infrastructure teams like in an MSP. 

• Extensive experience of Customer relationships, confidence, and presence to deal with customers and suppliers both internal and customer facing. 

• Any IT service management certification, like ITIL foundation. 

• Detailed working knowledge of a very broad range of IT systems. 

• Excellent account & delivery skills 

• Strong strategic and tactical account support management & services skills. 

• Strong understanding of Azure, AWS and DevOps.  

• Understanding of Agile software development and Service delivery models.  

• Problem solving capabilities, which includes using several methods to help diagnose the opportunity with general focus on operational efficiency.