Managed Services, Service Delivery Manager - San Francisco, CA, United States - Saxon Global

Description

Job Title:
Delivery Manager


Type:
Fulltime(Permanent)


Location:
San Francisco, CA(onsite)

Job Description
Managing and exceed Customer expectations and deliver contractual obligations for the user base of the Client globally
Managing a global, very multi-cultural team, ensuring motivated staff, staff development and that employee retention targets are met

Creates and maintains a culture of continuous Service improvement, accountable for delivering value added projects as strategic and tactical objectives.

Accountable for managing Global Delivery and escalation point for multiple service towers such as
TechBar - Onsite Field Support
Workstations Engineering Team

Responsible to ensure compliance of ITSM processes enabling these towers such as Problem management, Service Improvements, Resource management etc.

Will be responsible for P&L
Accountable in ensuring all the key enterprise-wide initiatives and compliance
Accountable and responsible for ensuring SLA performance targets are met.
Responsible for managing Customer perception and expectations.
Conducting perception and customer satisfaction surveys, and ensuring performance on CSAT targets set by management.
Cooperates with horizontal organizations in spreading best practices.
Desired Skills & Experience
Minimum Qualification - Bachelor's Degree
8+ years of overall IT-related experience required, with at least 5 years in managing Global Customers
5+ years of managerial experience with at least a year of managing other managers.

5+ years of working in IT operations with SLAs, ticketing tools and ITIL methodology in a big, corporate environment required.

Expected to have an in-depth understanding of technology, best practices and real-life processes behind End User Computing (desktops and all related centralized solutions).

Prior understanding of remote infrastructure management and concepts around remote management of IT systems
Experience in working with a mixed offshore / onsite model is required.
Demonstrated global cultural awareness is required.
Demonstrated matrix-management skills required.
Flexibility with respect of time - client deliverables must 100% be met with a Can do attitude.
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