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Santa Clara

    Service Delivery Manager - Santa Clara, United States - APN Healthcare Solutions

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    Description
    Title: Service Delivery Manager
    Fulltime
    Location: Santa Clara, California. Day one onsite

    Responsibilities
    • Process definition and ownership.
    • Primarily the below listed processes.
    • Deskside Support & Service Desk experience are mandatory.
    • (Event, Incident, Request, Access, Release, Change, Problem, Asset, capacity & availability management processes)
    • Should have in-depth knowledge of ITIL framework.
    • Manage a team of 50-70 people (North America & Mexico)
    • Identifies and creates solutions to solve issues and risks escalates to manager where required.
    • Ensure seamless delivery of technology services within agreed SLA.
    • Establish and report monthly on effective, actionable metrics for all IT Service Management processes.
    • Excellent MIS knowledge. Prepare Charts & reports to reflect performance and overall efficiency of operations.
    • Prepare, analyses and evaluate Data pertaining to effective operations controls.
    • Excellent knowledge on Process Excellence and Optimizations
    • ITIL Certificate Preferred


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