Service Delivery Manager - Austin, United States - Compucom

Compucom

Verified Company

Austin, United States

3 weeks ago

Posted by:

Mark Lane

beBee recruiter

Description

Overview:

Responsibilities:

Job Description Summary:

This role will be onsite in Dallas, TX

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.

Qualifications:

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