1 cybersecurity service delivery manager sdm Job in parsippany, nj
Georgia IT is Hiring a Service Delivery Manager - Parsippany, NJ Near Parsippany, NJ
General tasks and responsibilities
Lead delivery of Infrastructure services by creating and implement processes, training plans, staffing models, and team structure to support customer needs
Responsible for the successful planning, implementation, and management of the outsourced services where success criteria include meeting SLAs and quality requirements.
Serve as first point of escalation for issues coordinating with Internal Teams, managers and/or vendors to resolve technical or operational problems pertaining to Infra Services.
Provide governance, vendor management, change management, knowledge management, and continuous improvement covering all operational activities.
Manage, update, and evolve existing Incident, Major Incident, and Service processes along with requisite business and technical communications
Daily monitoring of volumes and trends, create & leverage ServiceNow dashboards to review metrics and notify Leadership about the Top drivers and suggestions
Create and monitor the queue activity using the Telephony reports and Dashboards, to ensure Teams are managing incoming queues well, and look out for volume trends
Manage vendor contract and any variations to scope; performed monthly operational reviews.
Develop and implement continuous improvement program to enhance service delivery to company business.
Review L1 agent performance periodically and ensure growth of team competence and effectiveness.
Manage internal relationships required to deliver service obligations.
Provide coaching and assistance to call center agents on an ongoing basis
Check-in with all team members individually to assess their job satisfaction, workload, team dynamic, etc.
Minimum Qualifications10 years' experience in IT and Contact Center Operations with 4 - 5 years in a management role.
Bachelor's degree in IT/IS or related field
Expertise in the following areas
- ServiceNow reporting and dashboards.
- ITSM processes and procedures specifically Incident, problem, request, knowledge, and Change management processes
- Supporting an IT outsourced environment, including service desk, field maintenance, PC support, network operations, data center and applications development and maintenance.
- Service delivery and relationship management with an IT/Infrastructure environment.
Excellent skills on Excel and PowerPoint, Reporting and Analytics.
Strong Working Knowledgeable InModern Microsoft technologies (Office365, AD, Windows OS, etc)
Metrics gathering and reporting
Strong in critical thinking and analysis
ServiceNow Reporting & dashboards
Job Summary
Contractor
IT Outsourcing & Consulting
$132k-164k (estimate)
06/04/2024
06/23/2024
georgiainfotech.com
East Brunswick, NJ
<25
IT Outsourcing & Consulting
Related Companies
The following is the career advancement route for Service Delivery Manager - Parsippany, NJ positions, which can be used as a reference in future career path planning. As a Service Delivery Manager - Parsippany, NJ, it can be promoted into senior positions as a Project Manager Sr. - Construction that are expected to handle more key tasks, people in this role will get a higher salary paid than an ordinary Service Delivery Manager - Parsippany, NJ. You can explore the career advancement for a Service Delivery Manager - Parsippany, NJ below and select your interested title to get hiring information.
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Quotes from people on Service Delivery Manager job description and responsibilities
They are primarily responsible for supervising department operations, making sure everything runs smoothly so that their customers feel satisfied.
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Career tips from people on Service Delivery Manager jobs
View more details on Service Delivery Manager salaries across the United States.
03/01/2022: Atlanta, GA
There are some soft skills and hard skills that service delivery managers require to perform their duties.
02/03/2022: Portland, OR
The customer service agent and service delivery manager are always at the forefront of the organization.
02/12/2022: Provo, UT
Manage To Operate Tactically And Strategically.
01/01/2022: Cincinnati, OH
Be The Key To Driving Operational Effectiveness.
02/04/2022: Appleton, WI
Step 3: View the best colleges and universities for Service Delivery Manager.
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