We're seeking a talented Service Delivery Manager (SDM) in Warren to maintain, operate, support, and monitor corporate infrastructure, ensuring customer satisfaction.
This individual contributor role involves coordinating, owning, and taking responsibility for operations, Vendor management, crisis management, and VIP support.
You'll manage and technically support corporate platforms, systems, and networks, working closely with customers and managers to provide an exceptional customer experience.
Additionally, you'll be responsible for continually improving service delivery, monitoring service performance, identifying potential issues, and proposing solutions, and managing projects to ensure optimal business outcomes.
Some of your key responsibilities:

• Providing single accountability working closely with our key customers and managers
• Establishing and maintaining high availability and resilience of platform services. Ensuring rapid and robust resolution of incidents during normal operations.
• Monitoring service performance against SLA and SLOs, ensure targets are consistently met and identify areas for improvement.
• Identifying, raising, and monitoring potential service risks.
• Maintaining/developing our Standard Operating Procedures and overall Documentation
• Coordinating and driving the timely investigation and resolution of service incidents, using root cause analysis (RCA) techniques
Who are you :

• You have a degree in computer science, information technology, or a related field.
• You have several years of experience working in IT in a fast-paced environment, with experience in IT service management within an IT Services Company, IT operations, or technical support. Ideally as Service Delivery Manager.
• You have experience of working in multi-disciplinary teams with multiple stakeholders. With experience in working on process and procedures development and implementation.
• You have Knowledge and demonstrated experience of key ITSM principles, processes and procedures e.g. SLA management, change management, capacity management, incident management, etc..
• ITIL certification preferred and overall, very good understanding of concepts as Cloud hosting technologies, Infrastructure (System / Network / Security / DB), DevOps.
Job Restrictions:

• Hybrid Schedule: remote work allowed Wednesday & Thursday only.
• Direct Hires (no Agencies).
• Only considering applicants in regional area (NY, NJ and PA).
• US Citizens or those legally allowed to work in the US only.
• Will not hire on a contract basis.