Quantam Solutions provides IT solutions and consulting for various clients. We offer a competitive hourly wage, health benefits, paid time off, and a 401(k) plan. We're currently seeking a Program Manager - Service Delivery Manager.

JOB DESCRIPTION:

We are seeking an individual with at least 5 years’ experience in the Service Delivery Manager role to help lead onboarding our current team into the new support model. This person would be responsible for training, documentation, and leading by example along with ongoing mentoring the Service Delivery Managers in their new roles. This will be a 12-month engagement while we complete the transition from our current support model to the new Service Delivery Manager support model.

The Service Delivery Manager is a pivotal role matrixed delivery model that oversees a number of key functions that enable the delivery of high-quality services to our customers, and to ensure Service Delivery processes are in place to meet our customer needs. This position is a customer-facing role and requires the establishment and management of expectations with our customers and will drive the Service Owners to achieve those expectations to a high standard. This position will also act as an internal advocate for our customers’ requirements and work closely with Service Owners who are accountable to the Service Delivery Manager for the delivery of services.

SKILLSET:

The candidate should have technical knowledge of infrastructure services such as Windows VMs, Unix VMs, Containers, Cloud Services, Data Network and Telephony. Azure, AWS, GCP and Cisco knowledge is a plus. The candidate must have a strong ITIL background and ITIL Foundations certification is required, with V4 certification preferred. Below is the list of our technical and soft skills we desire for this position:

TECHNICAL SKILLS:

• Strong computer skills.
• Expert knowledge of ITIL disciplines.
• Ability to manage conflict and offer suitable resolutions.
• Strong customer service, project management, relationship management and quality control skills.
• Resource planning skills.
• Experience of managing 3rd parties and 3rd party delivered services.

SOFT SKILLS:

• Keen sense of time management.
• Excellent leadership and customer service skills.
• Strong teamwork skills and attention to detail.
• Excellent written and verbal communication skills.
• Willingness to support and mentor other team members.
• Able to manage sensitive and sometimes confidential information.
• Self-motivation and able to take responsibility.