This site uses cookies. To find out more, see our Cookies Policy

Service Delivery Manager- Contract- Tampa in Tampa, FL at Vaco

Date Posted: 1/10/2019

Job Snapshot

Job Description

Vaco is looking for a Service Delivery Manager for our client in Tampa.

BASIC FUNCTION (Primary Purpose):

Identify business needs and oversee the delivery of the services within the context of the business. Work closely within the Infrastructure and Operations organizations to support service delivery, change management, and incident response coordination utilizing diverse technical experience in multiple IT roles. Provide SLA and KPI management of service providers through governance meetings and developing strong working relationships. Responsible for the local CAB meetings. A key portion of job will be to help move from a traditional infrastructure deployment model to an infrastructure as code model with automation and monitoring via DevOps.

Primary Duties & Responsibilities:

  • Provide consistently high levels of customer service in a cost-effective manner.
  • Execute governance meetings with service providers to ensure SLA and KPI's are met. Suggest improvements to current processes.
  • Lead the local CAB meetings ensuring proper process and criteria are met.
  • Function as a Scrum Master / Project Manager to execute action plans and projects.
  • Work under high pressure to guide the incident management process ensuring proper communication to the company and coordination of service providers to respond quickly to incidents.

Qualifications and Educational requirement(s):

Required Education and Experience:

  • Do you have a bachelor's degree in Computer Science, MIS, or equivalent technology discipline preferred and/ or equivalent related service delivery experience in lieu of degree?
  • 5 years of general Information Technology experience (experience in multiple areas preferred such as help desk, infrastructure and applications)
  • 3 years of experience with service delivery methodologies (ITIL required, COBIT optional)
  • 3 years of experience with Service Now and/or certification,

Desired Knowledge, Skills, & Abilities:

  • Experience with Service Now; preferably certified.
  • Experience with ITIL and implementing the framework; preferably certified.
  • Experience with troubleshooting and guiding coordinated response of diverse teams.
  • Experience with Change Management especially as the CAB leader.
  • Familiarity with cloud technologies, especially AWS.
  • Familiarity with WAN technologies (MPLS, SDWAN)
  • Familiarity with SAP
  • Familiarity with multi-national teams.
  • Familiarity with Networking technologies (routers, switches, IP, wireless)
  • Familiarity with SDLC methodologies including Agile.
  • Familiarity with DevOps

Preferred Knowledge, Skills, and Abilities:

  • Process driven
  • Self-motivated, and curious
  • Ability to learn new technologies quickly and efficiently
  • ITIL v3 Foundations certification
  • Excellent technical analysis and problem-solving skills.
  • Exceptional communication, documentation and reporting skills
  • Must be able to interact effectively with employees at all levels of the organization
  • Able to work in a fast-paced environment and be flexible to meet time demands without compromising quality
  • Experience in a global 24x7 environment strongly preferred