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Service Delivery Manager- ITOM

Service Delivery Manager- ITOM

Reference

JBRQ0001218

Description

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Expected Responsibilities as Service Delivery Manager with GlideFast Consulting:
● Support project on-boarding, resourcing, and customer feedback
● Support the management of project technical oversight and escalation as required
● Review and approve, when applicable, team member’s PTO requests and expenses
● Provide technical best practices, architecture and code review
● Plan and perform bi-annual Employee Performance Reviews to delivery team
● Support project staffing requests and monitor utilization
● Scoping/SOW assistance
● Guide career and skill growth of team and assist with certification guidance
● Provide marketing with case studies and marketing content

Responsibilities

PRIMARY RESPONSIBILITIES:

* Support project onboarding, resourcing, and customer feedback

* Provide technical oversight and support for projects and serve as a first tier escalation point as needed

* Provide technical best practices, architecture and reviews

* Support project staffing requests and monitor utilization

* Assist with scoping as needed (ex. SOW’s, ROM’s, etc)

* Mentor and provide professional guidance to the team as needed

* Provide marketing with case studies and marketing content

* Provide interview support as needed

* Lead, develop, and inspire team members

* Plan and perform 90-day, mid-year and Annual performance reviews

* Lead Goal Planning discussions and ensure goals and tracked and managed

* Ensure team career development plans are reviewed and learning opportunities are explored

* Review and approve, when applicable, team member’s PTO requests and expenses

* Guide career and skill growth of team and assist with certification guidance

SUPERVISORY:

* Manage a team of Technical Consultants and Architects

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Qualifications

REQUIRED SKILLS/EXPERIENCE:

* 3+ years in a consulting position, managing professional services

* Consultative skills for software service delivery to lead customers in improving their processes and organizational models

* Knowledge in ITIL foundation is required

REQUIRED SOFT SKILLS:

* Self-motivated, disciplined professional able to function as a true business leader with a record of accomplishment in managing multiple complex tasks

* Uphold excellent time management and organizational skills with an aptitude toward creative problem-solving.

* Excellent written, reporting, verbal/oral communication skills; must be an effective presenter

* Proven troubleshooting skills

* Continue learning service delivery solutions, technologies, and methodologies.

* Maintain professionalism and an uninterrupted work environment during all client meetings and interactions

EDUCATION:

* Bachelor's degree in computer science, information systems, business administration, or other related fields (or equivalent work experience)

A successful candidate will have the opportunity to enroll in insurance and other role-based benefits for more information reach out to recruits@glidefast.com

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