Service Delivery Manager
Job Description
JOB SUMMARY: The Program Manager/Service Delivery Manager leads a dedicated technical service team comprised of help desk engineers, system administrators and an account manager to meet the needs of assigned clients. The Program manager is responsible for all facets of the client experience and provides daily operational leadership and management of the client service team.
ESSENTIAL FUNCTIONS:
designDATA
- Provide management, leadership and mentorship of the designDATA service desk and systems administration team.
- Ensure that all user issues are addressed using “best in breed” customer service.
- Work with other senior resources to manage/maintain IT Services documentation.
- Communicate team issues to Senior Leadership.
- Manage internal IT projects and report on performance metrics.
- Use and enforce Information Technology Infrastructure Library (ITIL) processes that include Incident Management, Problem Management, and Change Management.
Client
- Collaborate with client IT resources on internal applications/app management.
- Meet with designDATA and customer executive leadership on a weekly basis.
- Manage client equipment acquisition and scheduled maintenance.
- Assist the client with annual IT budget preparation.
- Act as the client's authorized representative for other technology vendors.
- Oversee the provision of client audiovisual and programming service needs.
- Assist the client in drafting and maintaining security policies and ensuring security compliance, including performance of regularly scheduled security audits and vulnerability scans.
- Monitor, support and maintain the client's database and telephony infrastructure, and communications systems.
- Conduct engineering, planning, and design services for major system enhancements, including installations and upgrades of new or existing systems.
- Ensure all client requirements of data backup policies are met and that the team follows procedures to handle daily, weekly and monthly backup of data, databases and servers.
Additional Responsibilities
- Provide leadership and recommendations on improving overall IT management with a particular focus on network security.
- Serve as an in-house consultant on IT issues including applications management; information and knowledge management; business process alignment.
- Investigate new technologies that will improve business operations or streamline business processes.
KNOWLEDGE, SKILLS & ABILITIES:
- Bachelor’s degree, preferably in information technology management or related field
- Minimum of 8-10 years in information technology with a minimum of 3-5 years in an IT management position
- Solid technical background with proven ability to manage and motivate a diverse technology group in a fast-paced and customer-focused team environment
- Experience managing an Amazon Web Services (AWS) environment for Cloud Computing, Auto Scaling, ELB, RDS, VPC and other services
- Proven background in service desk and IT infrastructure management
- Outstanding communications and customer relations skills, with a proven ability to communicate with both end users and executives
- Excellent documentation skills
- Willingness to go “above and beyond” to exceed customer expectations
Exceptional analytical and problem-solving skills
Ability to work well under stress, pressure, and deadlines
ITIL, PMP, and/or AWS certification preferred
•"Full COVID-19 vaccination required" and "All Design Data employees must be fully vaccinated against COVID-19."
JOB SPECIFIC COMPETENCIES:
• Leadership - Maintains a productive climate and confidently motivates, mobilizes, and coaches employees to meet high performance standards and goals
• Strategic Implementation/Thinking - Formulates effective strategies consistent with the business and competitive strategies, examines policy issues and strategic planning with a long term perspective, determines objectives, sets priorities, and anticipates potential threats or opportunities
We are a Federal Contractor and comply with the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA).
We are an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity or national origin, disability, veteran status, and other protected characteristics.
Company Description
We have experienced steady 20% annual growth over the last three years and expect this trend to accelerate. Our growth is driven by a disciplined focus on our ideal clients, continuous investments in our sales team and the delivery of new solutions that meet our clients’ most pressing IT needs.
REASONABLE ACCOMMODATION: It is Design Data Systems, Inc.’s business philosophy and practice to provide reasonable accommodations, according to applicable state and federal laws, to all qualified individuals with physical or mental disabilities.
PREFERENCE STATEMENT: Design Data Systems, Inc. grants preference to qualified Doyon Shareholders first, and second to qualified shareholders of other Alaska Native corporations that grant a similar preference in all phases of employment and training, which include, but are not limited to h
We are a Federal Contractor and comply with the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA).
We are an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity or national origin, disability, veteran status, and other protected characteristics.
Apply Online at www.doyon.com
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