Service Delivery Manager

Manage operational systems and contractual obligations within a hosting infrastructure environment.

Responsibilities

• Liaise with senior customers to manage and deliver contractual obligations, including break-fix contracts and license management.
• Act as the escalation point for customers and end users regarding service and contractual concerns.
• Generate and deliver service reports using Excel, PowerPoint, Visio, and Project.
• Manage budgets effectively within the constraints of specific projects and contracts.
• Analyze current processes to identify and advise on opportunities for optimization.

Required Skills

• Current and active DV level security clearance.
• 5+ years of experience in service delivery or related roles.
• ITIL Foundation level qualification or higher.
• Project Management qualifications such as APMP, Prince2, or SAFe.
• Experience with Agile and Waterfall methodologies.
• Detailed understanding of IT service management (ITSM) principles.
• Experience with asset and configuration management processes.
• Proficiency in Excel, PowerPoint, Visio, and Project.
• Familiarity with ITSM tools such as BMC or Helix.
• Ability to apply core technical concepts to service delivery.

Preferred Skills

• Experience in a hosting infrastructure environment.