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Dell

Services Delivery Manager
Washington D.C. Metro Area, US - Computer Hardware, Computer Software, Information Technology and Services
Job Description

We are looking for a Services Delivery Manager for an Enterprise level project in Washington, DC. The Service Delivery Manager shall manage all service delivery-related processes and the delivery of projects from engineering to operation. The Service Delivery Manager will be the service owner for all end user and customer-facing IT services and solutions and will ensure end-to-end delivery of services based on Government-approved ITSM processes consistent with industry best practices.

The Service Delivery Manager will be responsible for ensuring the internal processes related to IT Service Management and Delivery are applied and used across the enterprise to ensure timely resolution of incidents and drive high availability. This role will leverage processes, utilizing ITIL best practices, to ensure the IT organization designs, deploys and sustains high quality, highly available solutions that align with business and IT strategic objectives. Primary areas of responsibility will be the areas of Incident, Problem, Change and Availability Management. This role will also ensure that Information Technology has the appropriate level of process definition, rigor, and reporting to deliver the highest level of availability, quality, value, flexibility and visibility to the organization.
"DJAM"

Required Skills

-10+ years of experience

-5+ years of management experience performing in accordance with the ITSM model, with a minimum of 3years experience as an ITSM delivery manager.

-5+ years experience managing service desk teams and demonstrated success improving, optimizing, standardizing, and streamlining customer support processes that yielded improvements in customer satisfaction and resulted in cost reductions.

- Demonstrated experience providing performance-based customer service support against multiple performance metrics in the Federal Government.

- 4+ years experience in communicating with Government personnel, including agency executives.

- 5+ years experience managing a 7x24 enterprise-wide service desk.

- Experience implementing ITIL Best Practices.

Ability to obtain Public Trust clearance

Desired Skills

Education

Bachelors or equivalent

ITIL v.3 Service Manager
PMP Certification

Experience

Typically requires at least 10+ years relevant experience without Degree; 4+ years relevant experience with Undergraduate Degree; 3+ years relevant experience with Graduate Degree; 3 years managerial experience

Requirements

Hazards

No salary provided

Posted April 02, 2015 at 01:54AM from LinkedIn http://ift.tt/1alsTk5
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