The Service Delivery Manager exhibits solid leadership skills and ownership of expectations and deliverables required of the Operations Support Group. This candidate should have 3-4 yrs. of proven customer management and project coordination experience and a strong background in voice and data communications support through a 24 x 7 operations environment. USAN’s primary management tool is ServiceNow for Projects, incidents and Change – so prior experience is desired. An understanding of networking and telecommunications is a plus. This includes Call Centers, Interactive Voice Response and their components, configurations in cloud based environments. This candidate must be able to produce spreadsheets, presentations, and documents using MS Excel, MS PowerPoint, and MS Word. Also, candidate should be customer orientated with excellent communication and presentation skills. Must have strong interpersonal and negotiating skills, take initiative, work independently, and be both adaptive and creative. Experience with establishing SLA’s with a background in service delivery and service support processes. This role requires the ability to develop, grow, and nurture positive relationships with designated customer organizations. In summary, the Service Delivery Manager will be responsible for ensuring that customer’s expectations are met through close interaction with the customer and support groups delivering their service.
This Service Delivery Manager will be responsible for but not limited to:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required:
Education and/or Experience: