Service Delivery Manager

Title: Service Delivery Manager

Fulltime

Location: Santa Clara, California. Day one onsite

Responsibilities

Process definition and ownership.

Primarily the below listed processes.

Deskside Support & Service Desk experience are mandatory.

(Event, Incident, Request, Access, Release, Change, Problem, Asset, capacity & availability management processes)

Should have in-depth knowledge of ITIL framework.

Manage a team of 50-70 people (North America & Mexico)

Identifies and creates solutions to solve issues and risks escalates to manager where required.

Ensure seamless delivery of technology services within agreed SLA.

Establish and report monthly on effective, actionable metrics for all IT Service Management processes.

Excellent MIS knowledge. Prepare Charts & reports to reflect performance and overall efficiency of operations.

Prepare, analyses and evaluate Data pertaining to effective operations controls.

Excellent knowledge on Process Excellence and Optimizations

ITIL Certificate Preferred