Service Delivery Manager

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Job description

As part of a leading IT managed services specialist with more than 12,000 associates worldwide, we rely on the personal relationships we build with our consultants and the clients who depend on them. Join the eXcell team.

We are currently seeking a qualified Service Delivery Manager for an onsite position in Irving, TX. This Manager owns the delivery relationship for one or more customers. They will be directly accountable for all Delivery services (shared, remote and / or dedicated) and Delivery cost to the Customer Executive. This individual will also represent and be accountable for all Delivery services such as New Solutions, Account Expansion, Projects, Transitions / Transformations, implementation of new services and operations, as well as all associated account management services (e.g., SLAs, CSATs, Cost, Forecast, reporting, trends) to the assigned Customer Executives.

Duties and Responsibilities:

• Enhances the expectations of the internal / external customer experience by overseeing the Service Delivery performance of service to customers as per agreed contract and ensures service levels are achieved

• Contributes to a team of key internal stakeholders in the NOC and account team to help deliver a quality product to the client

• Provides leadership and direction in the service management provision to support business running, growth, and transformation activities

• Ensures OLA's and SLA's and any third-party supplier agreements are in alignment with and capable of delivering services within contracted timeframes

• Underpins the Operational Level Agreements within the delivery units where specifically needed (i.e., where the customer requirements differ from the service level in standard service descriptions)

• Accurately forecasting the demand for services, and appropriate cost by account

• Works to mitigate the impact of service failures and improve quality

• Acts as the functional manager for all service management processes, being the escalation point for process owners and giving direction to continuous improvement of all service support and service delivery processes

• Be the onsite liaison between the operations team and the client, including handling requests for high-priority issues and escalations

• Investigates and reports all breaches of OLA's / SLA's and Service Management Processes and manages the proposal and implementation of solutions to prevent future occurrences

• Prepares status reports for customers by working with differing internal and external teams

• Prepares monthly Availability Management Reports for customers and management, highlighting any service exceptions

Skills and Qualifications:

• Bachelor's Degree or minimum of 4 to 8+ years of experience in a related field

• Extensive experience of customer and supplier relationships, confidence, and presence to deal with customers and suppliers both internal and customer facing

• ITIL V3 Foundation Certification

• Detailed working knowledge of a very broad range of IT systems

• Excellent account and delivery skills

• Strong strategic and tactical account support management and services skills

• Problem solving capabilities, which includes using several methods to help diagnose the opportunity with general focus on operational efficiency

Full COVID-19 vaccination may be required.

We offer a comprehensive benefit package that you can elect into including but not limited to: Health Insurance (Medical, Vision, Dental), 401k, Basic Life / AD&D, Supplemental Insurances Plans, Paid Time Off Plan, Paid Holiday, Paid Sick Leave plan, FSA / HSA Pre-Tax Benefits, Employee Discounts.

W2 only, no Corp to Corp. We are unable to sponsor H1B visas at this time. eXcell Supports Equal Employment Opportunity eXcell , a division of CompuCom Systems, Inc., a global company headquartered in Bellevue, Washington, provides IT staffing services and solutions to Fortune 1000 companies as well as small and medium business. For more information, visit .

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