Education
- Bachelor’s Degree in Business, IT, or related field or equivalent experience.
Certifications
- ITIL certification is highly desirable.
Work Experience
- 5+ years of Incident Management, Request Management Problem Management, or Crisis Management experience required.
- Exposure to technology projects and project management is a plus.
Specialized Knowledge, Skills, and Abilities
- Advanced Skills in MS Office applications including Excel, Word, OneNote, and Outlook
- ServiceNow, Microsoft Teams, and SharePoint experience are a plus
- Excellent documentation skills and attention to detail
- Ability to communicate effectively with customers and co-workers
- Ability to work both independently and in a team environment
- Strong problem-solving, customer service, and conflict de-escalation skills
- Strong communication skills (written, verbal, and presentation)
Certain states and localities require employers to post a reasonable estimate of salary range. A reasonable estimate of the current base pay range for this position is $90,000.00 to $105,000.00 annually. Actual salary will be based on a variety of factors, including shift, location, experience, skill set, performance, licensure and certification, and business needs. The range for this position in other geographic locations may differ. Certain positions may also be eligible for variable incentive compensation, such as bonuses or commissions, that is not included in the base pay.
The well-being of WWT employees is essential. So, when it comes to our benefits package, WWT has one of the best. We offer the following benefits to all full-time employees:
- Health and Wellbeing: Health, Dental, and Vision Care, Onsite Health Centers, Employee Assistance Program, Wellness program
- Financial Benefits: Competitive pay, Profit Sharing, 401k Plan with Company Matching, Life and Disability Insurance, Tuition Reimbursement
- Paid Time Off: PTO and Sick Leave (starting at 20 days per year) & Holidays (10 per year), Parental Leave, Military Leave, Bereavement
- Additional Perks: Nursing Mothers Benefits, Voluntary Legal, Pet Insurance, Employee Discount Program
We strive to create an environment where all employees are empowered to succeed based on their skills, performance, and dedication. Our goal is to cultivate a culture of belonging that encourages innovation, collaboration, and respect for all team members, ensuring that WWT remains a great place to work for All!
If you have any questions or concerns about this posting, please email [email protected].
#LI-SB1 #LI-Remote
Qualifications
Service Delivery Manager
Major incident management experience required
Why WWT?
At World Wide Technology, we work together to make a new world happen. Our important work benefits our clients and partners as much as it does our people and communities across the globe. WWT is dedicated to achieving its mission of creating a profitable growth company that is also a Great Place to Work for All. We achieve this through our world-class culture, generous benefits and by delivering cutting-edge technology solutions for our clients.
Founded in 1990, WWT is a global technology solutions provider leading the AI and Digital Revolution. WWT combines the power of strategy, execution and partnership to accelerate digital transformational outcomes for organizations around the globe. Through its Advanced Technology Center, a collaborative ecosystem of the world’s most advanced hardware and software solutions, WWT helps clients and partners conceptualize, test and validate innovative technology solutions for the best business outcomes and then deploys them at scale through its global warehousing, distribution and integration capabilities.
With over 12,000 employees across WWT and Softchoice and more than 60 locations around the world, WWT’s culture, built on a set of core values and established leadership philosophies, has been recognized 14 years in a row by Fortune and Great Place to Work® for its unique blend of determination, innovation and creating a great place to work for all.
Want to work with highly motivated individuals on high-performance teams? Join WWT today!
What will you be doing?
World Wide Technology, Inc. has an opportunity available for a Service Delivery Manager in the Day 2 Operational Services (D2OS) team. This position will be focused on providing operational oversight on service delivery for D2OS clients and assisting with all aspects of multiple high-priority engagements. Service delivery typically includes incident, request, problem, and change management, and might include other processes as needed. This position will include an on-call rotation schedule to provide 24/7 support for clients’ Critical issues (Major Incident Management process).
Responsibilities:
- Provide operational oversight to multiple D2OS Clients.
- Customer-facing for assigned clients for daily operations.
- Attending all internal and external meetings related to assigned clients.
- Participate in Onboarding new clients to operational readiness.
- Experience in ITIL Service Management practices, including Incident, Change, Request, and Problem Management.
- Daily review of all incidents, changes, requests, problems, and all D2OS monitoring tools for assigned clients.
- Monitor SLA/SLT/SLO measurements to ensure compliance daily for assigned clients.
- Prepare and conduct Weekly Operations meetings for all assigned D2OS Clients.
- Prepare and present operational reporting for the Monthly and Quarterly meetings.
- Works with the Senior Operations Management team to ensure Engineers and Architects have the proper skillsets to support D2OS Clients.
- Manage escalation bridges for critical incidents for D2OS Clients.
- Create and present Root Cause Analysis for all Critical Incidents in collaboration with the technical support team.
- Generate D2OS reporting and Key Performance Indicators.
- Work closely and support Process and Compliance leadership.
- Create and update documentation including Standard Operating Processes and Procedures.
- Perform training of D2OS processes for new employees.
- Build, develop, and maintain OEM and Vendor relationships as needed.
- Serve as the Service Delivery Escalation point 24 x 7 x 365 for all D2OS operational issues (typically on an on-call rotational basis).
- 25% travel will be required
