Overviewnsc global is currently looking for a service delivery manager to join our growing company.
nsc global provides global network implementation and support solutions to world-class organizations, delivering cost savings and operational simplicity.
our goal is to partner with top-tier enterprises, helping them become more agile, create a commercial advantage, and build quality through the design, deployment, support, and management of their global it communications.
nsc global is a us cisco global gold certified partner with a corporate headquarters in london, uk.
please review our website at > for more information about our organization.
positionservice delivery manager job typeus hours only (8am to 5:30pm est)
start dateimmediately
responsibilitiesthis role is responsible for delivery excellence across all support towers, customer relationship management, client care, and p&l responsibility.
the candidate must build relationships through open and honest communication, provide comprehensive status reports to customers and nsc global leadership, and ensure delivery teams meet or exceed all service level agreements.
additionally, the role involves developing and monitoring performance objectives for all direct employees, creating financial forecasts, working with the finance group to meet revenue and profit targets, completing billing responsibilities promptly, and leading collective activities as necessary.
specific responsibilities include:
coordinating all resources of the tower (including offshore teams)orchestrating end-to-end services for the involved towersmanaging cooperation between towers to ensure standard methods and tools are usedapplying account-specific processes at all relevant scopesevaluating and managing service requestsdriving completion of service acceptance, technical assurance, and handover processes; acting as the spoc for escalations and major incidentsescalating to the next level for tower-specific technical issuesensuring root cause analysis is performed for tower-specific servicesraising problem records when issues are identifiedraising change requests, assessing, preparing, and presenting changes in the cab for approvalmanaging resources required for change planning and execution, including testing, approval, and backout plansensuring quality in asset management within the towersplanning cap for the account at the component level and providing updates to the managerqualificationsthe ideal candidate will have:
a college/university degree in it or 5-7 years of equivalent work experienceknowledge of portals, virtualization, application databases, or hardwaresolution architecture experience (3-5 years), itil foundations, and project management skillscrm experienceexperience in hardware and software migration is an asset
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