Overview
nsc 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 enterprises, helping them become more agile, create commercial advantage, and build quality through design, deployment, support, and management of their global it communications. Nsc global is a us cisco global gold certified partner with headquarters in london, uk. For more information, please visit www.nscglobal.com.
position
service delivery manager
job type
us hours only (8am to 5:30pm est)
start date
immediately
responsibilities
this role is responsible for delivery excellence across support towers, customer relationship management, client care, and p&l responsibility. It involves building relationships through open communication, providing status reports, ensuring service level agreements are met or exceeded, and monitoring performance objectives. The role also includes financial forecasting, revenue and profit management, timely billing, and leading collective activities.
* coordinate all resources of the tower, including off-shore teams
* manage end-to-end services for involved towers
* ensure cooperation between towers using standard methods and tools
* apply account-specific processes appropriately
* evaluate and manage service requests
* drive service acceptance, technical assurance, and handover processes
* serve as spoc for escalations and major incidents
* escalate technical issues to tower-specific teams as needed
* perform root cause analysis for services
* raise problem records and change requests, assess and present changes for approval
* manage resources for change planning and execution
* maintain asset management quality
* plan and provision cap at the component level
qualifications
* college/university degree in it or 5-7 years of equivalent experience
* knowledge of portals, virtualization, applications, databases, or hardware
* solution architect experience (3-5 years), itl foundations, project management
* crm experience
* experience in hardware and software migration is an asset
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