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 world-class 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 a corporate headquarters in london, uk.
please review our website at for more information on our organization.positionservice delivery managerjob typeus hours only (8am to 5.30pm est)start dateimmediatelyresponsibilitiesthis role is responsible for delivery excellence of all support towers, customer relationship management, client care, and p\u*amp;l responsibility.
this position holds the responsibility for building relationship through open and honest communication.
have the ability to provide comprehensive status reporting to the customer and nsc global leadership team.
will need to ensure delivery teams meet or exceed all service level agreements and develop and monitor performance objectives for all direct employees.
will need the understanding and ability to create financial forecasts and work with the finance group to ensure revenue and profit targets are met.
complete billing responsibilities in a timely manner and lead collective activities as necessary.to coordinate all resources of the tower (including off-shore)to orchestrate end-to-end-services for the involved towers (top of stack)manage the cooperation between towers to ensure usage of standard methods and tools wherever applicableensure that account specific processes are applied at all relevant scopeevaluate and manage service requeststo drive completion of service acceptance, technical assurance and handover processes being the spoc in case of escalations & major incidentsact as the next level of escalation for tower specific technical teams for all service mgmt.
processesensure that the root cause analysis for the tower specific services are performedraise problem records whenever identifiedraise request for changes, assess prepare, present the change in the cab to get the approvalidentify and manage all required resources for change planning and execution (including testing, approval and back out plans)ensure the quality of asset management requirements in the respective towersensure the cap planning of the account in the tower on the component level and provision to managerqualificationscollege/university degree in it or 5 - 7 years of equivalent working experiencesportal, virtualization, application database or hardware knowledgesolution architect 3 -5 years, itl foundations, project managementcrm experienceexperience in hardware and software migration is an asset
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