Job Details
**Service Delivery Manager** Permanent position | Full-Time | Herndon, Virginia At Scalian, we are a leading multinational engineering consulting firm with 3500 specialists and over 30 years of experience.
We are specialized in Digital Systems (IT & Software and Systems Engineering) and Industrial Performance (Quality Assurance, Supply Chain and Project Management).
Our expertise serves various technological sectors as the aerospace, defense, rail and energy industries while providing distinctive support to their development and operations. If your answer is yes, its your lucky day as we are looking for a dynamic and talented person to join our team! Scalian is looking for a confirmed to mid-level experienced Service Delivery Manager to manage and support Information Management (IM) Customer solution. This position ensures that high quality service levels are delivered within defined service level agreements, monitored in a proactive manner and performance reporting is delivered to management on a monthly interval. This position has direct operational leadership for the delivery of services located within the sites including but not limited to: Dulles (VA), and Miami (FL).
**Acitvity:**
? Manage all Operational activities by acting as an interface to the various underlying outsourced bundles and internal functional teams (Application, Infrastructure, Security, Governance and internal Business and customers).
? Harmonize process & standardize way of working across Application Service portfolio.
? Deploy continuous process improvement in order to deliver better service and to reduce operational activity costs by improving existing process or defining new ones in line with the strategy.
? To be responsive to Business side. Dashboard presentation of key indicators on availability and performance targets as agreed in SLA with Business.
? Be Involved in Projects and validate application readiness.
? Establish internal and external supplier relationships with existing and future service suppliers.
? Deliver divisional, departmental and consolidated operational reporting and dashboards covering key KPIs and SLAs across contracts.
? Develop relationships with other service delivery managers and domain leaders (EU + USA) to build a comprehensive knowledge base of articles across the full spectrum of IT services.
? Implement and Manage asset management for devices under the purview of enterprise services. (ie: Voice Gateways, VTC equipment).
? Responsible for delivering the proper level of service according to agreed SLA established with the business function or specific division.
? Liaise with IT Product and Services Managers in Europe to track, follow-up, and act as an escalation point of contact for incidents and requests which require resolution from the EU teams.
? Implement and Deliver operational reporting and dashboards covering key KPIs and SLAs across contracts.
? Financial management of the services, budget planning and cost analysis.
? Responsible for Asset license management, certificate management and compliance.
? Work with Procurement to establish supplier relationships with existing and future service suppliers.
**?** Tracks the performance of suppliers using contracted KPIs and SLAs, Initiate recommendations for supplier improvements aligned with contractual agreements.
? Define appropriate governance and organize regular meetings with customers, suppliers and other stakeholders.
? Facilitate and ease entry into services of projects.
? Develop relationships with other IT service delivery managers and domain leaders to build a comprehensive knowledge base of articles across the full spectrum of IT services.
? Ensure setup of help-desk support. Ensure appropriate support model is in place prior to any entry into service.
? Manage deployment of releases and change requests. Follow-up and ensure on-time delivery of change requests. ?5 to 10 years of experience in managing services in a Global Context.
? 5 years of ITIL service delivery experience in an IT support environment.
? 5 years of experience in people management and service contract management.
? 5 years of experience in SAP, portals, and Pitney Bowes is a plus.
? Understanding project and services methodologies and procedures is a plus.
? Soft skills: good presentation and communication skills, stakeholders management, customer focus. **?** To acquire experience in different **critical industries and projects** while working for the same company;
? To have a competitive salary and a **great benefits package.
?** To access trainings that focus on **expanding your knowledge** while staying up to date with cutting edge technologies and best practices;
? To have a clear **career development plan** that suits your goals;
? To have the possibility of **working abroad** through our mobility program thanks to our international presence;
? To join a dynamic, specialized and fast-growing group where communication is key and where every team member is valued;
? To be part of a team where **having fun** is essential (team building events, 5 7, Marathon and more!).