Service Delivery Manager - Me

Requirements:
At least 5+ years in a service delivery role.

Previous experience with customers with large environments of 500+ seats

Previous Managed Services Experience preferred

Proven experience in troubleshooting and investigating technical and business issues in time pressured environments

Practical understanding and demonstrated experience in the use of following technologies.

Microsoft Server Microsoft Active Directory (DNS, DHCP, Group Policy, DFS, NPS etc)

Microsoft Exchange/Exchange Online/Office 365

Web & Email Filtering (Mimecast, Mail Marshall, Symantec, Zscaler etc)

VMware vSphere (5.5/6.0/6.5/6.7)

Anti-Virus technologies (Trend, Kaspersky, Symantec, Sophos)

Server Hardware (HP, Dell, Cisco, IBM)

Public Clouds like Microsoft Azure (IAAS & PAAS)

SAN (HPE, Nimble, Netapp)

Single Sign on (Azure AD Connect, ADFS, Okta etc)

Network Fundamentals (Routing, Switching, Firewall)

Citrix & Windows RDS/Terminal Services

Disaster Recovery techniques

Wireless Controllers & Access Points

Security processes and procedures
Responsibilities:
Maintain positive relationships with key stakeholders in your allocated Managed Service Customers

Provide support to the operational teams in relations to assigned Managed Services Customer operational queries.

Act as a point of escalation during business hours and afterhours for your allocated customers.

Act as a major incident manager during P1s for your allocated customers

Drive and own customer governance meetings including weekly, monthly and strategic

Assist commercial team in gathering client requirements for pre-sales opportunities

Provide recommendations to blue APACHE customers and sales staff for improvements in systems infrastructure configuration and deliverables.

Conduct monthly reporting for all assigned Managed Services Customers within SLA

Working with the onboarding team to identify gaps before new customers enter Managed Services

Create and maintain operational documentation and knowledge base (KB) articles.

Own operational engagement for your assigned Managed Services Customers

Maintain risk registers for your assigned Managed Services Customers

Project management for delivery of projects that fall outside of the remit for Professional Services team

Continual improvement planning

Process improvements across your assigned Managed Services Customers

Maintain the prioritization matrix for assigned Managed Services Customers

Responsible for transition of new services into operations

Follow change management processes as required for assigned Managed Services Customers

Assist in the identification of problems within your customers environments by reviewing ticketing system data

Manage ETAs for all orders and line items which fall into any projects being delivered outside of the PMO


JOB TYPE
Work Day: Full Time
Employment type: Permanent Job
Salary: Negotiable
Positions available: 2


JOB REQUIREMENTS
Minimal experience: Unspecified
Gender: Indistinct