Job Code

Service Delivery Manager

Location: Plano, TX

Experience & Qualifications:

  • 8+ years of experience in Service Assurance, Availability Management, Problem Management or Incident Management, combined with an excellent understanding of the Technology Infrastructure support model.
  • Experience in Identity, Access Management and Directory services is huge plus.
  • Experience working in a team-oriented, collaborative environment.
  • Experience in developing process documentation.
  • Advanced knowledge in Availability, Incident, Change, CMDB, and Problem Management.
  • Multi-tasking abilities.
  • Excellent communication (both verbal and written).
  • Ownership attitude towards issues to work with multiple partners and drive resolution.
  • Ability to detect recurring failure patterns and proactively propose and drive solutions for improvement.
  • Ability to lead a team of onshore/offshore engineers.


Roles & Responsibilities:

  • Set direction and vision for the team, manage client expectations
  • Leading Incident Escalations and Problem Management reviews with IT and Senior leadership teams
  • Monitoring IT Service Availability levels, comparing actual levels against targets, and addressing shortfalls
  • Works to proactively enhance IT Service Availability
  • Service Assurance responsibilities including collection and analysis of metrics, identifying recurring issues.
  • Presenting weekly and monthly Availability data to Leadership team, concisely and effectively
  • Aligning and influencing IT Teams to follow the ITIL Operations processes
  • Driving decision making for incident resolution and minimizing impact to the business
  • Aligns IT priorities with the business plans.
  • Manage production support and corrective action plan activities.
  • Builds strong relationships with multiple teams.
  • Develop and implement best-in-class processes, metrics and practices.