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Job Title: Service Delivery Manager
Job Location: OH: Cincinnati
Pay Rate: Open
Job Length: 7-12 months (contract)
Start Date: 2012-11-15
Company Name: Advanced Technology Solutions
Contact: Autumn Ortenzi
Phone: 732-918-4664
Fax: 732-918-4666
Description: ATS is an information technologies consulting company providing services to Fortune 500 companies nationwide. ATS specializes in providing full-service staffing solutions by providing technical and business personnel through staff supplementation and project engagements. The company has extensive contacts within its Fortune 500 client base and is able to access a large pool of talented and responsive professionals with proven records of accomplishment in both the technical and business fields.
We are currently seeking a Service Delivery Manager with experience in ENOVIA MatrixOne Solutions and/or Siemens Teamcenter Solutions (a product lifecycle management software) is required. This role will serve as a `single point of accountability` for all IT product lifecycle management (PLM) support initiatives.
This senior resource with proven service management experience will establish consistent processes (planning, service reporting) across the current teams/vendors providing Application Support Services and execute upon a number of responsibilities included within the attached job description. An emphasis on Product Lifecycle Management tool support is expected.
The Client Service Delivery Manager is accountable to ensure that the services are being delivered as agreed, to the required level of performance and quality.
The Client Service Delivery Manager (SDLC Delivery Manager and Service Manager roles) is responsible for receiving and reviewing new project and support requests and initiating project startup. The Client Service Delivery Manager ensures that business service requirements, including applicable standards and regulations, are translated into formal service specifications and measurable Service Level Targets. The Client Service Delivery Manager is responsible for the “transition to support planning” and will oversee that Client develops the capabilities according to the allocated responsibilities.
The Client Service Delivery Manager ensures service delivery within budget, monitors service performance and reports back on the cost, capacity utilization and quality of service delivery.
The Client Service Delivery Manager holds regular reviews to evaluate the services delivered, to understand the stakeholder perceptions, to review risk and risk mitigation initiatives, to respond to changing customer needs and to bring disputes to resolution.
The Client Service Delivery Manager manages exceptions and escalates major exceptions as appropriate and implements remedies in consultation with suppliers and customers. The Client Service Delivery Manager facilitates periodic risk assessment and follows up on agreed risk mitigation actions.
The Client Service Delivery Manager is responsible to identify opportunities for Continuous Improvement (Cost Reduction andor Quality Improvement) and keeps overview of the Continuous Improvement Plans.
RESPONSIBILITIES:
1. Produces or reviews SLAs, OLAs and contracts. Obtains and evaluates proposals from suppliers to ensure that all business and IT requirements are satisfied. Reviews service scope, SLAs, OLAs and other agreements on a regular basis, ideally at least annually.
2. Identifies capacity requirements through discussions with the business users. Ensures that there is adequate IT capacity to meet required levels of service, and that IT management is correctly advised on how to match capacity and demand and to ensure that use of existing capacity is optimized. Forecasts future capacity requirements based on business plans, usage trends, sizing of new services, etc. Performs service cost management activities in close partnership with finance and sourcing.
3. Coordinates the implementation of new or changed Application Support services, identifying budgetary, technical and staffing requirements. Manages and coordinates the Service Transition.
4. Maintains a good overall knowledge of supported Applications and the technical frameworks in which they operate.
5. Works to identify and prioritize improvement opportunities. Positively influences all levels of management to ensure that service improvement activities are receiving the necessary support and are resourced sufficiently to implement solutions.
6. Reports to management on any issue that could significantly impact the business
7. Analyses usage and performance data, and reports on performance against targets contained in SLAs, ensuring that:
a. service reports are produced for each customer and that breaches of SLA targets are highlighted, investigated and actions taken to prevent their recurrence
b. performance reviews are scheduled, carried out with customers regularly and are documented with agreed actions progressed
c. improvement initiatives identified in service reviews are acted on and progress reports are provided to customers
d. complaints are recorded, managed, escalated where necessary and resolved.
e. customer satisfaction is measured, recorded, analyzed and improved.
ATS offers health coverage, 401K participation, Long Term Disability and Life Insurance.
Please refer to Job code 11-02808 when responding to this ad.
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