EDUCATION

• Bachelor’s Degree in Business, IT, or related field or equivalent experience.

WORK EXPERIENCE

• 5+ years of Incident Management, Request Management Problem Management, or Crisis Management experience required.
• Exposure to technology projects and project management is a plus.

SPECIALIZED KNOWLEDGE, SKILLS, AND ABILITIES

• Advanced Skills in MS Office applications including Excel, Word, OneNote, and Outlook
• ServiceNow, Microsoft Teams, and SharePoint experience are a plus
• Excellent documentation skills and attention to detail
• Ability to communicate effectively with customers and co-workers
• Ability to work both independently and in a team environment
• Strong problem-solving, customer service, and conflict de-escalation skills
• Strong communication skills (written, verbal, and presentation)

The well-being of WWT employees is essential. So, when it comes to our benefits package, WWT has one of the best. We offer the following benefits to all full-time employees:

• Health and Wellbeing: Health, Dental, and Vision Care, Onsite Health Centers, Employee Assistance Program, Wellness program
• Financial Benefits: Competitive pay, Profit Sharing, 401k Plan with Company Matching, Life and Disability Insurance, Tuition Reimbursement
• Paid Time Off: PTO & Holidays, Parental Leave, Sick Leave, Military Leave, Bereavement
• Additional Perks: Nursing Mothers Benefits, Voluntary Legal, Pet Insurance, Employee Discount Program

WHAT WILL YOU BE DOING?

World Wide Technology, Inc. has an opportunity available for a Service Delivery Manager in the Day 2 Operational Services (D2OS) team. This position will be focused on providing operational oversight on service delivery for D2OS clients and assisting with all aspects of multiple high-priority engagements. Service delivery typically includes incident, request, problem, and change management, and might include other processes as needed. This position will include an on-call rotation schedule to provide 24/7 support for clients’ Critical issues (Major Incident Management process).

RESPONSIBILITIES:

• Provide operational oversight to multiple D2OS Clients.
• Customer-facing for assigned clients for daily operations.
• Attending all internal and external meetings related to assigned clients.
• Participate in Onboarding new clients to operational readiness.
• Experience in ITIL Service Management practices, including Incident, Change, Request, and Problem Management.
• Daily review of all incidents, changes, requests, problems, and all D2OS monitoring tools for assigned clients.
• Monitor SLA/SLT/SLO measurements to ensure compliance daily for assigned clients.
• Prepare and conduct Weekly Operations meetings for all assigned D2OS Clients.
• Prepare and present operational reporting for the Monthly and Quarterly meetings.
• Works with the Senior Operations Management team to ensure Engineers and Architects have the proper skillsets to support D2OS Clients.
• Manage escalation bridges for critical incidents for D2OS Clients.
• Create and present Root Cause Analysis for all Critical Incidents in collaboration with the technical support team.
• Generate D2OS reporting and Key Performance Indicators.
• Work closely and support Process and Compliance leadership.
• Create and update documentation including Standard Operating Processes and Procedures.
• Perform training of D2OS processes for new employees.
• Build, develop, and maintain OEM and Vendor relationships as needed.
• Serve as the Service Delivery Escalation point 24 x 7 x 365 for all D2OS operational issues (typically on an on-call rotational basis).
• 25% travel will be required