Overview:

NSC Global is currently looking for a Service Delivery Manager to join our growing company.

NSC Global provides global network implementation and support solutions to world-class organizations, delivering cost savings and operational simplicity. Our goal is to partner with world-class enterprises, helping them become more agile, create commercial advantage and build quality through design, deployment, support and management of their global IT communications. NSC Global is a US Cisco Global Gold Certified Partner with a corporate headquarters in London, UK. Please review our website at www.nscglobal.com for more information on our organization.

POSITION: Service Delivery Manager

JOB TYPE: EMEA Hours ONLY

This role is responsible for delivery excellence of all support towers, customer relationship management, client care, and P&L responsibility. This position holds the responsibility for building relationship through open and honest communication. Have the ability to provide comprehensive status reporting to the customer and NSC Global leadership team. Will need to ensure delivery teams meet or exceed all Service Level Agreements and develop and monitor performance objectives for all direct employees. Will need the understanding and ability to create financial forecasts and work with the finance group to ensure revenue and profit targets are met. Complete billing responsibilities in a timely manner and lead collective activities as necessary.

Responsibilities:

To coordinate all resources of the tower (including off-shore)
To orchestrate end-to-end-services for the involved towers (top of stack)
Manage the cooperation between Towers to ensure usage of standard methods and tools wherever applicable
Ensure that account specific processes are applied at all relevant scope
Evaluate and manage service requests
To drive completion of service acceptance, technical assurance and handover processes Being the SPOC in case of escalations & major incidents
Act as the next level of escalation for tower specific technical teams for all service mgmt. processes
Ensure that the Root Cause Analysis for the tower specific services are performed
Raise problem records whenever identified
Raise request for changes, assess prepare, present the change in the CAB to get the approval
Identify and manage all required resources for change planning and execution (including testing, approval and back out plans)
Ensure the quality of asset management requirements in the respective towers
Ensure the CAP planning of the account in the tower on the component level and provision to Manager

Qualifications:

College/University degree in IT or 5 - 7 years of equivalent working experience
Portal, virtualization, application database or hardware knowledge
Solution Architect 3 -5 years, ITL Foundations, Project Management
CRM Experience
Experience in Hardware and Software Migration is an asset
To act as single interface to all delivery Towers
To implement relevant policies and standards including compliance against security policies
Act as a safeguard so that operating tasks are successfully managed along the contract lifecycle phases
To attend or host service reviews and undertake the appropriate actions
To create or validate solution parts for limited up-selling (within the dedicated scope)
To gain understanding of client, contract, business context, and priorities of account
Ensure that the defined processes defined are being followed within the towers

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