Job details

Service Delivery Manager

Get a free resume review

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: US Hours ONLY (8am to 5.30pm EST)START DATE: IMMEDIATELY

Responsibilities

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

Qualifications

College/University degree in IT or 5 - 7 years of equivalent working experiences
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

Average salary estimate

$70000 / YEARLY (est.)

min

max

$60000K

$80000K

If an employer mentions a salary or salary range on their job, we display it as an "Employer Estimate". If a job has no salary data, Rise displays an estimate if available.

What You Should Know About Service Delivery Manager, NSC Global

NSC Global is thrilled to announce an exciting opportunity for a Service Delivery Manager to join our dynamic team, based in the vibrant setting of Mexico City! As a Service Delivery Manager at NSC Global, you will play a pivotal role in ensuring that our support towers operate smoothly and effectively, always aiming for delivery excellence. Imagine being at the heart of our operations, fostering strong relationships with clients through open and honest communication while skillfully managing P&L responsibilities. Your expertise will enable you to provide comprehensive status updates to our customers and internal leadership alike, ensuring transparency and trust. In this role, you’ll coordinate all resources—both onshore and offshore—while ensuring that our teams meet or exceed Service Level Agreements. Your ability to evaluate service requests and drive acceptance processes will be essential as you lead collaborative efforts to optimize our service delivery. With a strong background in IT, having a college degree or equivalent experience, you’ll bring valuable skills to the table, including knowledge in portal, virtualization, and project management. If you have a flair for financial forecasting and a passion for enhancing customer care, we’d love for you to help us make NSC Global the partner of choice for world-class enterprises. Join us in creating agile and innovative IT communications solutions that drive real business results. Apply today and be part of a company that values creativity and dedication!

Frequently Asked Questions (FAQs) for Service Delivery Manager Role at NSC Global

What are the primary responsibilities of a Service Delivery Manager at NSC Global?

As a Service Delivery Manager at NSC Global, you'll be responsible for overseeing the excellence of all support towers, enhancing customer relationships, and ensuring financial accountability. Your role will include managing resources effectively, orchestrating end-to-end services, and guaranteeing that all teams meet Service Level Agreements.