Job Description :
Role: Service Delivery Manager
Location: Painted Post NY, 14870
Duration: 12 + Month
Worker should expect to be onsite Monday through Friday from 8-5, Should plan on 40-45 hours in a typical week.

Responsibilities:
Review and monitor and report on committed service performance to contract both hard and soft deliverables including maintenance of business activities, improvement activities, and end user feedback
Lead/Update/Understand and Champion measurement process by which SLRs are accessed including the submission and completion of scorecard on a monthly basis. Oversee the completion and expectations associated with misses as well as highlight successes.
Define expectations/approve plans for service improvement, problem remediation and resolution. Review the reports associated with the plans to ensure timeliness, accuracy and controls.
Partner with operational receiver as well as all service partners to ensure service transitions into production without incident or service disruption. Clearly document expectations including but not limited to reporting, training, transition as well as lifecycle, capacity and availability management.
Ensure correct provisioning/deprovisioning/access levels for both retained and service provider personnel as well as IT peers and business users; establish relationships needed for service provider to effectively deliver contracted services and exceed customer satisfaction and quality
Chair and lead operational performance review meetings with peers
Collaborate with Service Line Management and partners to ensure service adds and deletes are effectively executed and recovered for, recorded, tracked and updated. Understand the way services are charged by the partners and recovered by the Service Line Managers.
Lead Actively participate in, troubleshoot, drive and champion major incident service restoration and problem management activities; Drive/document improvement opportunities s utilizing Problem Management, , Quality Tools and Processes including but not limited to LEAN, Six Sigma, Visual Management, SWAT, Technical roundtables or other service improvement tools

Competencies:
Vendor management and partnership
Working across cultures
Data analysis and insight
Managing and measuring work
Financial and business acumen
Influencing
Management by objectives
Building effective teams
Delegation
Ability to deal with ambiguity
Cross-cultural awareness
Priority setting
Command skills
Establish direction and create commitment
Communicate and engage
Demonstrate and drive commitment
Act quickly and decisively
Technology awareness
Learning agility

Requirements:
2 year degree with five years IT or vendor management expertise or higher required
ITIL experience; prefer ITIL certified
Microsoft Office experience focusing on the data analysis tools
5 years of business experience (IT knowledge a plus)
ServiceNow or other IT ERP experience is a plus

Must haves: 2 year degree with 5 years of IT or Vendor Management required