Service delivery specialist

Job Description -

Specialist Services Delivery
Location: Carlisle, Pennsylvania
Duration: 5 Months, Contract to hire.
RESPONSIBILITIES 

• Responsible for the Strategy and ownership and resolution of service issues involving production applications. (e.g. network outages, failed applications, hardware failures)
• Coordinate functions between solution teams and vice providers to ensure timely resolution of incidents.
• Review daily service metrics which identify the success of the services being utilized.
• Make recommendations to Service Management and coordinate the implementation of changes to services and service levels for continuous improvement.
• Work with counterparts in the outsourcer(s) organizations to negotiate service level issues.
• Manage 3rd party vendor relationships to optimize service.
• Work with the solution teams and service providers to ensure that sufficient support resources are available to meet established service levels and business requirements.
• Work with service providers to drive root cause analysis and the implementation of corrective and preventive measures.
• Interface with solution teams to coordinate the implementation of new solutions and changes into assigned areas.
• Works with the Service Delivery Performance to recommend actions to maintain or improve service levels.
• Work with counterparts in the outsourcer(s) organizations to negotiate service level issues.
• Manage 3rd party vendor relationships to optimize service.
• Work with the solution teams and service providers to ensure that sufficient support resources are available to meet established service levels and business requirements.
• The role requires a high level of technical proficiency and requires an individual with executive presence and strong communication skills.
• Must quickly and effectively diagnose, and resolve issues related to Macintosh, PC's, mobile devices, printers, and video conferencing.
• Customer focused, passionate about the end user experience, enjoys challenging themselves constantly to improve, and empowering the end user community by providing IT knowledge and tools.
• Stay current on technology in order to best recommend solutions and products that enhance user productivity, needs, and expertise.
• Analyze issues and trends, determine root causes, and troubleshoot for resolution.
• Ability to set up, support and troubleshoot audio visual and video conferencing equipment for large scale meetings.
• Additional job duties may be assigned as needed to meet the needs of the business and support our Values.]
• Allen & heath digital mixing console knowledge to the job requirement

QUALIFICATIONS

• Associate’s degree
• 2+ years in a service delivery role; preferably in an outsourced model
• Very detail oriented
• Excellent customer service skills
• Basic understanding of the contractual terms with our service providers Strong Audio/Video skills
• Strong communication skills
• Business maturity
• Relationship skills
• Ability to work independently.
• Customer focused.
• Some Travel Included (overnight)

NICE TO HAVE 

• Bachelor’s degree
• Knowledge of ITIL processes
• Knowledge in ESM software
• ServiceNow a plus