Service Delivery Manager-Network Data

San Diego, CA

Talent Orchard LLC, a boutique talent acquisition consulting firm, has been retained under contract by a digital solutions and technology services company to identify a Service Delivery Manager for Network Data operations in San Diego, CA. Our client is an information technology services and infrastructure services provider who has global presence in more than 29 locations across the world. This would be full time opportunity based out of San Diego, CA and ability to get to the location is a must to qualify.

Description:

The primary role of the Service Delivery Manager is to take ownership of the day-to-day operational relationships between information technology service delivery and the Client business. This involves managing and coordinating the appropriate resources to ensure optimal service delivery and ensure that all issues raised are resolved in accordance with the applicable procedures and Service Level Requirements

Responsibilities:

• Be responsible for overseeing delivery of Network Support services and serves as the primary management point of contact for that service Agreement
• Be knowledgeable about the Support Agreement of the responsibility and in the polices, processes, and procedures to deliver Services to the Client
• Establish policies designed to ensure consistently high service performance
• Monitor and report on the performance for the Network service area as required by the Agreement
• Evaluate customer feedback to develop quality improvements to service delivery
• Actively and consistently support all efforts to simplify and enhance the customer experience
• Provides leadership in network operations support in a 24/7 operating environment
• Initial point of contact for all major issues during their coverage period
• Responsible for staying on top of all event, incident, and requests/change management for all during their shifts
• All NOC staff takes direction from the Shift Manager during their shifts
• Ensures timely and accurate notifications of network issues are being communicated to the business and that all outages are being escalated accordingly with our vendor/carrier partners
• Ensures that all process and procedures have been implemented, understood and followed for their responsible shift
• Compile and distribute daily turnover report detailing events and outages that are either ongoing or recently resolved on shift
• Ability to multi-task and solve multiple trouble issues simultaneously in a high stress environment
• Coach and mentor teams to ensure personnel are working issues as efficiently and accurately as possible in a team oriented professional culture
• Meet very aggressive network availability, MTTR, and ticket handling objectives while providing hands-on leadership during network events.
• Participates in change control committee, providing input into all changes/additions to network to ensure minimal disruption to production system
• Resolves any scheduled maintenance or major outage issues escalated from direct reports
• Perform other duties as required

Skills Requirements:

• Bachelor's Degree in Computer Science, Electrical Engineering, Math or other related field or equivalent work experience
• 12 or more years of work experience in a 24x7 Operations Center
• 8 or more years of experience managing a 24x7 Operations Center
• Industry recognized Professional Level Network Data Certifications

Talent Orchard LLC is an SBA (8A), Economically Disadvantaged Woman-Owned Small Business, and Woman Business Enterprise Certified firm that provides the following services to clients in the commercial and public service sectors:

• Human Capital
• Professional Services
• Accounting/Audit Readiness
• Network/Cyber Security & IT Infrastructure
• Software Development/Engineering

Talent Orchard LLC is an SBA (8A), Economically Disadvantaged Woman-Owned Small Business, and Woman Business Enterprise Certified firm that provides the following services to clients in the commercial and public service sectors:

• Human Capital
• Professional Services
• Accounting/Audit Readiness
• Network/Cyber Security & IT Infrastructure
• Software Development/Engineering

To learn more about our other exciting opportunities, please visit our Jobs Page at www.talentorchard.com.

@talentorchard