Service Delivery Manager

Title: Service Delivery Manager
Duration: Contract
Location: Bellevue, WA (Hybrid)
Client: UST
Locals Required: Except OPT and H1T, all Work Authorization is Workable. While sharing the resume, please do mention the candidate location and Work Authorization.

Job Description: Service Delivery Manager who will ensure efficient and effective delivery of multi-cloud management and operations services compliant to defined SLAs and KPIs, maintain client satisfaction and oversee service performance improvement.

Mandatory Areas:

1. Incident Management
2. Service Management
3. Problem Management
4. Change Management
5. Cloud platform (AWS, Azure)

Responsibilities:

1. Oversee delivery of multi-cloud support service by coordinating efforts of multiple teams to ensure timely and high quality response.
2. Responsible for ensuring compliance with defined service level agreements (SLA) and Key performance indicators (KPI). Track and monitor the performance of services, identify areas for improvement, and implement changes as needed.
3. Continuously evaluate and improve processes to ensure that services are delivered efficiently and effectively.
4. Foster positive work environment and build culture of automation & innovation to improve service delivery performance.
5. Maintain positive relationship with all stakeholders and ensure proactive response to their inquiries and concerns.
6. Prepare operational/strategic reports based on defined cadences and present to Steering & Operational committees.
7. Proactive identification of issues and risks, prepare strong mitigation/resolution plans.

Experience:

1. 10+ years of progressive experience working as a Technical Delivery Manager or Service Delivery Manager.
2. Strong multi-cloud (preferred AWS & Azure) and operations management skills.
3. ITIL or similar certifications strongly preferred.
4. Excellent communication, research, analytical, and documentation skills.
5. Ability to handle multiple, concurrent activities; manage teams effectively and be responsive to users and stakeholders in a timely manner.