Job Description

Job Title: Delivery Manager


Type: Fulltime(Permanent)


Location: San Francisco, CA(onsite)

Job Description

• Managing and exceed Customer expectations and deliver contractual obligations for the user base of the Client globally
• Managing a global, very multi-cultural team, ensuring motivated staff, staff development and that employee retention targets are met
• Creates and maintains a culture of continuous Service improvement, accountable for delivering value added projects as strategic and tactical objectives.
• Accountable for managing Global Delivery and escalation point for multiple service towers such as
• TechBar - Onsite Field Support
• Workstations Engineering Team
• Responsible to ensure compliance of ITSM processes enabling these towers such as Problem management, Service Improvements, Resource management etc.
• Will be responsible for P&L
• Accountable in ensuring all the key enterprise-wide initiatives and compliance
• Accountable and responsible for ensuring SLA performance targets are met.
• Responsible for managing Customer perception and expectations.
• Conducting perception and customer satisfaction surveys, and ensuring performance on CSAT targets set by management.
• Cooperates with horizontal organizations in spreading best practices.

Desired Skills & Experience

• Minimum Qualification - Bachelor's Degree
• 8+ years of overall IT-related experience required, with at least 5 years in managing Global Customers
• 5+ years of managerial experience with at least a year of managing other managers.
• 5+ years of working in IT operations with SLAs, ticketing tools and ITIL methodology in a big, corporate environment required.
• Expected to have an in-depth understanding of technology, best practices and real-life processes behind End User Computing (desktops and all related centralized solutions).
• Prior understanding of remote infrastructure management and concepts around remote management of IT systems
• Experience in working with a mixed offshore / onsite model is required.
• Demonstrated global cultural awareness is required.
• Demonstrated matrix-management skills required.
• Flexibility with respect of time - client deliverables must 100% be met with a Can do attitude.

Job Tags

Permanent employment, Full time, Remote job, Offshore,

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