Want to be part of a customer focused, high performance, high integrity team of technology professionals? At OneNeck IT Solutions we deliver world class IT solutions to our customers globally. We are seeking an entry-level Service Delivery Manager who is passionate about technology and providing best-in-class customer experience. Our managed services engagements allow our employees to have access to a variety of technologies and environments, broadening your skillset while preparing you for future growth.

We are open to filling this position REMOTELY in any of the states in which OneNeck IT Solutions LLC operates -OR- in a hybrid work model in / near any of our physical office locations (Eden Prairie, MN; Madison, WI; Des Moines or Cedar Rapids, IA; Denver, CO; Omaha, NE or Scottsdale, AZ).

The Service Delivery Manager is responsible for managing the overall and ongoing service delivery for assigned accounts at varying levels of complexity. The portfolio includes customers with similar services and where customers are leveraging a subset of OneNeck IT Solutions services catalog (i.e. Cloud, Managed Services, Colocation, Microsoft D365, Azure).

Responsibilities include:

Communicate and manage externally (with customer) at varying levels of complexity (entry-strategic) based on role:
• Existing service delivery problems, including customer complaints
• Past performance, including service reviews, PIRs, and RCAs
• Work in progress, including incidents, service requests, changes, and problems
• Service descriptions and alignment of service delivery
• Compliance and audit participation
• Overall customer status and satisfaction

• Communicate and manage internally:
  • Existing service delivery problems, including customer complaints
  • Work in progress, including incidents, service requests, changes, and problems
  • Write leadership and mass customer communications
  • Overall customer status and satisfaction

• Maintain and improve:
  • Configuration information, including CMBD information
  • Customer runbooks
  • Escalation and customer contact information
  • Work with OneNeck account teams to drive outstanding customer satisfaction
  • Overall customer business and technical overview

• Manage ITIL Change Management:
• For all OneNeck performed changes
• Awareness, understanding, and integration of customer changes with OneNeck performed change activity and schedule
• Follow the Change Management process and adhere to service delivery expectations

• Identify, participate and as necessary escalate:
• Opportunities for service delivery improvements, including process, procedure, and technical architecture
• Customer concerns
• SLA breaches
• Recurring service delivery issues or systems performance issues
• Customer-specific risks (risk reports)
• Adhere to service delivery expectations for major and critical incidents

Required Qualifications:

• Bachelor's Degree (or higher) -OR- equivalent professional work experience
• 2+ years direct customer service and/or project management experience
• 1+ years IT experience
• Availability to consult, assist and/or perform after-hours support and participate in on-call rotations

Other Qualifications:

• ITIL experience or certification preferred.
• Technical knowledge of data center infrastructure, colocation, server, network and managed services offerings.
• Excellent verbal and written communication skills.
• Formal IT and business centric presentation skills for multiple levels of management.
• Demonstrated ability to work with multiple large customer accounts at the same time.
• Ability to establish customer trust and confidence.

OneNeck IT Solutions offers multi-cloud solutions, combined with managed services, professional IT services, hardware and local connectivity via top-tier data centers across the country. Our team of technology professionals deliver secure, modern platforms and applications for organizations embracing data-driven transformation and secure end-to-end solutions.

To learn more about this position or our company, visit oneneck.com.

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