it service delivery manager

Americana Foods

<div>
 <p>
  <strong>
   Job Responsibilities
  </strong>
 </p>
 <p>
  <strong>
   Strategic
  </strong>
 </p>
 <p>
  &squf; Contribute to overall IT strategy and roadmap formulation by evaluating ideas and providing inputs from the development and operations perspective
 </p>
 <p>
  &squf; Formulate and maintain assigned IT operating budgets in addition to budgeting for special initiatives and projects for the vertical Operational
 </p>
 <p>
  <strong>
   IT Availability and Performance
  </strong>
 </p>
 <p>
  &squf; Manage IT services and solutions availability at all sites; Continuously monitor performance and capacity of IT systems with the objective to identify scope for improvement and facilitate it for systems at Americana Foods
 </p>
 <p>
  &squf; Monitor data center operations for division level operations and offer guidance for maintenance and troubleshooting
 </p>
 <p>
  &squf; Maintain oversight and conduct periodic reviews to ensure adherence to defined SLAs
 </p>
 <p>
  &squf; Facilitate prompt resolution in case of consistent breaches and non-adherences
 </p>
 <p>
  <strong>
   Service Desk &amp; Incident Management
  </strong>
 </p>
 <p>
  &squf; Lead implementation of service desk and incident management systems to facilitate seamless IT operations at the Americana Foods
 </p>
 <p>
  &squf; Drive timely resolution of IT service, solutions and operations inquiries/ requests and security breach incidents
 </p>
 <p>
  &squf; Act as a final point of escalation for resolution of issues
 </p>
 <p>
  &squf; Lead systems and applications upgradation actions without disturbance to business
 </p>
 <p>
  &squf; Develop robust processes to anticipate, recognize and defend against changing cyber and Information risk environments that threaten business stability
 </p>
 <p>
  &squf; Advise on pilots, rollout and sustenance of Operational Technology solutions at Americana Foods level
 </p>
 <p>
  <strong>
   Business Continuity &amp; Disaster Recovery Plans
  </strong>
 </p>
 <p>
  &squf; Evaluate, identify and highlight the need for Disaster Recovery processes for projects / initiatives and new processes in alignment with the requirements stated by the business
 </p>
 <p>
  &squf; Lead implementation and maintenance of Crisis Management and Disaster recovery plans in line with overall Business Continuity Plans
 </p>
 <p>
  &squf; Undertake preventive, directive and coercive measures to sustain availability, backup and recovery of IT Systems and applications
 </p>
 <p>
  <strong>
   Applications Inventory and Lifecycle Management
  </strong>
 </p>
 <p>
  &squf; Maintain Application inventory and ensure adherence to the Application Portfolio Management policies
 </p>
 <p>
  &squf; Make recommendations based on analysis of Application Inventory and drive inventory optimization at group and business levels
 </p>
 <p>
  &squf; Define the applications operating model and formulate policy for Application lifecycle management
 </p>
 <p>
  &squf; Establish standards for the processes, methods and systems for supporting the design of IT applications and delivery of IT systems and applications that cater to the current and future state of IT services and solutions
 </p>
 <p>
  &squf; Create application lifecycle plan for different applications in alignment with the current and future state of IT services in alignment with established application lifecycle management framework
 </p>
 <p>
  &squf; Review application performance and evaluate their relevance in light of changing business landscape
 </p>
 <p>
  &squf; Provide insights on rationalization and decommissioning of applications and systems at the group level
 </p>
 <p>
  &squf; Maintain oversight on the validity of licenses for all applications and systems in the portfolio
 </p>
 <p>
  &squf; Drive timely renewal and upgradation of licenses for applications and systems at group and business levels
 </p>
 <p>
  <strong>
   Operations Review
  </strong>
 </p>
 <p>
  &squf; Establish performance dashboards to measure and track service-levels provided by IT operations
 </p>
 <p>
  &squf; Review day-to-day operations with respect to agreed service level agreements / TATs and identify and act on operational risks if any
 </p>
 <p>
  &squf; Track partner performance from an operational perspective with respect to agreed service levels and address deviations if any; Ensure adequate partner support for smooth operations
 </p>
 <p>
  <strong>
   People
  </strong>
 </p>
 <p>
  &squf; Allocate work to team members and provide guidance
 </p>
 <p>
  &squf; Nominate for training as per guidelines to ensure that team members receive all necessary training and development to enable them to carry out their responsibilities to the required standards
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Job Qualifications
  </strong>
 </p>
 <p>
  &squf; Bachelor's or master's degree in computer science or a related discipline; additional degrees or certifications on IT Management would be preferred
 </p>
 <p>
  Experience:
 </p>
 <p>
  &squf; Minimum 6 years of overall experience with at least 3 years of relevant experience in managing Information Technology operations
 </p>
</div>


IT Service Delivery Manager

CNS Middle East

<div><b>Company Description</b><p><br>
CNS is a technology company that powers the future by providing digital solutions essential to support all enterprise and human development. While growing and managing a robust pool of supplier-partners for the benefit of our clients has always been a priority, we are constantly re-inventing ourselves.<br>
Founded in 1987 with more than 30 years of experience, CNS employs over 320 employees including more than 250 certified engineers. We offer in-depth expertise and a range of best-in-class products that support the digital transformation of all major industries. With offices in three countries, we have an extensive reach into, and regional knowledge of the Middle East markets.<br>
A shift into levering our many years of experience to develop pioneering software in-house will add yet another dimension to our highly innovative solutions-portfolio.</p><b><br>
Job Description</b><p><br>
The<b> Service Delivery Manager (SDM)</b> is responsible for ensuring high-quality IT managed services delivery to clients while maintaining SLAs, improving operational efficiency, and driving customer satisfaction. This role involves managing a team of service professionals, optimizing IT service operations, and fostering strong client relationships to ensure the smooth execution of IT managed services, including cloud, network, security, and application support.</p><p><b>
1. Service Delivery Management &amp; Operations:</b></p><ul><li>
Oversee end-to-end IT managed services delivery, ensuring compliance with SLAs and KPIs.</li><li>
Lead service teams in managing incidents, requests, problem resolution, and change management.</li><li>
Continuously optimize IT operations by implementing ITIL best practices and automation.</li><li>
Maintain high availability of critical IT infrastructure, applications, and cloud environments.</li><li>
Ensure proactive monitoring, reporting, and service reviews to minimize downtime.</li></ul><p><b>
2. Client &amp; Stakeholder Management:</b></p><ul><li>
Act as the primary point of contact for clients, ensuring expectations are met or exceeded.</li><li>
Conduct regular client meetings, QBRs (Quarterly Business Reviews), and service improvement discussions.</li><li>
Address escalations, resolve service-related issues, and manage crisis situations effectively.</li><li>
Work closely with internal teams (network, security, cloud, DevOps) to deliver seamless service.</li></ul><p><b>
3. ITIL &amp; Service Management Excellence:</b></p><ul><li>
Implement and enforce ITIL best practices for service delivery, incident, problem, and change management.</li><li>
Develop and maintain service catalogs, SLAs, and operational procedures.</li><li>
Drive service improvement initiatives using ITSM platforms like ServiceNow, BMC Remedy, or Manage Engine</li></ul><p><b>
4. Financial &amp; Performance Management:</b></p><ul><li>
Manage service budgets, cost optimization, and resource allocation.</li><li>
Drive service revenue growth and profitability by identifying upsell opportunities.</li><li>
Track key performance indicators (KPIs) and service efficiency metrics.</li></ul><p><b>
5. People &amp; Vendor Management:</b></p><ul><li>
Lead and mentor a team of service desk engineers, technical support staff, and service managers.</li><li>
Conduct performance reviews, training programs, and succession planning.</li><li>
Manage third-party vendors and service providers to ensure contractual adherence.</li></ul><p><b>
6. Security, Compliance &amp; Risk Management:</b></p><ul><li>
Ensure IT services comply with industry regulations (ISO 27001, GDPR, NIST).</li><li>
Enforce security best practices, incident response, and data protection policies.</li><li>
Mitigate risks by conducting regular service audits and assessments.</li></ul><br>
<b>
Qualifications</b><p><b><br>
Education:</b></p><ul><li><b>
Minimum:</b> Bachelor&rsquo;s degree in Computer Science or a related field.</li><li><b>
Desired:</b><b> </b>Certifications such as ITIL v4, PMP, or PRINCE2.</li></ul><p><b>
Experience:</b></p><ul><li>
Minimum of 5+ years of experience in service delivery or related roles.</li></ul><p><b>
Skills &amp; Abilities:</b></p><ul><li>
Strong understanding of the ITIL framework (certification is a plus).</li><li>
Proven experience managing service contracts and SLAs.</li><li>
Excellent communication, client-facing, and stakeholder management skills.</li><li>
Strong analytical and problem-solving abilities.</li><li>
Ability to lead cross-functional teams and manage multiple priorities in a fast-paced environment.</li></ul><br>
<b>
Additional Information</b><div></div><p><i><br>
Compliance with policies and procedures based on the ISO standards adopted by CNS.</i></p></div>

Service Delivery Manager - Emirati Talent

Capgemini

<div><div><div><p>Cairo</p><div>
SAP Service Delivery Manager</div><p>
</p></div></div><p></p><div><div><div><div><div><div><div><div><div>Long Description</div></div><div><p>
About Capgemini</p><p>
</p><p>Capgemini is a global leader in consulting, technology services, and digital transformation. We partner with world-leading organizations to deliver business value through innovation, data, cloud, and enterprise applications. As part of our SAP practice, you&rsquo;ll drive client success across complex landscapes using industry best practices and Capgemini delivery frameworks.</p><p>
</p><p>Role Summary</p><p>
</p><p>The SAP Service Delivery Manager is accountable for end-to-end delivery of SAP Managed Services/AMS across one or more enterprise accounts. You will own service performance, customer satisfaction, financials (P&amp;L), governance, and continuous improvement across multi-tower SAP landscapes (e.g., S/4HANA, ECC, BW/4HANA, PI/PO, BTP, Solution Manager/ALM). You will orchestrate global delivery teams, ensure SLA/OLA adherence, manage stakeholders up to C‑level, and drive automation and transformation roadmaps.</p><p>
</p><p>Key Responsibilities</p><p>
Service Ownership &amp; Governance</p><p>
Act as the single point of accountability for SAP Managed Services delivery across application, integration, basis/technical, and functional streams.</p><p>
Establish and run governance (weekly ops, monthly service reviews, quarterly exec reviews) with clear reporting on SLAs, KPIs, incidents, changes, and CSI initiatives.</p><p>
Operational Excellence</p><p>
Ensure incident, problem, change, release, and request processes follow ITIL and Capgemini standards.</p><p>
Maintain platform stability, capacity/availability, patching, and security compliance in partnership with Basis/Cloud teams.</p><p>
Oversee major incident and RCA processes; ensure preventive and corrective actions are implemented.</p><p>
Financial &amp; Contract Management</p><p>
Manage account financials (budgeting, forecasting, invoicing, margin optimization, demand/scope control).</p><p>
Track consumption vs. contracted services; lead SoW changes, CRs, and renewals.</p><p>
Stakeholder &amp; Client Management</p><p>
Build trusted relationships with client IT/business leadership; translate business priorities into service/roadmap outcomes.</p><p>
Escalation management and expectation setting; ensure proactive communication and transparency.</p><p>
People &amp; Vendor Leadership</p><p>
Lead multi-location teams (onshore/offshore/nearshore), including partner/vendor management and capacity planning.</p><p>
Drive performance management, skills uplift, knowledge management, and succession planning.</p><p>
Transformation &amp; Continuous Improvement</p><p>
Lead automation (e.g., bots, AIOps, monitoring), shift-left, and service simplification initiatives.</p><p>
Shape roadmaps (e.g., ECC to S/4HANA, SAP ALM adoption, SAP BTP extensions, hyperscaler modernization).</p><p>
Compliance &amp; Risk</p><p>
Ensure adherence to security, audit, and regulatory requirements; own risk register and mitigation plans.</p><p>
Align to Capgemini quality frameworks, delivery methods, and sustainability commitments.</p><p>
Required Qualifications</p><p>
12+ years in enterprise application services with 8+ years in SAP and 5+ years in service delivery/engagement management roles.</p><p>
Proven track record managing SAP AMS/Managed Services for large/global clients with measurable SLA/KPI improvements.</p><p>
Strong command of ITIL processes and service governance; experience with major incident/Problem Management.</p><p>
Experience with S/4HANA and/or complex ECC landscapes, and adjacent components (e.g., BW/4HANA, PI/PO, SAP BTP, SAP Solution Manager or SAP Cloud ALM).</p><p>
Demonstrated financial management (P&amp;L, budgets, invoicing, margin optimization) and contract/SOW governance.</p><p>
Excellent stakeholder management and executive communication skills; ability to influence and negotiate.</p><p>
Leadership of global delivery teams and vendor/partner ecosystems.</p></div></div></div></div></div><div><div><div>
<div><div>Ref. code</div><div>
430150-en_US</div></div><div><div>
Posted on</div><div>
04 Mar 2026</div></div><div><div>
Experience level</div><div>
Experienced Professionals</div></div><div><div>
Contract type</div><div>
Permanent</div></div><div><div>
Location</div><div>
Cairo</div></div><div><div>
Business unit</div><div>
Other Delivery units</div></div><div><div>
Brand</div><div>
Capgemini</div></div><div><div>
Professional communities</div><div>
Delivery Excellence</div></div></div></div></div></div></div></div></div><p></p>

SAP Service Delivery Manager

<div><p><b>Line of Service
</b></p>Advisory
<p></p><p><b>Industry/Sector
</b></p>Technology
<p></p><p><b>Specialism
</b></p>Advisory - Other
<p></p><p><b>Management Level
</b></p>Manager
<p></p><p><b>Job Description &amp; Summary
</b></p>At PwC, our people in project portfolio management focus on optimising project portfolios to drive strategic business outcomes. These individuals oversee project selection, prioritisation, and resource allocation to facilitate successful project delivery.
<br>
<br>
In project management at PwC, you will oversee and coordinate various projects to facilitate successful delivery within budget and timeline. You will leverage strong organisational and communication skills to effectively manage teams and stakeholders.
<p></p><div><b>Roles and Responsibilities:
</b></div><div></div><div><b>Finance MS Delivery Oversight
</b></div><ul><li>Oversees operational execution and delivery of Managed Services in line with business objectives.
</li><li>Oversees the delivery team day-to-day, including providing oversight for key client deliverables / outputs, and provides recommendations for service improvement.
</li><li>Assumes overall accountability for the oversight and successful execution of all engagements within the Managed Services portfolio.
</li><li>Holds overall accountability for SLA / OLA compliance across engagements and implements corrective actions to address any deviations, and continuously improves service delivery.
</li></ul><div></div><div><b>Quality, Delivery Excellence &amp; Continuous Improvement for Finance MS
</b></div><ul><li>Oversees quality reviews and audits to ensure that delivery complies with established standards and client expectations and leads quality improvement initiatives based on feedback and observations.
</li><li>Working with the business to design, develop, and implement comprehensive service delivery policies, standards, and processes that align with business objectives and industry best practices.
</li><li>Ensures that all function related activities are in line with established policies, procedures, and compliance standards.
</li><li>Stays updated on industry trends and emerging technologies to maintain best practices.
</li></ul><div></div><div><b>Governance &amp; Reporting
</b></div><ul><li>Implement and maintain robust governance frameworks, delivery playbooks, and escalation paths.
</li><li>Manage delivery performance dashboards, quality trackers, and resource health reports.
</li><li>Coordinate with PMO and workstream leads to ensure visibility on progress, risks, and dependencies.
</li></ul><div></div><div><b>Operational Excellence
</b></div><ul><li>Drive continuous improvement initiatives across delivery practices and service operations.
</li><li>Support audits, compliance checks, and adherence to internal and client-specific standards (e.g., ISO, ITIL, cloud governance).
</li><li>Monitor service health and coordinate root cause analysis and corrective actions.
</li></ul><div></div><div><b>Preferred skills
</b></div><ul><li><div>Strong financial acumen and understanding of the financial processes (e.g. O2C, R2R, FPA).
</div></li><li>Strong understanding of accounting principles, financial statements, and reporting standards (e.g., GAAP, IFRS, IPSAS).
</li><li>Ability to oversee teams analyzing financial data, identify discrepancies, and provide actionable insights
</li><li>Proficiency in accounting software and financial systems (e.g., SAP, Oracle), as well as advanced Excel skills
</li></ul><div></div><div><b>Expected Competencies:
</b></div><ul><li>Strong leadership and people management skills.
</li><li>Excellent client relationship management abilities.
</li><li>Proven ability to drive process improvements, organizational excellence and manage change.
</li><li>Excellent communication and interpersonal skills.
</li><li>Ability to work under pressure and manage multiple priorities.
</li><li>Ability to interact effectively in a regional team
</li></ul><p></p><p><b>Education </b><i>(if blank, degree and/or field of study not specified)
</i></p>Degrees/Field of Study required:
<p></p>Degrees/Field of Study preferred:
<p></p><p><b>Certifications </b><i>(if blank, certifications not specified)
</i></p><p></p><p><b>Required Skills
</b></p><p></p><p><b>Optional Skills
</b></p>Accepting Feedback, Accepting Feedback, Active Listening, Agile Methodology, Analytical Thinking, Business Case Development, Business Process Improvement, Change Control Processes, Coaching and Feedback, Communication, Costing, Creativity, Embracing Change, Emotional Regulation, Empathy, Inclusion, Intellectual Curiosity, IT Project Lifecycle, Kanban (Project Management), Learning Agility, Optimism, Plan of Action and Milestones (POA&amp;M), Process Mapping, Process Standardization, Professional Courage {+ 28 more}
<p></p><p><b>Desired Languages </b><i>(If blank, desired languages not specified)
</i></p><p></p><p><b>Travel Requirements
</b></p>Not Specified
<p></p><p><b>Available for Work Visa Sponsorship?
</b></p>No
<p></p><p><b>Government Clearance Required?
</b></p>No
<p></p><p><b>Job Posting End Date</b></p></div><p></p>

ETIC, Service Delivery Manager - Manager

TESTCREW

<div><b>Job Title: </b>Service Delivery Manager<br>
<b>Company: </b>Testcrew<br>
<b>Status: </b>Open<br>
<b>Designation: </b>Service Delivery Manager<br>
<b>Department: </b>Consulting &amp; Professional Services - CRE<br>
<b>Years of Experience: </b>8<br>
<b>Educational Background: </b>Bachelor's Degree (4-5 year degree)<br>
<b>Job Fulfillment Deadline: </b>2026-03-31<br>
<h3 class="jobSectionHeader"><b>Description:</b></h3>
<h3 class="jobSectionHeader"><b>Skills Required:</b></h3>
<ul><li>Client Communication</li>
<li>Understand and Manage the Delivery of services</li>
</ul><b>Project: </b>PROJ-0166<br>
<b>Talent Requisition ID: </b>JR-26-035731</div>

Service Delivery Manager

Abdul Latif Jameel United Finance

<div>
 <p>
  <strong>
   <u>
    About Us
   </u>
  </strong>
 </p>
 <p>
  Abdul Latif Jameel United Finance Company is a closed joint stock company licensed by the Saudi Central Bank (SAMA) to operate in financial leasing, productive assets financing, consumer products financing, and real estate financing. We provide a wide range of financing options for individuals and SMEs, including cash financing, all types of cars, heavy equipment, household and electronic appliances, as well as real estate financing. Our offerings are delivered through various Shariah-compliant financial solutions such as financial leasing, Murabaha, and Tawarruq, accessible via our widespread branch network across the Kingdom. We are committed to supporting entrepreneurs through Bab Rizq Jameel Financing programs and strive to be the leading financing destination for small and medium enterprises.
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   <u>
    Position Description
   </u>
  </strong>
 </p>
 <p>
  IT Services and Support Senior Manager is responsible for managing the delivery of IT services, ensuring that they meet the needs of the business and delivered in a timely and efficient manner. Ensuring the smooth operation of all support services within the organization. The senior manager is expected to use metrics-based management strategies and continuously seek ways to improve all processes and procedures.
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   <u>
    Key Accountabilities
   </u>
  </strong>
 </p>
 <ul>
  <li>
   Develop and implement IT Services Management process, procedures, and best practices to ensure the delivery of high-quality IT services to end-user
  </li>
  <li>
   Accurate reporting and tracking of IT Services based on KPIs
  </li>
  <li>
   Stay informed about emerging technologies and industry trend to continuously improve IT service delivery and support processes.
  </li>
  <li>
   Provide leadership, guidance, and mentorship to team members, fostering a culture of collaboration, accountability and continuous learning.
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   <u>
    Key Activities
   </u>
  </strong>
 </p>
 <ul>
  <li>
   Lead and manage IT service desk, incident management, problem management, change management, asset management and endpoint operation.
  </li>
  <li>
   Measure, monitor, and manage IT services to ensure optimal service delivery as per ITIL standard.
  </li>
  <li>
   Measure and track end user satisfaction.
  </li>
  <li>
   Define tools and resources to improve efficiencies within all end users&rsquo; channels and prepare tangible business case-related recommendations as needed.
  </li>
  <li>
   Streamline endpoint operation including patch management, security controls implementation as per regulation.
  </li>
  <li>
   Monitor and improve team performance
  </li>
  <li>
   Direct a complete training plan for the operation and technical support staff to ensure the alignment of the team with business and new market requirements
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   <u>
    Qualifications
   </u>
  </strong>
 </p>
 <p>
  Bachelor&rsquo;s degree in Computer Science, Engineering, or other related field is required.
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   <u>
    Work Experience
   </u>
  </strong>
 </p>
 <p>
  Minimum of 8 years in IT Services or relevant work experience.
 </p>
 <p>
 </p>
</div>


IT Services and Support Senior Manager

Red River

<div><div>At Red River Managed Services, we provide a welcoming and positive workplace where everyone feels valued and able to do their best work, fostering a one-team mentality. Our employees work together to foster wise decision-making that relies on data, experience, and collaboration. We seek self-motivated individuals who are open to an environment based on this teamwork and shared success.</div><div></div><div>
Our team works directly with our clients to create innovative solutions, challenge the status quo, and deliver first in class solutions. Our client-centric culture works to anticipate needs with an urgency to resolve issues and build long-term client relationships.</div><div></div><div>
We aim to expand our growing workforce with passionate individuals who are resilient in the face of uncertainty and possess a creative spirit, all while keeping the needs of our clients top of mind to foster individual and organizational success. Interested candidates must possess a desire for growth through continuous learning and feedback.</div><div></div><div>
Ideal candidates will possess the following skills and come prepared to discuss how they have experienced each of these areas in previous roles:</div><ul><li>
Collaboration &mdash; You bring a collaborative spirit to all interactions with others; you work to ensure everyone around you is welcomed and positioned to do their best work; you view every Red River colleague as a member of one team.</li><li>
Creativity&mdash; You welcome new ideas and listen with the intent to understand; you are passionate and persistent in pursuit of innovative solutions; you value &ldquo;brainstorming&rdquo; as an expression.</li><li>
Empathy &mdash; You take the time to understand both the needs of your clients and your team members; you anticipate client needs and address issues effectively; you work to make each client feel valued and understood; you foster loyalty and a long-term relationship.</li><li>
Integrity &mdash; You willingly receive and give feedback; you are open about what&rsquo;s working and what needs to improve; you admit mistakes openly and share learnings widely.</li><li>
Judgment &mdash; You are intentional when making decisions, with an aim toward long-term solutions rather than quick fixes; you rely on data, training, and collaboration with others to inform your decisions.</li><li>
Purpose&mdash; You exhibit courage in searching for the truth; you are willing to risk personal failure to help, or challenge the status quo, in the pursuit of excellence.</li><li>
Resilience &mdash; You thrive in rapidly changing circumstances; you adapt to change; you know when to include or escalate to others; you embrace a hard challenge.</li><li>
Selflessness &mdash; You are considerate when searching for new and different ideas; you seek what&rsquo;s best for the team and organization; you discern how your actions could affect others; you seek to make those around you successful.</li></ul><div></div><div>
Red River seeks a Service Delivery Manager (SDM) with the experience and leadership capability to manage technicians and engineers supporting Red River Managed Service RRMS clients. The SDM is responsible for the day-to-day delivery of services to clients and ensuring processes and procedures are in place for effective and efficient support of clients. The SDM role will be vital in boosting end user experience by ensuring the smooth delivery of top-notch services that meet and exceed client expectations and Red River&rsquo;s contractual commitments.</div><div></div><div>
Primary Position Tasks:</div><ul><li>
Depending on the scope of the client contract, the SDM may report to an Account Manager (AM) or the Senior Director of Service Delivery. The distinguishing criteria for determining the reporting relationship is whether the SDM is embedded within the client&rsquo;s operations or Red River&rsquo;s operations.</li><li>
Developing, with the AM, action plans resulting from root cause analyses, audits or other activities under the Service Level Agreements reached with clients.</li><li>
Leading, coaching, and potentially managing dedicated service desk team made up of Tier 1 thru Escalation analysts operating both on-site at the customer location or from our remote operations center.</li><li>
Developing, documenting, and refining service operating processes and procedures to drive improvements for more effective and efficient delivery.</li><li>
Monitoring, measuring, and reporting on performance against SLAs and KPIs.</li><li>
Delivering scheduled and ad-hoc Service reporting to management and clients</li><li>
Assisting with managing IT projects that leverage delivery staff including Professional Services Staff.</li><li>
Managing client escalations and satisfaction related issues</li><li>
Providing guidance to direct reports, both first line manager and delivery-oriented employees.</li><li>
Serving as an escalation point within Red River management for clients of Managed Services and resolving escalated issues in accordance with the Red River dispute escalation procedures.</li><li>
Ensuring clarity around priorities and goals for business operations, procurement, asset management and customer facing functional areas.</li><li>
Working across functions with peers in other accounts to ensure completion of shared goals.</li><li>
Interacting with senior management for reporting, strategy development and execution planning.</li><li>
Supporting Account Operations Management in the process of authorizing invoicing as part of contract management.</li><li>
Reviewing monthly charges and invoices to assure the accuracy of service fees and other charges including accurate pass-through expenses.</li><li>
Investigating variances relating to forecast expenditures or incurred expenditures.</li><li>
Reviewing and providing input on any amendments or Changes that modify the Service Fees</li><li>
Other duties as assigned</li></ul><div></div><div>
Minimum Education/Certification/Experience Requirements:</div><ul><li>
BS Business Administration, Computer Science, Engineering or other technical degree or equivalent experience.</li><li>
Previous technical support and experience in IT infrastructure with focus on Data Center, Network, Cloud Computing, Unified Communications, and Cyber Security, Database Management.</li></ul><div></div><div>
Preferred Education/Certification/Experience:</div><ul><li>
Experience with IVR technologies</li><li>
Experience with ServiceNow.</li><li>
Ability to achieve public trust clearance.</li><li>
5 years of management experience</li><li>
Knowledge of ITIL framework</li></ul><div></div><div>
Knowledge, Skills and Abilities:</div><ul><li>
Proficiency in leading both physical and virtual teams</li><li>
Ability to drive strategic direction.</li><li>
Decision-making skills</li><li>
Experience in dealing with third-party-provided services</li><li>
Asset management expertise and procurement expertise</li><li>
Strong organizational skills capacity to train and guide junior team members.</li><li>
Proactive attitude</li></ul><div>
Basic Qualifications:</div><ul><li>
U.S. Citizenship Required</li></ul><div></div><div>
Red River offers a competitive salary, excellent benefits and an exceptional work environment. You can review our <div>benefit</div> offerings here. If you are ready to join a growing company, please submit your resume and cover letter (optional).</div><div></div><div>
EOE M/F/DISABLED/Vet</div><div>
Red River is an equal opportunity employer. All qualified applicants will receive consideration for employment. Discrimination or harassment based upon any protected characteristics as defined by state or federal law is wholly inconsistent with our company values and will not be tolerated.</div><div></div><div>
In order to ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veterans Readjustment Act of 1974, and Title I of the American&rsquo;s with Disabilities Act of 1990, applicants that require accommodation in the job application process may contact <div>accommodation@redriver.com</div>. PLEASE NOTE: This contact channel is reserved for use by individuals with disabilities who require special accommodations in order to submit an expression of interest in a position within Red River.</div><div></div><div><i>
Red River does not accept unsolicited resumes from individual recruiters or third-party recruiting agencies in response to job postings or otherwise. Placement fees will not be paid to any recruiter unless Red River has an active agreement in place with the recruiter and such a request has been made by the Red River Talent Acquisition team and such candidate was submitted to the Red River Talent Acquisition Team via our </i><i>Applicant Tracking</i><i> System. Any unsolicited resumes or other data submitted to Red River in violation of this policy may be used by Red River without obligation to pay any fees of any kind to the recruiter.</i></div></div>

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