Service Manager - Datacenter

Apply Now

Company: InfiCare Software Technologies

Location: Dallas, TX 75217

Description:

Managing the day-to-day operational delivery of Services to the Customer, including efficient and effective management of the technical staff and tools
Ensuring delivery and continuity of daily operations, support, maintenance and administration for the services
Identifying risk and issues in the delivery of the Services on a regular basis and making sure they are managed to resolution in collaboration with the customer
Manages the development and implementation of operational and configuration Changes to the technical components for the area of responsibility
Manages and assesses the quantity and quality of staff resources used in the delivery of Services and makes recommendations for corrective actions to management when necessary to address issues
Maintains and supports the in scope technical components to the requirements in the Statement of Work that is within the area of responsibility for the Service Manager
Ensure staff resources have the proper knowledge, training, and skills, along with following the Providers customer-approved Procedures in delivery of the Services as required in the Agreement
Assist management in making decisions to improve service delivery and quality at an operational level; and
Provide recommendations on technologies, tools, and products to be adopted to meet the present and future requirements of the Customer

Must Have's:

Strong project, customer service, communications, and service management skills based on experience with outsourcing arrangements
Expertise in working with Managed Service Providers (MSPs)
Knowledge and experience of industry standards such as ITIL version 3, ISO 20000-1:2011, COBIT, and CMMI - SVC at level 3 at minimum
Certified ITIL service management foundation
Training, experience, and certification in the technical components and tools managed
Strong knowledge of management of staff resources, including the ability to motivate staff and resolving issues and conflicts
Knowledge of service integration processes and procedures in a sourcing environment, including the ability to work with other; Providers to meet the customer's end-to-end service levels; and
Ability to manage ITSM management processes and procedures in an outsourcing environment

Good to Have:

8 years of experience in managing service delivery for similar services for a similar-sized organization compared to the customer
At minimum certified ITIL service management foundation
IT technical certifications would be desired related to the in-scope components, tools, and services; and
An associate degree in business, technology, or related field, but a bachelor's degree would be preferable