Service Delivery Manager (US Shift)

• Ensure defined Application Service Management processes are followed for Incident, Problem and Change Management
• Accountable to Lead Service Manager for reporting key performance and application service management metrics
• Provide input to Application and Service status including service health, availability, adherence to SLA’s, timely problem resolution, disaster recovery, performance and service change management
• Responsible for relationship management, ensuring Vendors/Partners are meeting SLA’s and escalating issues regarding performance to the Lead Service Manager and Service Owners
• Responsible for ensuring accurate maintenance of service entry in the Service Catalogue (CMDB)
• Review and keep updated key process and knowledge bases
• Responding to RFP and InfoSec requirements
• Being platform coordinator for incident management resolution bridge calls
• Works closely with client technologies colleagues to ensure the platform functions as per agreed specifications

Qualifications

• 5+ years of relevant experience as Service Delivery Manager
• Excellent verbal and written communication skills, with the ability to effectively communicate business and technical information across all levels of the organization, sensitive to the needs of unique audiences
• Competent in facilitating meetings and monitoring action items to completion
• Detail orientated, able to analyze and recognize themes and root causes of issues
• Experience of working in virtual teams
• Service Integration and Management (SIAM) certification preferred or ITIL 4 Foundation
• Exposure to ticket management tools e.g .ServiceNow, Jira, Remedy
• Good conceptual understanding and interest in Microsoft Azure technologies.
• Able to cover North America time-zone

WTW is an Equal Opportunity Employer