IT Senior Service Delivery Manager

Mechanicsburg, Pennsylvania, USA Global Business Services 69866 26. April, 2021
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DHL is hiring an IT Senior Service Delivery Manager to join our team in Mechanicsburg, PA.The successful candidate will be responsible for all IT services delivered to the specific business partner: - ensuring that agreed SLAs targets are achieved or exceeded, - and ensuring service transparency. You will love your job!

Your Day-to-Day Responsibilities:

  • Change management coordination, Incident Management and Major incident handling.
  • Service reporting and service reviews
  • Managing customer expectations and relationship
  • Provides service, program & project support, technical consultancy and implementation planning to support cost-effective network infrastructure services that provide the adequate telecom services to support Core Network.
  • Participates in the design, implementation and support migration from DCTO to Core Network
  • Establish working relationship with Telecom providers and provide service management wrap
  • Service ownership and interface to BUs
  • Provides technical support to aid the resolution of problems and incident escalations implementing emergency resolutions/fixes
  • Executes the Capacity Management process in the multi-vendor environment
  • Support design and development of the additional Core Network components
  • Acts as an interface to ITS for the business partner for Run services, represents the business partner within ITS PdS and drives improvements on behalf of the business partner.
  • Provide one face to the business partner for all RUN services provided by IT Services
  • Increase business knowledge in ITS
  • Provide expertise on SLAs for business partners
  • Review service provision against agreed SLAs with business partners
  • Ensure that internal systems, processes and methodologies are followed to ensure effective monitoring, control and support of service delivery
  • Facilitate regular business partner Satisfaction Surveys
  • Ensure that the services in SDMs portfolio are covered by a Run order
  • Maintain service order transparency, ensure that the delivered services match the ordered volumes
  • Channel customers’ escalations towards successful resolution
  • Facilitate regular service reviews with business partners
  • Ensure standard reports are provided to business partner according to agreed schedule
  • Cooperate in identifying main areas for IT service Improvement
  • Cooperate in executions of service Improvement
  • Ensure that systems, process and methodologies are followed to allow effective monitoring, control and support of service delivery
  • Coordinate the activities to consolidate business partner requirements for enhancements to business applications

Your Qualifications:

  • US Citizen or green card (able to work with without sponsorship)
  • IT or business/management related degree (required)
  • ITIL Foundation certified, ideally ITIL Expert Level (preferred)
  • Project management or service ownership experience (preferred)
  • IT Services Delivery or IT Operations experience (preferred)
  • Effective communicator with strong influencing and relationship building skills
  • Strong decision making skills and customer focused
  • Prioritize effectively based on business impact
  • Able to negotiate Service Level Agreements and persistent in follow-up actions
  • Relationship Management
  • Opportunity Development and Request Intake
  • Availability Management
  • Service Level Management
  • Order Monitoring
  • Change coordination
  • Incident and Major incident handling

DHL is an equal opportunity employer.  We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic.  The EEO is the Law poster is available here:

Equal Opportunity Employer, Disability/Vets. Click here for EEO Statements and Reasonable Accommodations.

Zahlen und Fakten

  • Geschäftsbereich

    DHL Information Services (Americas), Inc.

  • Beschäftigungsart

    Unbefristet Vollzeit

Jetzt bewerben

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