Job #: 2419
Title: Service Delivery Manager – Grand Rapids, MI
We are currently seeking a Delivery Lead to join our ATO Cloud Operations team in our Grand Rapids, Michigan office.
Lead an on shore and off shore team in the information technology service management (ITSM) delivery of a Cloud Operations Managed Services and Infrastructure as a Service (IaaS) products to our internal and external clients.
Manage the engagement relationship though onboarding, initiation, and ongoing operational support with our client and internal stakeholders.
Drive process improvement and cost savings through efficient IT operations, continuous operational improvement, task automation, and strategic initiatives ongoing for assigned client engagements.
Interface and vendor manage external and internal groups and subcontractors; including but not limited to: Service / Help Desk, Cloud Operations, and Application Development across incident, problem, change, and requests.
Lead Major Incident resolution and subsequent Root Cause Analysis investigation.
Define, manage, and report Key Performance Indicators (KPI) and Service Level Agreements (SLAs) to monitor process health and client facing service metrics.
Client workload onboarding and management
Due to Federal requirements, US Citizenship is required.
A minimum of five years of IT Service Management or IT Operations in client facing information systems/technology
A minimum of three experience in one or more of the following: HIPAA, NIST, COBIT, FEDRAMP
A minimum of three years delivering Cloud services hosted on Azure.
A client advocate and influential communicator through multiple channels.
Proactively drives change, flexible, with meticulous attention to detail.
Bachelor’s degree in an appropriate field from an accredited college/university or equivalent work experience.
Education or equivalent experience in ITIL preferred for this position.