Job Title: Service Delivery Support
Job Description:
AppCentric is currently seeking a Service Delivery Manager to join our dynamic, highly motivated Service Delivery Team.
Skills & Experience Required:
∙ 5+ years of experience in IT industry
∙ Service Delivery Management experience
∙ Strong Project Management (3+ years)
∙ Technical background with a thorough understanding of the software development lifecycle
∙ Operational Process development experience
∙ Apply AppCentric quality methodologies across the portfolio; understanding a wide range of technologies offerings delivered to a large number of clients.
∙ Solid organizational skills and ability to work with multiple priorities
∙ Excellent verbal, written, and interpersonal communication skills interpersonal skills including the ability to work with diverse personalities.
∙ Overall understanding of multiple technologies including, SAP, Oracle, SailPoint, etc... ∙ Overall understanding of how applications are designed, built, tested and most importantly supported
∙ Knowledge of service transition
Responsibilities:
∙ Manage the operations of Application Services for our client
∙ Operation governance, service provider relationship management, service delivery, service level agreement monitoring and measurement, manage incident escalations, problem management, service request management, service delivery change management and continuous improvements.
∙ Ensure efficient & effective day-to-day operation of applications.
∙ Responsible for seamless application support across service provider(s) and internal resources
∙ Manage IT Service Providers on a day-to-day basis to deliver stable, effective and efficient IT operations.
∙ Escalation point for application Incident resolution
∙ Actively monitors 3rd party delivery of day-to-day activities to operate application environment (batch jobs, system metrics, etc) and ensures effective completion ∙ Accountable for managing enhancement request completion; Supporting Business Partner – re . budget, schedule, execution oversight (as necessary)
∙ Ensures operational effectiveness and efficiency of application Incident and Problem Management processes
∙ Monitors and tracks all application incident trends and ensures root cause and problem management processes are executed and documented, regardless of incident level and/or resolver group
∙ Proactively monitor SLAs OLAs* with 3rd parties to ensure application environment meets overall service levels particularly availability