Insight Investments Corporate Office - Costa Mesa, CA

Service Delivery Manager - Red8

Job Locations US-NM-Albuquerque
Job ID
2020-1511
Type
Regular Full-Time
Division
Red8

Responsibilities

  • Develop and implement Service Level Management program including SLA, implementation plans, deliverables, processes, communications, improvements, control, and risk management.
  • Direct and execute the delivery, development, integration, implementation, and overall management of the day to day services, services life cycle improvement, knowledgebase content, processes and procedures adherence.
  • Maintain practice and support readiness (skilled and trained workforce, strong partner relations, tested and proven technical solutions, and development methodologies).
  • Facilitate conversations around continuous service improvements with clients, partners and internal resources to ensure all technology endeavors are optimally supported.
  • Act as the voice of the customer while identifying new projects and expansion opportunities.
  • Act as a liaison between the customer and Red8 service organization with a focus on communicating our capabilities, promoting opportunities, and guiding the customer during their business initiatives planning, risk mitigation, and operational readiness plans.
  • Establish an ongoing and frequent cadence of communication and collaboration with the customer across all levels (users, departments, stakeholders and C-suite) to promote mutual trust, respect and understanding.
  • Function as a focal point of contact for escalations and major incidents, and facilitate calls to engage all stakeholders and resolver groups, guaranteeing that effective communications are established for the initial incident response, root cause analysis, and creating a critical path to restore services  to operational status.
  • Utilize technical knowledge and delivery management models and best practices to reduce the business impact of outages and to enhance operational efficiencies.
  • Collaborate with sales teams to ensure growth attainment and footprint increase through identifying expansion opportunities.
  • Recruit and hire team members based on required criteria and exceptional expertise that will ensure successful services delivery, and cultural fit while actively managing their schedule, productivity and performance.

Qualifications / Education

  • Bachelor's Degree in Information Systems, Information Technology, Computer Science, Computer Engineering, or applicable/related field.
  • 7-10 years of experience managing service delivery and operations in an IT Organization.
  • 4-6 years of experience delivering projects as a Project Manager, People Manager, or Process Consultant.
  • 4-6 years of experience in a 24x7x365 environment supporting Incident Response and IT Operations (L1-L3).
  • 1-2 years of experience running a help desk.
  • Great leadership, people skills, and people management with an emphasis on being a team player.
  • Practical knowledge of the ITIL/ ITSM framework for Incident, Problem, and Change Management in a complex environment.
  • Exceptional verbal and written communication skills with the ability to create and present technical content to the business, technical, and operational audiences.
  • Demonstrated ability to provide a root cause analysis, understand the business impacts, and assist in developing a remediation plan.
  • Broad and deep understanding of a variety of information technology and related services.
  • Proven ability in notifying and organizing stakeholders to coordinate efforts to resolve critical outages.
  • Familiarity with MOA, MSA, and SOW.
  • Proven ability to build and maintain effective relationships with all customer stakeholders, particularly from a service focus and quality standpoint.
  • Proven ability to work in a constantly changing environment with limited direction.

Skills

  • ITIL certification
  • Experience in the financial and banking industry
  • Experience working for a Cloud or Managed Service Provider corporation
  • Experience working with Microsoft Products (Project, Excel, SharePoint, Visio, and PowerPoint)
  • Experience with Agile, preferably as an Agile Scrum Master or Agile Product Owner.
  • Experience working in a Regulated/ Compliant environment (HIPAA, FERPA, PCI, SOX, etc...)
  • Experience in automating service delivery

 

Travel
Candidates must be willing and able to travel to multiple sites and across states as necessary

 

Insight Investments, LLC (Red8) is an Equal Employment Opportunity/Affirmative Action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, gender, age, sexual orientation, gender identity, disability, status as a Veteran or other protected classification.

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