Service Delivery Manager – Managed Services
Why WWT?
At World Wide Technology, we work together to make a new world happen. Our important work benefits our clients and partners as much as it does our people and communities across the globe. WWT is dedicated to achieving its mission of creating a profitable growth company that is also a Great Place to Work for All. We achieve this through our world-class culture, generous benefits and by delivering cutting-edge technology solutions for our clients.
Founded in 1990, World Wide Technology (WWT) is a global technology solutions provider leading the AI and Digital Revolution. With more than $20 billion in annual revenue, WWT combines the power of strategy, execution and partnership to accelerate digital transformational outcomes for large public and private organizations. Through its Advanced Technology Center, a collaborative ecosystem of the world's most advanced hardware and software solutions, WWT helps clients and partners conceptualize, test and validate innovative technology solutions for the best business outcomes and then deploys them at scale through its global warehousing, distribution and integration capabilities.
With over 10,000 employees and more than 55 locations around the world, WWT's culture, built on a set of core values and established leadership philosophies, has been recognized 13 years in a row by Fortune and Great Place to Work® for its unique blend of determination, innovation and creating a great place to work for all. With this culture at its foundation, WWT bridges the gap between business and technology to make a new world happen for its customers, partners and communities.
Want to work with highly motivated individuals on high-performance teams? Join WWT today!
What is the Solutions Consulting & Engineering (SC&E) Team and why join?
The Solutions Consulting & Engineering is an organization that is customer focused and solutions Led. We deliver end-to-end and emerging solutions to drive customer value, satisfaction, increase profitability, and growth. Our success is enabled by our world-class management consulting, delivery excellence, and engineering brilliance. We embody the OneWWT mindset by bringing the right talent at the right time from anywhere within WWT to solve our customer's problems. Our goal is to bring together business acumen with full-stack technical know-how to develop innovative solutions for our customers' most complex challenges.
What will you be doing?
World Wide Technology, Inc. has an opportunity available for a Service Delivery Manager in Infrastructure Services Managed Services. This position will be focused on providing operational oversite for our Managed Services customers. Oversight includes assisting with all aspects of high-priority projects, incidents, major incidents, and service requests. This position includes an on-call rotation schedule with team members to provide 24X7 support for Managed Services. Candidates must embrace World Wide Technology's Core values (Why WWT - Culture - WWT).
Your Responsibilities
An ability to perform monthly or bi-monthly rotational shift work (Japan Time, Japan Time +8, and Japan Time +16) Integrate with Managed Services teams and Managed Services customers. Specifically, you will collaborate, coordinate, and communicate with your peer Customer Service Managers, Engineers, Architects, Service Desk Representatives, as well as customer executives and supporting team members. Act as the escalation point for all Managed Services operational requests and issues. Provide operational oversight to Managed Services customers. Be customer-facing for daily operations. Attend all internal and external meetings related to assigned customers. Participate in onboarding new customers to operational readiness Have demonstrative experiences with ITIL Service Management practices, including Incident, Change Enablement, Service Request, Major Incident Management, Problem Management, Knowledge Management, and Asset Management. Own the delivery of managed services and are responsible for the health of the services, independently of which department or group within WWT or an OEM the services are sourced. Demonstrate extreme ownership for customers. Learn to navigate the organization quickly and effectively. Review all incidents, major incidents, changes, requests, problems, and all Managed Services monitoring tools for assigned customers daily, with a heavy focus on ticket and process quality. Monitor SLA/SLT/SLO measurements to ensure compliance daily for assigned customers. Must be able to anticipate, remediate, and report risks. You must act with a problem-solving mindset. Prepare and conduct weekly, monthly, and quarterly operations meetings for all assigned Managed Service customers. Work with the Operations Management team, ensuring Engineers and Architects have the proper skills and experiences to support Managed Services customers. Manage escalation bridges for major incidents or problems for Managed Services customers. Create and present Root Cause Analysis for all major Incidents and problems. Generate Managed Services reporting and Key Performance Indicators (e.g. MTTR). Learn, follow, and improve processes and compliance functions. Create and update documentation including Standard Operating Processes and Procedures. Perform training for new employees. Build, develop, and maintain OEM and Vendor relationships.