SERVICE DELIVERY MANAGER

Position Title: 

Service Delivery Manager – 911 Services

Location: 

Remote

This position is for a Service Delivery Manager. The Service Delivery Manager will be responsible for customer relationship management and oversite of the delivery of services to 911 Call Handling and Call Routing clients of Atos Public Safety.

Core Responsibilities:

• Lead the management and day-to-day operations of our customer solutions with a focus on customer satisfaction, alignment to contract requirements and meeting contractual SLAs.
• Identify and track key service metrics for Customer solutions and drive continuous improvement within those Customer environments based on those key metrics.
• Create/Maintain service delivery reference materials for Customer contracts and solutions.
• Develop and maintain Customer specific policies, processes, and procedures to ensure solution reliability and contract compliance.
• Act as primary escalation point for Customer needs and help drive escalation within the Atos organization to ensure Customer needs are meet appropriately.
• Perform project management activities where required to ensure smooth transition to Atos services and with regard to continuous improvement activities within the Customer environments.
• Provide oversite and manage compliance with Customer/contract specific ITIL processes (Incident, Problem, Change, Service Level Management, Major Incident Management, etc..)

Minimum Qualifications:

• 6+ years’ experience as a managing and supporting complex technology environments.
• 4+ years in s Service Delivery
• Experience in working in complex, secure, high availability environment
• Excellent leadership and project management skills and experience. 
• Advanced knowledge in establishing and maintaining cooperative working relationships with Customers, vendors, teammates, and external organizations.
• Excellent verbal, written, and interpersonal communication skills, including the ability to effectively communicate with internal and external customers.
• Ability to design and implement effective policies to achieve consistent team results.
• Bachelor’s Degree or related work experience.
• Public Safety experience, particularly previous 911 service provider experience (911, Fire, Police or EMS)
• Ability to communicate ideas in both technical and user-friendly language.
• Highly self-motivated and directed, with keen attention to detail.
• Good verbal and written communication skills.
• Strong problem solving, leadership, team building, and troubleshooting skills.
• #LI-US #LI-REMOTE