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CyberSecurity Service Delivery Manager

Publish Date:  Oct 21, 2020
Location: 

US WIDE, US WIDE, US

Company:  Atos

About Atos

Atos is a global leader in digital transformation with 110,000 employees in 73 countries and annual revenue of € 12 billion. European number one in Cloud, Cybersecurity and High-Performance Computing, the Group provides end-to-end Orchestrated Hybrid Cloud, Big Data, Business Applications and Digital Workplace solutions. The Group is the Worldwide Information Technology Partner for the Olympic & Paralympic Games and operates under the brands Atos, Atos|Syntel, and Unify. Atos is a SE (Societas Europaea), listed on the CAC40 Paris stock index.


The purpose of Atos is to help design the future of the information space. Its expertise and services support the development of knowledge, education and research in a multicultural approach and contribute to the development of scientific and technological excellence. Across the world, the Group enables its customers and employees, and members of societies at large to live, work and develop sustainably, in a safe and secure information space.

 

Position Title: Service Delivery Manager

 

Core Responsibilities:

• Uses negotiating skills and personal presence to represent the account at a high level, both externally and internally, formally and informally, establishing confidence and respect both for the functions represented and as an individual.

• Advises and influences business clients and customers, at management level regarding the delivery, costs, availability and functionality of services and systems and develops an effective partnership with suppliers and customers.

• Ensures that service level agreements, contracts and negotiations with both internal and external suppliers are aimed at meeting the business needs of the account, by providing a value for money service, in terms of standards, quality, efficiency, safety, performance and cost effectiveness.

• Takes responsibility for the financial and staffing aspects of operational management, service delivery and project management as well as the full range of technical considerations involved.

• Takes responsibility, at a senior level, within an operational environment, for setting targets, monitoring performance, and managing the service in an efficient and effective manner.

• Ensures that the necessary processes and procedures are in place to maintain or recover the delivery of systems and services in the event of any physical, technical or environmental disaster or major outage, providing continuity of service to the accounts customers.

• Other duties as assigned.

 

Minimum Qualifications:

• Bachelor’s degree (BS, BA), or equivalent 5 to 7 years’ IT services professional experience

• 7 - 10 years industry experience in a Customer facing Service Delivery role

• Program and or Project Management experience

• Outstanding verbal, written and interpersonal communication skills

• Strategic and tactical level reporting experience.

• Escalation management skills

• Ability to lead matrixed teams to meet critical customer project and delivery deadlines

• Demonstrated leadership qualities and self-sufficiency.

• Ability to carry out Root Cause Analysis to identify issues and resolve with minimum of delay and impact

• Demonstrated ability to exercise sound business judgment to determine logical solutions to customer technical issues.

• Must have a passion for customer satisfaction and have the ability to manage the customer’s needs and expectations.

• Should have excellent organizational, time management and customer relation/communication skills.

• Must be analytical and self-motivated, demonstrate leadership qualities and self-sufficiency, team oriented, enthusiastic and understand stress management.

• Ability to identify trends of issues and propose innovative solutions.

• IT Infrastructure Library (ITIL) v3 accreditation.

Here at Atos, we want all of our employees to feel valued, appreciated, and free to be who they are at work. Our employee lifecycle processes are designed to prevent discrimination against our people regardless of gender identity or expression, sexual orientation, religion, ethnicity, age, neurodiversity, disability status, citizenship, or any other aspect which makes them unique. Across the globe, we have created a variety of programs to embed our Atos culture of inclusivity, and work hard to ensure that all of our employees have an equal opportunity to contribute and feel that they are exactly where they belong.