What are the responsibilities and job description for the Service Delivery Manager – USA position at Insentra Pty?

At Insentra, we want innovators to join us no matter their time zone. We are one global team working towards the goal of becoming the #1 Channel Services Partner in the world. We Dare to be Different and celebrate those differences every day. We are a flexible workplace looking for passion and innovation in our crew.

Please ensure you read the below overview and requirements for this employment opportunity completely.

At Insentra, we believe in a core set of values that define our work and our company culture. We define these values by being the best versions of ourselves and loving the work we do. We create an outstanding work environment for our crew, partners, and clients. We live our values and love to #HIT ACES : Honesty, Integrity, Trust, Accountability, Celebration, Efficiency, and Service Excellence. The core of everything we do is ONE TEAM ONE DREAM.

WHAT WE’RE LOOKING FOR

Our Managed Services Team is fast-paced, nimble, and stands for excellence. This role is for someone who loves variety and is passionate about growing a career as a world-class Service Delivery Manager (SDM). You will be responsible for working with partners and end clients to understand their requirements and to design and deliver exceptional outcomes for their Managed Service environments. Your main responsibilities include :

Own and manage strategic initiatives such as adherence to technology roadmaps, use cases for introduction of new technology and managed services, maintaining Risk Registers and Mitigation plans, and driving Continual Service Improvement plans and initiatives.
The Service Delivery Manager (SDM) plays a critical role in the coordination and delivery of operational support to the Client and is seen as an extension of the client’s IT Operations team.
Own” escalations pre-, during, and post-incident (including Major Incident management), ensuring regular and timely feedback is provided to the client throughout the lifecycle of the escalation.
Coordinate and manage all technical and business conference calls, monthly governance sessions, analysis sessions, and post-incident reviews for P1 Escalations’ and between Insentra engineers, 3rd Party Vendor support teams and Client and partner support teams.
Work with the internal and customer technical teams to create awareness of risks and gaps in coverage and drive new upsell opportunities.
Reporting and analytics.

EXPERIENCE & ATTRIBUTES

Experienced with contract management, including contract amendments and renewals.

Strong analytical skills.

Experienced with producing and presenting high-quality reports.

Knowledge and technical aptitude for Microsoft technologies, Security, and Citrix technologies.

Experience in implementing best practice methodology to drive organizational effectiveness.

Experience working with multiple large complex clients and liaising with all levels of the business.

Comprehensive working knowledge of ITSM tools.

Proven ability to manage out-of-scope tasks and small statement of works projects.

Bachelor’s degree or equivalent experience.

ITIL Foundation (or greater) Certificate.

ABOUT YOU

Core alignment with Insentra values #HITACES.

Motivated for success.

Positive attitude and love to be part of a team.

Aptitude to learn and drive to build a career at Insentra.

Strong analytical problem-solving and interpersonal skills and the ability to perform under pressure.

Can work with a team to build a process, not just follow one.

Ability to handle multiple engagements simultaneously.

Strong verbal and written communication skills.

Hard-working, motivated, proactive, and enthusiastic.

Self-starter able to complete tasks with minimal instruction and supervision.

Understands that 9-5 isn’t always normal, and willing to go the extra mile!

LOCATION

Remote, United States.

WHY INSENTRA IS THE PLACE FOR YOU

Although we expect a lot, we also invest a lot. Aside from being awarded as one of the top 10 IT companies to work for in Australia (2016-2020) and all the standard crew benefits, we also have a few other perks you might want to know about :

Output not input. Although we’re not 9-5, we are flexible with how you work.

Own your own career. We love creating rock stars and are here to support you in achieving your career aspirations.

Honesty, Integrity, and Trust. If these values sound like you – you’re in good company at Insentra!

No Bull. No politics , just a team who love working with one another being their honest selves.

Celebration is one of our core values. We prioritize celebrating big and small wins in teams.

No boring weeks! We love to face a new challenge and at Insentra no two days are the same.

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