What are the responsibilities and job description for the SERVICE DELIVERY MANAGER II position at TDS Telecommunications LLC?

Overview

Want to be part of a customer focused, high performance, high integrity team of technology professionals? At OneNeck IT Solutions we deliver world class IT solutions 365 / 24 / 7. We’re in search of dynamic individuals that are passionate about technology and providing best-in-class customer service. Our managed services engagements allow our employees to have access to a variety of technologies and environments, broadening your skillset while preparing you for future growth.

The full job description covers all associated skills, previous experience, and any qualifications that applicants are expected to have.

OneNeck IT Solutions LLC employs nearly 550 people throughout the U.S. The company offers hybrid IT solutions including cloud and hosting solutions, managed services, ERP application management, professional services, IT hardware and top-tier data centers in Arizona, Colorado, Iowa, Minnesota, Oregon and Wisconsin. OneNeck's team of technology professionals manage secure, world-class, hybrid IT infrastructures and applications for hundreds of businesses around the globe.

The Service Delivery Manager II is an intermediate role responsible for managing the overall and ongoing service delivery for moderately complex accounts. The customer portfolio includes customers with similar services and where customers are leveraging a subset of OneNeck IT Solutions catalog (Colocation, Cloud, Managed Services, etc). This role works under frequent supervision of the Manager-Service Delivery.

Responsibilities

Communicate and manage externally (with customer) regarding OneNeck services with moderate complexity :

Existing service delivery problems, including customer complaints
Past performance, including service reviews, PIRs, and RCAs
Work in progress, including incidents, service requests, changes, and problems
Service descriptions and alignment of service delivery
Compliance and audit participation
Billings, including SLA penalties
Overall customer status and satisfaction

Communicate and manage internally :

Existing service delivery problems, including customer complaints

Work in progress, including incidents, service requests, changes, and problems

Overall customer status and satisfaction

Maintain and improve :

Configuration information, including CMBD information

Customer runbooks

Escalation and customer contact information

Letters of Authorization from third-party suppliers and maintenance contracts

Overall customer business and technical overview

Manage ITIL Change Management with moderate complexity :

For all OneNeck performed changes

Awareness, understanding, and integration of customer changes with OneNeck performed change activity and schedule

Initiate and manage all OneNeck Problem Management activities

Identify, participate and as necessary escalate :

Opportunities for service delivery improvements, including process, procedure, and technical architecture

Customer concerns

SLA breaches

Recurring service delivery issues or systems performance issues

Customer-specific risks (risk reports)

Qualifications

Required Qualifications

Bachelor’s Degree (or higher) –OR- 4 years professional work experience.

4 years direct customer service or project management experience.

2 years in a corporate IT function.

Other Qualifications

ITIL V3 experience or certification.

Technical knowledge of data center infrastructure, colocation, server, network and managed services offerings.

Excellent verbal and written communication skills.

Formal IT and business centric presentation skills for multiple levels of management.

Demonstrated ability to work with multiple large customer accounts at the same time.

Ability to travel within territory and to company and customer locations as needed.

Ability to establish customer trust and confidence.

If the needs of the business dictate, perform tasks outside normally scheduled business hours.

Benefits :

As a part of your total compensation, TDS provides a comprehensive, competitive benefit package. The benefit plans address both the immediate and long term needs that you and your family may have. For an overview of what we have to offer for full-time employees including vacation, health benefits and retirement options please click here.

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SERVICE DELIVERY MANAGER II

What are the responsibilities and job description for the SERVICE DELIVERY MANAGER II position at TDS Telecommunications LLC?

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