Job: Telecom Service Delivery Manager

Jobing Description

New Search | Search Results 12819 0EAD5E86-188B-F72B-90600E75BD69AE68 1 12819 0EAD5E86-188B-F72B-90600E75BD69AE68 12819 0EAD5E86-188B-F72B-90600E75BD69AE68 12819 Yes Create Profile/Apply Email A Friend Job Title: Telecom Service Delivery Manager Area of Interest: Information Technology Qualifications: Qualifications: Bachelor s degree in information technology, engineering, business or a related discipline, or equivalent telecom industry experience. A minimum of 5 years relevant telecom experience to include previous Service Delivery experience, developing RFP s, negotiating statements of work and service level agreements, and managing IT Telecom service providers/outsourcers to deliver the contracted services that meet or exceed service levels, within the agreed-to pricing. General knowledge and experience across all of the key IT technology towers including applications, desktop, distributed computing, data centers, and telecommunications, and overall knowledge and experience with the cross functional towers such as help desk, security, and quality assurance. Job Description: Telecom Service Delivery Manager Summary Job Description: Telecom Service Delivery Manager will monitor and report overall Telecom service delivery performance and quality for retained and outsourced services; ensure gap and root-cause analyses are conducted; and manage the day-to-day operational relationship with the Service Provider. This position will play a key role in specifying and managing the infrastructure elements for the statements of work and service level agreements to be developed with the service provider. The position will develop the operating level agreements between the internal American Red Cross service providers and multiple infrastructure service providers. Once the new system is operational, the position will be an important part of managing infrastructure service providers to optimize the cost, quality, and performance of the Red Cross infrastructure to meet performance requirements of the Red Cross business units. This position will also ensure that key ITIL cross functional processes work properly to deliver the high-quality end to end application performance. Major Responsibilities: Help develop and negotiate operating level or agreements among the internal American Red Cross service providers and key IT infrastructure service providers. Monitor Telecom service performance to ensure that service standards are met on a consistent basis Facilitate the review and validation of Telecom service performance reporting distributed by the Service Provider Lead an integrated Project team responsible for providing effective and efficient support for all operational issues relating to the Telecom infrastructure Coordinate with the Supplier Management and Finance Manager to capture/confirm Telecom business-value achievement ? including the business case Ensure that the ITIL cross functional processes such as Change, Release, Configuration, Incident, Capacity, Performance, and Problem Management are set up and function properly to meet the end to end application performance requirements. Oversee day-to-day service delivery management process, including incident, problem, change, and configuration management. Coordinate with project managers to ensure smooth a transition to production for application projects Provide vendor management and coordination; develop and negotiate SOWs with vendors Manage escalated matters and work with internal and external parties to bring issues to resolution. Measure service levels and monitors performance against SLAs. Prepare, facilitate and conduct regular (monthly and quarterly) meetings to review performance metrics, trending and project updates. Coordinate with Information Security to insure security standards are followed across all programs. Establish and maintain open communication with all service providers and supported organizations; provide technical oversight for all third party contacts providing IT infrastructure services. Interpret the statement of work and any other technical performance requirements of all 3rd party contracts and perform technical performance evaluations as required. monitor performance of the all third party contracts to ensure requirements are executed in accordance with contract terms, conditions and specifications; recommend changes in requirements to the Contracting Officer. Develop metrics and key performance indicators to measure infrastructure systems and supplier performance, and establish and manage service level agreements. Extend current service delivery processes to manage the blood bank application performance. Contribute to effectively managing relationships with key suppliers to establish and maintain high Red Cross user satisfaction. Carefully monitor spending to ensure sound financial management. Establish and lead a benchmarking process to validate market competitive cost and quality of the IT infrastructure that supports blood bank application. Collaborate with the Chief Technology Officer, IT architects, and design engineers to continually optimize system performance and refresh hardware/software. Develop and direct continuous improvement projects. Ensure the IT infrastructure, systems and processes meet quality management and FDA standards, and support and participate in audits Initiate, define and implement standards, operating procedures, and new programs to improve quality and performance of the infrastructure supporting the blood bank application. Participate in the processes for service restoration and root cause analysis/corrective actions. Lead, coach, motivate, evaluate, and assist team members to ensure teamwork and high performance. Requisition Number: NHQ12819 Country: United States State/Province: Virginia City: Ashburn Full Time / Part Time: Full Time Shift: 1st - First Shift Work Schedule: 8am-5pm Percentage of Travel: Relocation Eligibility: No 12819 0EAD5E86-188B-F72B-90600E75BD69AE68 1 12819 0EAD5E86-188B-F72B-90600E75BD69AE68 12819 0EAD5E86-188B-F72B-90600E75BD69AE68 12819 Yes Create Profile/Apply Email A Friend