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Service Delivery Lead
Ref No.: 17-05019
Location: Maitland, Florida
Position Type:Full Time/Contract
Start Date: 06/06/2017
Title: Service Deliver Lead
Location: Maitland, FL
Duration: 3 Month Contract to Hire
Compensation: DOE
  • As Cloud Service Delivery Lead you will be assisting in the overall delivery orchestration for a number of client schools as well as Delivering planning in consultation with Customer Service Manager, review and assign SNOW tickets.
  • You will have full lifecycle ownership of SNOW tickets for customers in portfolio and incident tracking, resolution, and review also ownership of the Incident Response Summary and Root Cause Analysis for customers in portfolio.
  • You will attend project meetings as needed to address technical questions, provide technical advice for internal/external clients and review customer workload for optimization, correction and feedback to Customer Success Team.
  • Participate in the service catalog maintenance and ensure procedure documentation is available for items in the service catalog.
  • Accountable for internal/external client documentation ensuring current for each supported client.
  • You will occasionally audit client and service meetings to for quality service delivery/standards are being followed.
  • Participate in onboarding new staff members and lead daily delivery scrum meetings and weekly delivery meetings with customers in portfolio
  • Maintain a 30% billable time ratio.

Requirements:
  • BS/BA degree. Other qualifications with adequate experience will be considered.
  • 7+ years proven professional and technical industry experience
  • Leading a technical team
  • Systems or application administrator and enterprise environment.
  • Supporting and managing systems and/or application engineers
  • Banner 8 and 9 ecosystems in a production environment
  • Leadership and management skills
  • Analytical and technical problem-solving
  • Willingness to engage in process improvement and developing new efficient means of execution
  • Superior verbal and written skills, excellent customer service, as well as high attention to detail