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Service Delivery Lead
Ref No.: 17-05951
Location: Fairfax, Virginia
Position Type:Right to Hire
Start Date: 06/06/2017
My direct client in Maitland, FL is hiring a Service Delivery Lead!

Job Title: Service Delivery Lead
Location: Maitland, FL
Duration: 3 month contract to hire
Rate: DOE

  • 5+ years proven professional and technical industry experience
  • Ellucian Banner 8 and 9 ecosystems in a production environment (or Oracle Product Experience!)
  • Systems or application administrator and enterprise environment.
  • Supporting and managing systems and/or application engineers
  • Leadership and management skills
  • Analytical and technical problem-solving skills
  • 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
  • BA/BS degree or equivalent experience
Nice to have:
  • Tomcat experience (the company is transitioning  from Weblogic to Tomcat)
  • AWS experience

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.

If qualified and interested please send a current word version of your resume to Drew Middleditch at