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ITSM Manager
Ref No.: 18-05570
Location: Herndon, Virginia
IT Services Manager

Our client is looking for an IT Service Manager to manage the delivery of services to customer solutions through the life of contract. The work involves managing incidents, requests, changes, problems, partners and overall customer experience for the customer solution. The domain of the solutions includes data center, cloud, network (LAN/WAN), storage, security, backup/restore and DR technologies. The role is for critical and complex customer solutions and may span across several locations/countries. The Service Manager may manage one or more customers based on the solution scale, complexity and other factors. This person will work side by side the internal Service Desk management team and be responsible for communications and overall management of service delivery to the customer. This person will need to collaborate and lead efforts of several support teams internal and external.

Additional Job Details:Responsibilities:
  • Work with transition team to ensure the handoff from transition to operations is smooth
  • Responsible for defining and documenting specific incident and problem management process for customer solution
  • Responsible for defining and documenting specific change/request management process for customer solution
  • Responsible for defining and documenting the solution monitoring, alerting and actions from alerts
  • Identify and document any changes that are needed to make to its standard ITSM processes to cater to customer solution
  • Communicate and train all stakeholders, internal and external, on the defined ITSM processes on the solution
  • Act as technical team lead for the service delivery organization including the service desk
  • Actively participate in and manage the critical incidents and changes in the day to day operations
  • Manage the service delivery per the customer contract
  • Interact with and manage partners that are involved in the service delivery process
  • Own and be responsible for the contractual obligations of partners, internal and external, in the service delivery on the customer solution
  • Approve partner/vendor invoices based on them meeting their contractual obligations
  • Coordinate with all teams to manage the customer experience
  • Create baseline metrics against which NTTA will strive to improve upon around a continuous improvement process Requirements:
  • At least 10 years of experience in the service delivery of infrastructure solutions to customers
  • At least 5 years of experience in technical support role within a service provider organization providing support to customer applications, systems or infrastructure
  • At least 2 years-experience in designing and implementing ITSM processes for large enterprises
  • Strong domain experience in data center, cloud, network, storage, security and managed services
  • Specific experience with hands-on technical work with one or more of the following technologies is highly desirable: Windows, Linux, virtualization, networking, storage, security
  • Experience with technical project management is desirable
  • Experience with implementing infrastructure solutions is desirable
  • Experience with PCI, SOC, HIPAA, ISO and other regulatory and compliance implementations desirable
  • Strong communication (including documentation), leadership and management skills
  • Strong prioritizing, analytical, problem-solving, skills with deep attention to detail
  • Demonstrated ability to set and manage customer expectations
  • Experience managing customer and vendor contracts
  • ITIL certification preferred