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Service delivery manager
Ref No.: 13-01572
Location: east hanover, New Jersey
Start Date: 06/04/2013

Serves as single point of contact for the Service Integration Manager (SIM) for all

requests for infrastructure services and information. Provides technical advice and

translates business requirements as represented by the SIM into infrastructure


Serves as point of escalation from SIM for issues not resolved by normal channels.

Responsible for resolution of service issues not resolved by normal channels.

Ensures that all infrastructure services are delivered in accordance with agreed

Service Level Agreements and agreed upon project plans. With Service Managers,

pro-actively manages, reviews and monitors performance against the SLA.

Responsible for the consolidated reporting of service performance to the SIM and

IT Infrastructure

Acts as a change agent as needed to ensure business needs are met by the

Infrastructure organization.

Responsible to identify continuous improvement opportunities in cost reduction

and performance of all existing IT services within the portfolio.

Negotiates with infrastructure Service groups the allocation of infrastructure

resources assigned to business projects.

Establishes and chairs the appropriate service management committee.

Negotiates and approves key OLAs within the Infrastructure organization as


Collaborates with SIM to:

Ensure that the relationship between the IT Infrastructure organization and IT

Business Support group develops to meet the business customers

requirements and needs.

Plan, negotiate and approve the optional services and service levels provided.

Assess infrastructure needs for the future and provide input into the

infrastructure planning and budget processes