Service Delivery Manager - D2Ops

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Why WWT AtWorld WideTechnology, we work together to make a new world happen.Our important workbenefitsour clients and partners as much as itdoes forour people and communities across the globe. WWT is dedicated to achieving its mission of creating a profitable growth company that is also a Great Place to Work for All. We achieve this through our world-class culture, generousbenefits,and by deliveringcutting-edgetechnology solutions for our clients. Founded in 1990, WWT is a global technology solutions provider leading the AI and Digital Revolution. WWT combines the power of strategy,execution,and partnership to accelerate digital transformational outcomes for organizations around the globe. Through its Advanced Technology Center, a collaborative ecosystem of the world's most advanced hardware and software solutions, WWT helps clients and partners conceptualize,test andvalidateinnovative technology solutions for the best business outcomes and then deploys them at scale through its global warehousing,distributionand integration capabilities. With over 14,000 employees across WWT and Softchoice and more than 60 locations around the world, WWT's culture, built on a set of core values and established leadership philosophies, has been recognized 14 years in a row by Fortune and Great Place to Work® for its unique blend of determination, innovation and creating a great place to work for all. What is the Solutions Consulting & Engineering Team and why join? Solutions Consulting & Engineering is an organization that is customer-focused and solutions-led. We deliver end-to-end and emerging solutions to drive customer satisfaction and increase profitability and growth. Our world-class management consulting, delivery excellence, and engineering brilliance enable our success. We embody the OneWWT mindset by bringing the right talent at the right time from anywhere within WWT to solve our customer’s problems. Our goal is to bring together business acumen with full-stack technical know-how to develop innovative solutions for our clients’ most complex challenges. This position will be focused on providing operational oversight on Managed Services clients and assisting on all aspects of multiple high-priority projects and incidents, which often requires considerable resources and high levels of functional integration. This position will include an on-call rotation schedule with team members to provide 24X7 support for Managed Services Critical issues. Responsibilities Integrate with Managed Services teams to include Managed Services Customers Escalation point 24x7x365 for all Managed Services operational issues Provide operational oversight to multiple Managed Services Clients Attending all internal and external meetings related to assigned customers Experience in ITIL Service Management practices, including Incident, Change, Request and Problem Management Daily review of all incidents, changes, requests, problems, and all Managed Services monitoring tools for assigned clients Monitor SLA/SLT/SLO measurements to ensure compliance daily for assigned clients Prepare and conduct weekly operations meetings for all assigned Managed Service Clients Assist in preparing Operational reporting for the Monthly and Quarterly meetings Create and present Root Cause Analysis for all Critical Incidents Work closely and support Process and Compliance leadership Create and update documentation including Standard Operating Processes and Procedures Perform training of Command Center processes to new employees across Professional Services Build, develop and maintain OEM and Vendor relationships as needed __________________________________________

Qualifications 5+ years of Incident Management, Problem Management, or Crisis Management experience required Exposure to technology projects and project management Advanced Skills in MS Office applications including Excel, Work, and Outlook ServiceNow and SharePoint experience is a plus Ability to work independently and aggressively track incidents Excellent documentation skills and attention to detail Ability to communicate well with customers and co-workers Ability to work in a team environment Strong problem-solving skills Strong communication skills (written, verbal, and presentation) Certain states and localities require employers to post a reasonable estimate of salary range. A reasonable estimate of the current base pay range for this position is $76,000.00 CAD to $120,000.00 CAD annually. Actual salary will be based on a variety of factors, including shift, location, experience, skill set, performance, licensure and certification, and business needs. The range for this position in other geographic locations may differ. Certain positions may also be eligible for variable incentive compensation, such as bonuses or commissions, that is not included in thebasepay. The well-being of WWT employees is essential. So, when it comes to our benefits package, WWT has one of the best. We offer the following benefits to all full-time employees: Health and Wellbeing: Health, Dental, and Vision Care, Onsite Health Centers, Employee Assistance Program, Wellness program Financial Benefits: Competitive pay, Profit Sharing, 401k Plan with Company Matching, Life and Disability Insurance, Tuition Reimbursement Paid Time Off: PTO and Sick Leave (starting at20 daysper year) & Holidays (10 per year), Parental Leave, Military Leave, Bereavement Additional Perks: Nursing Mothers Benefits, Voluntary Legal, Pet Insurance, Employee Discount Program We strive to create an environment where all employees are empowered to succeed based on their skills, performance, and dedication. Our goal is to cultivate a culture of belonging that encourages innovation, collaboration, and respect for all team members, ensuring that WWTremainsa great placeto work for All! Employment decisions are made without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status or other characteristics protected by law. We are committed to working with and providing reasonable accommodations to individuals with disabilities. If you have a disability and you believe you need a reasonable accommodation in order to search for a job opening or to submit an online application, please call 1-800-432-7008 and ask for Human Resources. Applicants to and employees of most private employers, state and local governments, educational institutions, employment agencies and labor organizations are protected under Federal law from discrimination. EEO is the Law ADP Privacy Statement Artificial Intelligence Google Privacy Policy Google Terms of Service

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