Service Delivery Specialist

Description:

• Oversee/manage the client experience across a 24 x 7 x always operations delivery of multiple clients.
• Alignment of ITIL based service delivery to meet contractual commitments across multiple services and technologies which include: Service Desk, Remote Infrastructure Monitoring and Management for multiple infrastructure technologies such as network, private and public Cloud, servers, Unified Communications & telephony, Collaboration solutions (Cisco and/or Microsoft – TEAMs, SharePoint, WebEx video conferencing), Workstation Management Patching, Security Management, Virtual desktops.
• Responsible for overall Client program management, including SLA attainment, client communication, reporting and quality management leveraging available operational data.
• Lead Service Delivery Management ATSG-Client governance cadence which includes weekly, bi-weekly an/or monthly operations reviews and provide SLA and contractual reporting.
• Develop and deliver weekly, biweekly and monthly operative ticket and effort reporting from ServiceNow
• Schedule, develop content for and lead Quarterly Business Reviews, inclusive of identifying, driving and tracking Continual Service Improvement initiatives
• If applicable participate in client facing project reviews with the assigned project manager to ensure client operational knowledge is transferred to project team and completed project deliverables are properly handed off to the ATSG or client operative team.
• Work with clients to collaborate and develop their IT vision, which includes identifying new opportunities for ATSG solutions and contributing to business cases for new technologies, implementation oversight and quality support of all IT infrastructure such as internal/co- location/cloud data centers, networks, disaster recovery, and vendor management.
• Work with ATSG delivery practices and contribute to evolving technical standards, including platforms, frameworks and roadmaps for the client; ensure that the technical standards are communicated and used effectively throughout a service lifecycle.
• Provide leadership to ensure that ATSG’s portfolio of services is aligned with client’s business needs and/or transformation program and is fundamentally sound, fully integrated and secure.
• Provide input into programs, policies and procedures for ATSG ‘s IT managed services to support continuous improvement.
• Manage/coordinate ATSG’s delivery for Client with any other outsourced and third-party IT vendors.