Senior Service Delivery Manager

Evernex is specialized in third-party maintenance provider supporting data center infrastructure (server, storage and network equipment) to enable cost optimization and improved return on investment. With our global footprint across 165+ countries, always-available spare parts in over 330 forward-stocking locations, 24/7 technical support and multi-vendor expertise, we are a convenient single-point-of-contact for IT departments in all industries.

Just as IT evolves, Evernex grows its service capabilities and reach year-on-year. With recent acquisitions including Emcon IT and XSi, we are one step closer to being one of the world's largest and most experienced TPMs.

More information is available at www.evernex.com

The primary function of the Service Delivery Manager, Data Center Services position is to provide management of the service cases and staff responding to trouble tickets for the company’s server, storage and network maintenance contract offering. The Service Delivery Manager, Data Center Services position will be responsible for ensuring exceptional levels of client satisfaction and a cohesive and dynamic work environment for the technical staff. In addition, this position must be willing to be a Subject Matter Expert of the products you are experienced with for the day-to-day handling of these support responsibilities. This position will act as a team leader and mentor to additional Server and Storage Support Engineers while acting as an escalation point for the client. Involvement with all aspects of the service contract including initial implementation, and ongoing replenishment of buffer stock of necessary replacement components and parts is required.

Key responsibilities:

• Participate and engage in the development of the service contract
• Define the content and methods of implementing services through the descriptions of SLAs and SLRs
• Ensure that events that may impact the service contract are taken into account throughout its life cycle
• Take responsibility for the development of progress plans and formulate action plans
• Ensure the impact of any change on the level of service, particularly on service level commitments and operational agreements (internal and outsourced)
• Analyse and evaluate the results of the indicators and propose action plans
• Provide customer reporting
• Track the service contract budget
• Manage the contractualization of subcontracting contracts
• Coordinate between different teams to maximize efficiency and cooperation
• Manages service risks, contractual exposure and critical escalations to prevent customer claims
• Develop new business opportunities in collaboration with the client and the account manager
• Ensure services are properly defined, contracted and implemented

Job requirements:

• Bachelor’s degree or equivalent
• IT degree preferred
• ITIL Certifications preferred
• 10 years of minimum experience in IT maintenance and/or the field of IT Professional Services
• A very good ability to communicate in English is mandatory,

Desired skills:

• Energetic and assertive with a strong presence
• Persuasive with strong communication skills
• Strong negotiation skills.
• Capacity to work in a fast-paced and multicultural environment
• Positive relationship-building skills – cultivates and nurtures customer relations.
• Diplomacy and organization skills
• Customer-oriented
• Leadership, creativity, project management

Working Conditions:

• Ability and willingness to travel is required.

The above list of duties and responsibilities is intended to describe the overall nature and level of work being performed in this position. The list is not intended to be an exhaustive list of all duties, responsibilities or skills that may be required of individuals in this position.

Find more about us: https://www.evernex.com/
Follow us on LinkedIn: https://www.linkedin.com/company/evernex/