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    Client Service Delivery Coordinator - Islamabad, Pakistan - Job Portal - dinCloud Pakistan

    Job Portal - dinCloud Pakistan
    Job Portal - dinCloud Pakistan Islamabad, Pakistan

    1 day ago

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    Description

    Job Summary

    ATSG is currently seeking a hands-on Service Delivery professional to work with multiple US and globally based clients. The primary objectives of the position are to lead a cross functional team to deliver quality services and establish a trusted advisor relationship with assigned Clients.

    The SDMs charter is to ensure the smooth operations of their clients contracted services by managing the client experience and driving continual improvement through an excellent client relationship and analyzing appropriate data and metrics. The SDM works closely with both Client and ATSG management to contribute to the vision, planning, design, implementation and operative support of IT solutions inclusive of network, IT data center, private and public cloud, data analytics, unified communications, collaboration, security solutions and overall IT operations.

    Responsibilities:

    • 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 ATSGs portfolio of services is aligned with clients 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 ATSGs delivery for Client with any other outsourced and third-party IT vendors.

    Qualifications:

    • 3+ years related experience in IT and IT technical staff management
    • Service Delivery management experience with a record of superior client satisfaction
    • Effectively manage resources in a matrix organization to meet Service Level Agreements
    • Ability to work in multiple teams and motivate others to perform above normal expectations
    • Experience working in rapid growth, dynamic, transformational organizations is a plus
    • Proven team player w/outstanding interpersonal and communication (written and oral) skills
    • Ability to manage multiple issues and excellent attention to detail with exceptional follow through
    • ITIL Foundation Certifications highly desired or equivalent ITIL experience
    • Ability to contribute to the enhancement of ITIL processes and procedures to better serve the client.
    • Proven experience working with all levels of exec management, staff, clients and vendors.
    • Excellent verbal, written and organization skills
    • Excellent command of Microsoft Office Suite: Word, Excel, PowerPoint, Outlook, and Project
    • Highly Desirable Experience/knowledge of: ITSM tools such as ServiceNow, Cisco Technologies, Totango and program management
    • Knowledge of desktop, server, application and network environments preferred.
    • Minimum of a Bachelors degree from a four-year college or university or equivalent experience.
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