Monday, April 8, 2013

Senior Service Delivery Lead -- Ricoh -- Tucker, GA

Please e-mail Mike Foster at for more information!!!

The Service Delivery Lead is responsible for the day to day interaction with the Customer and IT Managed Services Operation Center. This role ensures efforts between the Customer and the IT Managed Services Operation Center are effectively acted upon. This includes responsibility for the management of user issue escalation, coordination of resources, scheduling work and monitoring progress against schedules to ensure that support services are provided. This position provides a link among projects, programs, customers and resources.
  • Monitors and manages all facets of the IT Managed Services strategy at customer location or other services as contracted.
  •  Gathers necessary information to implement executed Scope of Work authorized by the Customer.
  • Collaborates with departmental and executive leadership to identify key business process objectives and help build strategies to overcome and address customer and technical issues.
  • May provide direction to the IT Managed Services Operation Center team on behalf of the Director and/or Manager, IT Managed Services Operation Center, when appropriate.
  • Provides hands-on support to customers as appropriate; appoints the appropriate resource for issue remediation and/or escalates the issues to the Manager, IT Managed Services Operation Center for remediation.
  • Proactively identifies opportunities for improvement in processes and procedures and recommends solutions.
  • Analyzes all data to ensure that performance standards are maintained and customer requirements (contracted service levels) are consistently met or exceeded.
  • Supports the Account Manager in accounts where IT Services is one of the provided service offerings.
  • Engages internal and external resources to provide proactive maintenance, as well as ongoing maintenance to ensure Service Levels are met.
  • Supports other team members with implementation of the Ricoh solution. This may include 3rd party asset management software implementation, equipment installation, asset tagging, setting supply inventory par levels, asset validation and process creation/documentation.
  • Supporting interface to outside contractors for management of performance issues.
  • Assists with end user training.
  • Serves as the liaison for the customer in all matters concerning the services provided.
  • Engages with customer's facilities team, IT group, etc. to ensure proper implementation and post-installation support is provided.
  • Communicates and works directly with Customer's IT department including senior IT leaders, as necessary.
  • Conducts periodic customer reviews and satisfaction surveys.
  • Provides summary, analysis and action plan for all actions items from customer reviews and survey results.
  • Reports progress and performance to customer and Ricoh via a Monthly Management Report to Service Level Agreement performance and any customer specific reporting requirements.
  • Provides ongoing feedback for further strategy development, enhancement, correction, and deployment of strategy.
  • Performs other duties as assigned.
QUALIFICATIONS (Education, Experience and Certifications)
  • 4-year college degree and/or equivalent experience in Computer Science, Business Management or a related field.
  • 5 years related experience in the IT or Telecom industry
  • 3 years of Customer Support and/or IT Help Desk experience
  •  Demonstrated Business Acumen
  • Systems and IT literate -- understanding networks, security, and systems. Experience in pre and post sales for outsourced or contracted services
  • Experience working within matrix management with the ability to articulate issues to leadership.
  • Requires strong computer skills including knowledge of web-based software platforms and MS Office Suite.
  • Demonstrated ability of strong customer relationship skills, problem resolution and improved efficiencies and productivity.
  • Excellent verbal and written communication and presentation skills at all levels.
  • Exceptional customer experience management orientation.

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