This is a remote position.

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  Strategic Client Management
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  Lead and oversee the client experience across a 24 x 7 x always operations delivery for multiple clients.
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  Align ITIL-based service delivery to meet contractual commitments across diverse services and technologies, including but not limited to Route/Switch/Firewall and Voice technologies.
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  Manage overall Client program management, ensuring SLA attainment, client communication, reporting, and quality management leveraging operational data.
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  Lead Service Delivery Management Company-Client governance cadence, including regular operations reviews and SLA reporting.
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  Operational Excellence
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  Develop and deliver weekly, bi-weekly, and monthly operative ticket and effort reporting from ServiceNow.
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  Schedule, develop content for, and lead Quarterly Business Reviews, driving and tracking Continual Service Improvement initiatives.
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  Participate in client-facing project reviews, ensuring seamless knowledge transfer to project teams and proper handoff of project deliverables.
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  Client Collaboration and Vision Development
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  Collaborate with clients to develop and refine their IT vision, identifying new opportunities for company solutions and contributing to business cases for emerging technologies.
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  Work with clients to ensure quality support for all IT infrastructure, including internal/co-location/cloud data centers, networks, disaster recovery, and vendor management.
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  Identify Continual Improvement initiatives for each client which will drive higher quality, value and benefits for clients
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  Leadership and Innovation
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  Provide leadership to ensure the company’s portfolio of services is aligned with clients' business needs and transformation programs.
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  Contribute to evolving technical standards, platforms, frameworks, and road maps for clients, ensuring effective communication and implementation throughout the service lifecycle.
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  Provide input into programs, policies, and procedures for continuous improvement of company’s IT managed services.

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  6+ years of related experience in IT and IT technical staff management.
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  Proven track record in Service Delivery management with a focus on superior client satisfaction.
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  Extensive experience in network management, including Route/Switch/Firewall and Voice technologies.
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  Ability to effectively manage resources in a matrix organization to meet and exceed Service Level Agreements.
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  Demonstrated ability to work in rapid growth, dynamic, and transformational organizations.
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  Exceptional team player with outstanding interpersonal and communication skills (written and oral).
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  ITIL Foundation Certifications highly desired or equivalent to ITIL experience.
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  Strong knowledge of ITSM tools such as ServiceNow, Cisco Technologies, Totango, and program management.
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  In-depth understanding of desktop, server, application, and network environments.
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  Minimum of a bachelor’s degree from a four-year college or university or equivalent experience.

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  Should be willing to accept a long-term work-from-home arrangement.
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  Should be amenable to a permanent night shift schedule