IT Services Area Manager

<strong>Grow Your Career at Connection&nbsp;</strong><br /><br /><strong>Join a team where you make the difference. Enjoy a culture grounded by working together. Join a team whose future is bright. Your career opportunities are limitless.</strong>

Atlanta, GA


<strong>Founded in 1982, Connection delivers valuable IT services and advanced technology solutions to business, government, education, and healthcare markets. Today, we serve our customers through our staff of highly trained Account Managers, our team of on-staff experts, and our efficient procurement websites. We are also proud to offer custom-configured computer systems from a ISO 9001:2015 certified technical configuration lab at our distribution center in Wilmington, OH.</strong><br /><br /><strong>Our company has over&nbsp;<a href="">2,500 technical certifications</a>&nbsp;that ensure our experts can solve any customer need, no matter how complex. Additionally, our GlobalServe offering delivers global procurement solutions through our network of 500 suppliers in 174 countries.</strong>

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Overview: <p>Connection has a fantastic opportunity through our technical staffing division in the Georgia area. We are looking for a Service Delivery Manager. This is a permanent opportunity with benefits.</p> <p><strong>This is a remote role.</strong></p> <p>Responsible for the operational management of Service Delivery Engagements. Successfully maintain a portfolio of Service Engagements for a large single customer or multiple customers.</p>
Responsibilities: <ul> <li>Actively participate in the transitional phase of the engagement lifecycle</li> <li>Assume engagement responsibilities from PMO prior to the execution phase</li> <li>Ongoing maintenance of project logs, change order tracking, and critical issue management</li> <li>Process monitoring to ensure continuous improvement</li> <li>Attending customer meetings and planning sessions</li> <li>Working with sales as well as internal resource teams to cultivate opportunities and optimize service performance</li> <li>Responsible for KPI Reporting and Analysis. Billing and financial analysis for assigned accounts.</li> <li>Resource Management</li> <li>Provides leadership to staff while mentoring, guiding, hiring and firing as needed in conjunction with HR representative</li> <li>Service Delivery Process.</li> </ul>
Requirements: <ul> <li>Bachelor's Degree or the equivalent combination of education and work experience</li> <li>ITIL V 3 Foundation (within 6 months)</li> <li>Working knowledge of data gathering, analysis and reporting tools</li> <li>General knowledge of incident request systems</li> <li>Experience with project management methodologies</li> <li>Customer oriented with ability to listen to and anticipate needs of the customer</li> <li>Systematic advanced reasoning skills with ability to define problems, collect data, establish facts, and draw valid conclusions</li> <li>Industry knowledge specific to contracted service deliverables</li> <li>Excellent customer service skills.</li> <li>Ability to manage technical support staff of different skill levels</li> <li>Must be able to set and manage customer expectations</li> <li>Travel is required.</li> </ul>