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Service Delivery Manager

Company: ITConnectUS
Location: Camden
Posted on: March 27, 2020

Job Description:

Job Title Service Delivery Manager Job Location Camden , NJ Job Type Contractor or FTE General Summary The onsite role will be heavily focused on service delivery however will have the necessary technical skills to perform some troubleshooting efforts. They will interact with customers in manufacturing facilities and be an extension of the highly technical internal MES team. They will be a conduit between the internal team and the offshore support team. Principle Accountabilities Service delivery - 80 Project management Liaison between onshore and offshore team Prioritization, coordination, collaboration Represents offshore team to clients Service request and incident support queue management Ensure tickets are resolved to root cause - What needs to be documented to enhance current processes? Identify and eliminate reoccurring service issues Translate customer requirements to offshore team Manage change management processes - development lifecycle Preparation of status reports - trending of issues, highlighting Consults with team members and other organizations, clients and vendors on complex issues. Develops innovative team solutions to complex problems Incident management - 20 General understanding of all applications, customers, and supporting business functions. Will be able to perform 1st-2nd level application troubleshooting. Ability to help facilitate teams troubleshooting efforts, communication on status, escalation management. Initial investigations into support incidents. Communications to customers to define business impact. Initial investigation to help offshore on the troubleshooting path. Job Specifications Resource does not need Wonderware skills - web developmentapplication development are more important. Microsoft Office proficiency, including Project and Visio Application development background, web development preferred Understands application development methodology - best practices and principles Preferred Wonderware skills, not required Archestra workflowSkelta BPM System Platform MES - QM, Operations, Performance Wonderware InTouch is NOT relevant to MES support Can navigate relational databases using SQL server management suite. Familiarity with Service Now Knowledge, skills and abilities required Manufacturing process experience Good analytical and problem solving skills Good interpersonal skills to interact with customers and team members Leadership and organizational skills Relationship management Team orientated Strong communicator Presentation skills Organizational skills Incident management Understanding and adherence to project scope management Working Conditions Willingness to travel - 15-20 Other Location Camden , NJ OnsiteRemote Onsite Travel Availability 10 Position Type Contractor or FTE Best Regards Naveena P US IT Recruiter Email id US +1-614-465-6485 Extn414 1375 Suite W, Remington Road, Schaumburg, IL 60173

Keywords: ITConnectUS, Camden , Service Delivery Manager, Executive , Camden, New Jersey

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