Technical Services Delivery professional
Hartwellglobal - Silver Spring, MD

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looking for an experienced Technical Services Delivery professional to join our client engagement team in managing the relationship with and delivery of services to one or more strategic clients. services include the design, implementation, 24x7 management, and growth of highly available, scalable and fault tolerant systems – both corporate and e-commerce. In delivering these services, the TECHNICAL SERVICE MANAGER will work through and collaborate with various technical teams and resources consisting of Architects, DBAs, Sys Admins, Client Engineers and our 24x7 Global Support Services Team

The Client Engagement team will deliver a tailored customer experience by applying an informed, evolving and consultative process through:
• Advocating for the Customer and Company to the benefit of the service relationship
• Improving system and service performance consistently over the life cycle of the relationship through using standard, consistent, globally applied methods
• Synergizing solutions to provide seamless and consistent set of customer touch-points
• Adopting advances in practices and programs
• Providing deep subject matter expertise on customer systems
• Translating customer priorities and business direction into Verizon action
• Manage the customer experience to fulfill contractual and Service Level obligations
This role will require the candidate to:
• Work with one or more strategic clients operating large, highly secure corporate or e-commerce systems comprised of Unix-, Linux-, and Windows-based servers, complex networks, and dedicated and shared databases;
• Consult with clients on strategic, technical, organizational, and operational challenges with their systems;
• Establish and maintain long-term relationships with client(s) and third-party vendor personnel;
• Develop and manage strategic relationships with service delivery partners;
• Evaluate incoming projects for operational impact to the client’s system, and implement strategies to mitigate any negative effects;
• The TECHNICAL SERVICE MANAGER will function as part of a client support and engagement team that is responsible for overall accountability for client satisfaction and operational stability for the client’s environment
• Organize, implement, and report status of ongoing operational improvements to the existing infrastructure
• 7+ years experience in successfully managing complex service delivery activities in a client services industry
• Operational support experience
• Proficiency in Windows, Unix or Linux operating systems
• Proficiency in VMware and virtualization
• Good understanding of web based technologies and networking
• Proficiency in either SQL Server or Oracle databases
• Previous experience in developing systems and service level reporting
• Demonstrated ability to build and maintain long-term, client relationships
• Demonstrated ability to develop and implement client-driven organizational infrastructure
• Demonstrated ability to develop and expand services within existing accounts
• Demonstrated ability to understand business and technical issues in a variety of industries
• Experience with technical projects such as software deployment, enterprise systems infrastructure, business process development, and e-commerce systems deployment, launch and operations
• Must be able to manage small to medium sized projects using industry standard tools and methodologies
• Technology practice management and/or IT consulting experience a plus
• A solid understanding of overall business functions and the impact of technical decisions on business results
• Outstanding interpersonal and communications skills required