Assoc D2Ops Service Delivery Mgr

At World Wide Technology, we work together to make a new world happen. Our important work benefits our clients and partners as much as it does for our people and communities across the globe. WWT is dedicated to achieving its mission of creating a profitable growth company that is also a Great Place to Work for All. We achieve this through our world-class culture, generous benefits, and by delivering cutting-edge technology solutions for our clients.

Founded in 1990, WWT is a global technology solutions provider leading the AI and Digital Revolution. WWT combines the power of strategy, execution, and partnership to accelerate digital transformational outcomes for organizations around the globe. Through its Advanced Technology Center, a collaborative ecosystem of the world's most advanced hardware and software solutions, WWT helps clients and partners conceptualize, test and validate innovative technology solutions for the best business outcomes and then deploys them at scale through its global warehousing, distribution and integration capabilities.

The Solutions Consulting & Engineering Team is customer-focused and solutions-led, delivering end-to-end and emerging solutions to drive customer satisfaction and increase profitability and growth. We embody the OneWWT mindset by bringing the right talent at the right time from anywhere within WWT to solve our customer’s problems. Our goal is to bring together business acumen with full-stack technical know-how to develop innovative solutions for our clients’ most complex challenges.

Responsibilities

• Integrate with Managed Services teams to include Managed Services Client.
• Escalation point 24 x 7 hours, 365 days for all Managed Services operational issues.
• Provide operational oversight to multiple Managed Services Clients.
• Experience in ITIL Service Management practices, including Incident, Change, Request, and Problem Management.
• Daily review of all incidents, changes, requests, problems and all Managed Services monitoring tools for Managed Service Clients.
• Work closely with Service Delivery Managers to complete operational tasks.
• Monitor SLA/SLT/SLO measurements to ensure compliance daily for clients.
• Assist in preparation and participate in weekly operations meetings for Managed Service Clients.
• Assist in preparing Operational reporting for the Monthly and Quarterly meetings.
• Manage escalation bridges for critical incidents for Managed Services Clients.
• Participate in creating Root Cause Analysis documentation for all Critical Incidents.
• Work closely and support Process and Compliance leadership.
• Create and update documentation including Standard Operating Processes and Procedures.

Requirements

• Availability to work 1st and 2nd shift Friday to Tuesday (during weekends).
• Advanced skills in MS Office applications including Excel, Word, OneNote, and Outlook.
• ServiceNow and SharePoint experience is a plus.
• Ability to work independently and aggressively track incidents.
• Excellent documentation skills and attention to detail.
• Ability to communicate well with customers and co-workers.
• Ability to work in a team environment.
• Strong problem-solving and research skills.
• Strong communication skills (written, verbal, and presentation).

Benefits

• Health and Wellbeing: Combined Health Insurance (Dental and Vision), Employee Assistance Program, Wellness program.
• Financial Benefits: Competitive pay, Profit Sharing, Life and Disability Insurance, Tuition Reimbursement.
• Paid Time Off: PTO & Holidays, Parental Leave, Sick Leave, Bereavement.
• Additional Perks: Employee Assistance Program, Employee Discount Program and more.