Service Delivery Manager - D2Ops

About WWT

At World Wide Technology, we work together to make a new world happen. Our important work benefits our clients, partners, 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. We combine the power of strategy, execution, and partnership to accelerate digital transformational outcomes for organizations around the globe. Through our Advanced Technology Center, we help clients and partners conceptualize, test, and validate innovative technology solutions for the best business outcomes and then deploy them at scale.

With over 14,000 employees and more than 60 locations worldwide, WWT’s culture has been recognized 14 years in a row by Fortune and Great Place to Work® for its unique blend of determination, innovation, and creating a great place to work for all.

About the Solutions Consulting & Engineering Team

The Solutions Consulting & Engineering team is customer-focused and solutions-led, delivering end-to-end and emerging solutions to drive customer satisfaction, profitability, and growth. Our world-class management consulting, delivery excellence, and engineering brilliance enable our success. We embody the OneWWT mindset by bringing the right talent at the right time to solve our customers' problems.

Our goal is to combine business acumen with full-stack technical know-how to develop innovative solutions for our clients’ most complex challenges. This position will focus on providing operational oversight for Managed Services clients and assisting with high-priority projects and incidents, often requiring considerable resources and high levels of functional integration. The role includes an on-call rotation to provide 24x7 support for Managed Services critical issues.

Responsibilities

• Integrate with Managed Services teams, including Managed Services Customers
• Serve as the 24x7x365 escalation point for all Managed Services operational issues
• Provide operational oversight to multiple Managed Services Clients
• Attend all internal and external meetings related to assigned customers
• Apply ITIL Service Management practices, including Incident, Change, Request, and Problem Management
• Conduct daily reviews of all incidents, changes, requests, problems, and Managed Services monitoring tools for assigned clients
• Monitor SLA/SLT/SLO measurements to ensure daily compliance for assigned clients
• Prepare and conduct weekly operations meetings for all assigned Managed Service Clients
• Assist in preparing operational reporting for Monthly and Quarterly meetings
• Manage Infrastructure Services Escalation bridges
• Create and present Root Cause Analysis for all Critical Incidents
• Work closely with and support Process and Compliance leadership
• Create and update documentation, including Standard Operating Processes and Procedures
• Perform training of Command Center processes to new employees across Professional Services
• Build, develop, and maintain OEM and Vendor relationships as needed

Requirements

• 5+ years of Incident Management, Problem Management, or Crisis Management experience
• Exposure to technology projects and project management
• Advanced skills in MS Office applications (Excel, Word, Outlook)
• ServiceNow and SharePoint experience is a plus
• Ability to work independently and aggressively track incidents
• Excellent documentation skills and attention to detail
• Strong ability to communicate well with customers and co-workers
• Ability to work in a team environment
• Strong problem-solving skills
• Strong communication skills (written, verbal, and presentation)

Pay

A reasonable estimate of the current base pay range for this position is $76,000.00 CAD to $120,000.00 CAD annually. Actual salary will be based on factors such as shift, location, experience, skill set, performance, licensure, certification, and business needs.

Benefits

• Health and Wellbeing: Health, Dental, and Vision Care, Onsite Health Centers, Employee Assistance Program, Wellness program
• Financial Benefits: Competitive pay, Profit Sharing, 401k Plan with Company Matching, Life and Disability Insurance, Tuition Reimbursement
• Paid Time Off: PTO and Sick Leave (starting at 20 days per year) & Holidays (10 per year), Parental Leave, Military Leave, Bereavement
• Additional Perks: Nursing Mothers Benefits, Voluntary Legal, Pet Insurance, Employee Discount Program