Pay Range: $60/hour – $65/hour, the pay rate may differ depending on your skills, education, experience, and other qualifications.

Featured Benefits:

• Medical Insurance in compliance with the ACA.
• 401(k).
• Sick leave in compliance with applicable state, federal, and local laws.

Responsibilities:

Strategy & Communication (40%):

• Solution and maintain Service Management and Service Delivery best practices.
• Contribute to technology strategy and planning. Conduct research on emerging vendors and technologies in support of systems development efforts and recommend processes, technologies that will increase cost effectiveness and systems flexibility.
• Conduct and lead vendor reviews of monthly invoices, service statistics (SLAs/SLOs, closer rates, etc.).
• Lead in the identification and resolution of service efficiencies to drive cost and service optimization.

Design & Implementation (40%):

• Build and design solutions using the best practices of Service Delivery and Service Management.
• Continuously develop the skills required to work as part of the agile team in a poly-skilled development environment.
• Being a subject matter expert in current technological capabilities such as Device as a Service (DaaS), Service Delivery and Service Management.
• Develop and/or modify processes/services to automate/optimize the many DaaS services.
• Collaborate to define transformation patterns/processes with cross department service dependencies to ensure end to end delivery of DaaS use cases.
• Partner with domain SMEs (ISO, Infrastructure, Network, Observability, ITAM and Operations) to analyze the features and capabilities required to support DaaS.
• Work with technology leaders to understand business objectives and align services and vendor product offerings with those objectives.
• Contribute to the development and growth of the Vendor Management Program, through thought leadership, design and implementation of processes and the management of SLAs/SLOs.
• Manage the service queue, approve requests when applicable.
• Work with ITAM and the vendor to ensure supplies are at par levels, manage end user tech refresh

Team Management (20%):

• Lead Service Delivery/Management process efforts and mentor staff in the development and usage of these best practices and solutions to ensure optimum vendor performance and ROI
• Ensure monthly invoices are accurate to pricing model, meet SLAs/SLOs as defined within vendor contracts and penalties are applied when appropriate.
• Continuously look for process improvements to drive more efficient service delivery and greater ROI
• Build bridges and strategic partnerships with our vendor partners and client leadership

Required Skills:

• A Bachelor’s or master’s degree in the field of computer science or related field preferred.
• Professional training and/or certifications using ITIL, Service Design/Management etc.
• Experience with: Process design and implementation & IT Asset Management, Service Design and Management.
• Excellent communication and collaboration skills – working cross-functionally with other teams, multiple vendors and stakeholders in a fast-paced environment.
• Ability to present ideas in business-friendly and user-friendly language.
• Demonstrated ability to develop and maintain good customer working relationships.
• Exceptional analytical, conceptual, and problem-solving abilities.
• Technical knowledge of Cloud Computing and DevOps.
• Ability to conduct research into emerging technologies and trends, standards, and products as required.
• Able to prioritize and execute tasks in a high-pressure environment.
• Willingness/ability to work off-shifts (evening, night-time, weekend) as necessary.