Atos posted a job you might be interested in April 12, 2014 at 06:43AM

Atos



Service Delivery Manager

Greater New York City Area, US - Information Technology and Services

Service Delivery for McGraw Hill Education. The Service Delivery Manager is the primary point of accountability for service delivery performance. The SDM reports to the Global Delivery Manager and is responsible for customer satisfaction, SLA attainment, continuous improvement, contract management and account P&L.

SLA Compliance

• Assist the Transition team in establishing SLA’s within the framework of the contract

• SLA compliance and excellence in execution of services

• Management of all activities within the Statement of Work

Out of Scope Opportunity Management

• • Manage the qualification and prioritization of opportunities

• • Develop out-of-scope opportunities into billable services

• • Manage the creation, review and presentation of proposals

• • Engage the Client Exec in new MS/SI opportunities

General Operations Management

• • Act as a conduit between on-site personnel and client management

• • Responsible for team adherence to all Atos and applicable client practices

• • Responsible for financial tracking of all aspects of the engagement to ensure profitability

• • Responsible for change management for the contract and the Statement(s) of Work



Ensuring that the client is a positive reference Responsible for coordination of service delivery across all service towers including:



Service Desk, end user support, managed desktop, remote support of servers, LAN and voice systems.



Business Management

• P&L management to optimize margin and costs

• Management of continuous improvement plans to optimize margin

• Minimize variable expenses

• Development and communication of business results and metrics

• Ensure compliance with appropriate contract Change Management practices







No salary provided



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