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ONENECK IT SOLUTIONS Service Delivery Manager I in DES MOINES, Iowa

Service Delivery Manager IJob LocationsUS-WI-Madison | US-IA-Des Moines | US-MN-Eden PrairieID2021-16475CompanyOneNeck IT SolutionsOverviewWant to be part of a customer focused, high performance, high integrity team of technology professionals? At OneNeck IT Solutions we deliver world class IT solutions 365/24/7. Were in search of dynamic individuals who are passionate about technology and providing best-in-class customer service. Our managed services engagements allow our employees to have access to a variety of technologies and environments, broadening your skillset while preparing you for future growth. NOTE: we can fill this role at our physical office locations: Madison, WI; Des Moines, IA and Eden Prairie, MNThe Service Delivery Manager I is an entry level role responsible for managing the overall and ongoing service delivery for assigned accounts. Our portfolio includes customers with similar services and where customers are leveraging a subset of OneNeck IT Solutions foundational services (Co-location, Cloud, Managed Services, etc.). This role works under close and frequent guidance and mentorship of the Manager-Service Delivery. ResponsibilitiesCommunicate and manage externally (with customer):Existing service delivery problems, including customer complaintsPast performance, including service reviews, PIRs, and RCAsWork in progress, including incidents, service requests, changes, and problemsService descriptions and alignment of service deliveryCompliance and audit participationBillings, including SLA penaltiesOverall customer status and satisfactionCommunicate and manage internally:Existing service delivery problems, including customer complaintsWork in progress, including incidents, service requests, changes, and problemsOverall customer status and satisfactionMaintain and improve:Configuration information, including CMBD informationCustomer runbooksEscalation and customer contact informationLetters of Authorization from third-party suppliers and maintenance contractsOverall customer business and technical overviewManage ITIL Change Management:For all OneNeck performed changesAwareness, understanding, and integration of customer changes with OneNeck performed change activity and scheduleInitiate and manage all OneNeck Problem Management activitiesIdentify, participate and as necessary escalate:Opportunities for service delivery improvements, including process, procedure, and technical architectureCustomer concernsSLA breachesRecurring service delivery issues or systems performance issuesCustomer-specific risks (risk reports)QualificationsRequired QualificationsBachelors Degree (or higher) -OR- 4+ years professional work experience.2+ years direct customer service or project management experience; including at least 1+ years of basic IT experience.Availability to consult, assist and/or perform after-hours supportOther Qualifications ITIL V3 experience or certification.Technical knowledge of data center infrastructure, colocation, server, network and managed services offerings.Excellent verbal and written communication skills.Formal IT and business centric presentation skills for multiple levels of management.Demonstrated ability to work with multiple large customer accounts at the same time.Ability to travel within territory and to company and customer locations as needed.Ability to establish customer trust and confidence.If the needs of the business dictate, perform tasks outside normally scheduled business hours.#OneNeck IT Solutions LLC offers hybrid IT solutions including cloud and hosting solutions, managed services, ERP application management, professional services, IT hardware and top-tier data centers in Arizona, Colorado, Iowa, Minnesota, Oregon and Wisconsin. OneNeck's team of technology professionals manage secure, world-class, hybrid IT infrastructures and applications for hundreds of businesses around the globe. Visit to learn more.Employment at OneNeck is subject to post-offer, pre-employment drug test