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Service Delivery Manager – East Coast USA (IAD)

AIR TRANSPORT: This position is responsible for the planning, implementation, control, review and audit of the Solution Support service provision, to meet customer business requirements. This includes negotiation, implementation and monitoring of service level agreements, and the ongoing management of Solutions Support staff to provide the agreed levels of service, seeking continually and proactively to improve service delivery and sustainability targets.


  • Ensure that a catalogue of available services is created and maintained and that service level agreements are complete and cost effective

  • Ensure that service delivery is monitored effectively and that identified actions to maintain or improve levels of service are implemented by the appropriate teams

  • Ensure that operational methods, procedures, facilities and tools are established, reviewed and maintained

  • Negotiate with relevant parties with regard to disruptions and major amendments to the provision of services

  • Review Solution Support Service Delivery performance and customer satisfaction to ensure that agreed targets are met and meet the business requirements to a high degree of customer satisfaction

  • Prepare proposals to meet forecasted changes in the level or type of service based upon changes in customer requirements

  • Diagnose service delivery problems such as failure to meet SLAs or poor customer satisfaction and initiate actions to maintain or improve levels of service

  • Define, document, maintain and communicate unambiguous roles and responsibilities for the services and involved internal and external parties.


  • Identify teaching opportunities and drive incident resolution quality through regular reviews

  • Capacity to lead by example and develop strong personnel performance goals

  • Ability to relate the goals of IT service delivery to business goals

  • Work on moderately complex tasks, projects, activities or support issues that require increased skill in multiple technical, social, and service environments and have expertise in support organizations

  • Actively engage the team to ensure maximum adherence to agreed service metrics, while aiming for improvement of service and staff performance, end-user satisfaction and collaboration among service providers.

Process Management

  • Define repeatable, well-documented processes and standards that utilize industry-proven techniques and tools to ensure consistency and excellence in the delivery of support for custom application solutions

  • Actively participate in and lead regular status meetings and planning sessions with the executive management team.


Minimum qualifications include a Bachelor’s Degree in IT-related field of study.

Required Skills/Experience

  • ITIL Expert or ITIL Service Manager Certification

  • Preferred project management training and/or PMP/PRINCE2 certification.

  • 10 years of IT work experience and 5 years in managing a Level 2 support organization

  • Demonstrable and recent experience in service delivery and operations

  • Experience building and leading teams of 30+ people

  • Exceptional communications skills, both written and verbal

  • Excellent planning skills with the ability to demonstrate mature, solid and professional problem solving abilities.

Duration: 6-12 months +

Rate: Please quote your best day rate or expected salary.

Client will consider freelance or full time employees for this role.




Ref: A1-A-SDM

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