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Service Delivery Manager Jobs in Everett, WA at Emonics LLC

Title: Service Delivery Manager

Company: Emonics LLC

Location: Everett, WA

Technical/Functional Skills

Very good experience in handling AMS L3 Support Projects / Delivery Management on Aerospace (or) Manufacturing industry shopfloor IT applications

Taking ownership of critical incidents reported from shopfloor on IT applications, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews

Ability to meet defined Service Level Agreements (SLAs)

Mastery of ITIL (Information Technology Infrastructure Library) principles

General knowledge of Manufacturing process and Aviation business

Review and Resolve Escalations

Proficiency in leading both physical and virtual teams

Maintaining high performance levels for service-related processes, and implementing improvement activities wherever necessary

Implementation of various productivity improvement with process optimization and application automation for leading aerospace customers

Conduct coaching sessions with team members to address performance issues and ultimately help them improve their customer service skills

Ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery

Taking accountability for service delivery performance, meeting customer expectations, and driving future demand

Analyzing third-party as well as internal processes, and creating strategies for service delivery optimization

Monitoring and managing IT services desk, and support functions to ensure optimal service

In-depth knowledge of escalation procedures, incident management, and other disciplines related to service delivery

Very good experience in Service Delivery for IT applications

Good experience in handling AMS / support projects

IT Projects Delivery Management experience

Experience in Agile Way of Working / SAFe Agile

Experience in handling 24×7 projects in shifts

Good to have Aerospace / Manufacturing Industry Domain Knowledge

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About Emonics LLC