Overview
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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