Service Delivery Manager

CBTS is currently seeking a Service Delivery Manager for a position located in Dayton, OH.

Responsibilities:

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

Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews

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

Developing a deep understanding of ongoing and new projects to gain insights into the scope of service delivery

Take accountability for service delivery performance, meeting customer expectations, and forecasting future demand

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

Qualifications:

Manage relationships between the Networking team and its customers (internal and external)

Strong diagnostic and problem-solving skills

Active listening and analysis to identify issues or problems to ensure correct teams are involved in remediation efforts

Research and creativity to identify a solution to the issue or problem

Ability to communicate resolutions in a simple, easy to understand manner to the business

A deep understanding of service management principles, frameworks (such as ITIL), and best practices to ensure the efficient and effective delivery of services. This includes incident management, problem management, change management, and service level management.

Basic to Intermediate technical understanding of networking and wireless technologies

Experience using ServiceNow

Cincinnati Bell Technology Solutions provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a protected veteran in accordance with applicable federal, state and local laws.

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