IT Service Delivery Manager

March 19

🎰 Nevada – Remote

Although this job is listed in Nevada, this company may be open to hiring remote in other states.

⏰ Full Time

🟠 Senior

🔴 Lead

👔 Manager

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Kalosys

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Kalosys is an IT consulting company that specializes in providing innovative solutions for IT infrastructure, security, and project management governance. With nearly two decades of experience, the company focuses on optimizing technology investments through services like data management and cloud management, enabling businesses to thrive in a data-driven world. Kalosys is committed to delivering transformative results by crafting IT roadmaps that empower businesses to adapt to evolving environments and seize new opportunities.

Disaster Recovery • Business Continuity • Artificial Intelligence • Project Management • Governance

11 - 50 employees

Founded 2004

🤖 Artificial Intelligence

☁️ SaaS

📋 Description

• We are seeking an experienced IT Service Delivery Manager to join our team. • The ideal candidate will be responsible for optimizing our service ticket management process. • This role requires a deep understanding of various technologies and exceptional communication skills. • Lead and optimize the service ticket management process to improve efficiency and customer satisfaction. • Handle complex technical issues and provide expert-level support for a wide range of technologies. • Develop and implement strategies to improve ticket resolution times and quality. • Mentor and guide junior team members in ticket handling and resolution techniques. • Collaborate with cross-functional teams to address recurring issues and implement long-term solutions. • Analyze ticket data and trends to identify areas for improvement in our support processes. • Maintain up-to-date knowledge of supported technologies and industry best practices. • Build and maintain strong relationships with key clients, understanding their needs and ensuring high levels of satisfaction. • Demonstrate experience in contract negotiations, service level agreements (SLAs), and vendor management. • Apply a strong understanding of ITIL framework and managed services best practices. • Implement and maintain KPIs and reporting mechanisms to track and improve service quality and operational efficiency. • Participate in financial performance aspects of the Managed Services Practice, including budgeting, forecasting, and profit/loss analysis. • Participate in on-call rotations to provide 24/7 support when needed.

🎯 Requirements

• Bachelor's degree in Computer Science, Information Technology, or related field. • 7+ years of experience in IT support or customer service roles, with at least 3 years in a senior or leadership position. • Exceptional communication skills, both written and verbal, with the ability to explain complex technical concepts to both technical and non-technical audiences. • Strong technical knowledge and hands-on experience with various technologies. • Experience with ticket management systems and process optimization. • Excellent problem-solving and analytical skills. • Ability to work under pressure and manage multiple priorities. • ITIL certification preferred. • 1. Experience with VMware products and virtualization technologies. • 2. Knowledge of cloud technologies, particularly Azure, AWS and GCP. • 3. Familiarity with software-defined networking (SDN) solutions. • 4. Experience in a managed services or IT consulting environment. • 5. Certifications related to Kubernetes. • 6. Certifications related to Linux.

🏖️ Benefits

• Enjoy a flexible remote work environment with growth opportunities. • Be part of a rapidly expanding company shaping the future of business. • Work with cutting-edge AI, cloud, and cybersecurity technologies. • Make a real impact on businesses across various industries. • Grow your expertise through partnerships with industry leaders. • Join a diverse team that values innovation and collaboration. • Contribute to meaningful projects with tangible client outcomes.