Service Delivery Manager

Cloud | Core Business Operations
Same job available in 33 locations

Atlanta, Georgia, United States

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Position Summary

As a Service Deliver Manager, you will serve as the primary contact and face of the project — managing client communications, expectations, and escalations. Your responsibilities include both external client relations, as well as internal project coordination to ensure the proper day-to-day care and feeding of our clients’ managed environments. A strong candidate can explain complex problems in easy-to-understand terms, will delegate defined responsibilities and ensure follow up, and problem solving.

Responsibilities

  • Work alongside CMS Leadership, Pod Leads, and Technical Leads to effectively manage the client relationship to ensure our customer’s success.
  • Become an extension of each of your clients’ team by gaining a deep understanding their business and technical goals and how CMS helps in meeting those initiatives.
  • Work with the client and the team to facilitate key activities, such as building milestones, patching, upgrades, DR test, and other key project tasks and milestones.
  • Provide regular reporting on project status, ITSM standard operations, and requests.
  • Be engaged for P1 tickets for your client, helping to coordinate communication decisions for outages exceeding one hour; Keep the stakeholders and management apprised of status as per outage communication plans.
  • Assist with renewal discussions and facilitate conversations for new opportunities.
  • Work with resources to improve their skills and identify growth and leadership opportunities.
  • Work with the GCO team to schedule and deliver automated reporting required by pod teams for clients and CMS leadership.
  • Continually monitor SNOW Queues for assigned project tasks.
  • Understand and closely monitor the scope of the project onboarding support responsibilities for each assigned project.
  • Identify and facilitate all opportunities for automation.
  • Review tickets for completion according to standards required for SOC II Compliance
  • Be aware of the overall technical scope and architecture for projects assigned; update regularly.
  • Facilitate issue resolution and build tasks for team members on projects.
  • Problem solve and report open incidents, project changes, near-approaching SLA breaches, and past- due build dates.
  • Work with the tech lead for your projects to deliver any root-cause documents, reports, or other documentation required by the client.
  • Work with the different team members to plan the delivery of the CMS project scope.
  • Develop the Service Delivery plan for the engagement as a build-phase deliverable.
  • Work with client counterpart and CMS tech resources to facilitate key activities, such as building milestones, patching, upgrades, DR test, and other key project tasks and milestones.
  • Drive problem-management and continuous improvement within projects
  • Work with Pod leadership and CMS finance team to support financial reporting process through forecasting of resources, review of time entries, and management of infrastructure costs.
  • Manage client relationship, communications, expectations, and escalations, including reporting (standard operations, requests, and RCAs); be the client’s advocate within CMS.

Requirements

  • Bachelor-level degree in engineering, information technology, data communications, telecommunications, computer science, or equivalent educational or professional experience and/or qualifications
  • 10+ years of relevant professional experience in a large, diverse server environment
  • Demonstrated experience leading large projects, interpreting project requirements and working directly with clients to develop customized solutions.
  • Strong troubleshooting, problem-solving, and issue-management skills
  • Preferred ability and discipline to work and succeed in a fast-paced and organizationally complex environment, to effectively adapt to rapidly changing technology, and to lead and manage projects.
  • Excellent oral and written communications ability; must be able to communicate effectively with all levels of the organization.
  • Ability to travel 0-50%, on average, based on the work you do and the clients and industries/sectors you serve.
Sponsorship:
*No Sponsorship.

Skills Desired

  • Certification in system administration, system architecture, virtualization, or cloud technologies preferred.

In order to comply with the Immigration Reform and Control Act of 1986, it will be necessary for you to provide documentation verifying your identity and employment eligibility. Should you require Deloitte’s sponsorship for an employment-based visa (e.g. H-1B, L-1, TN), your employment and start date with Deloitte are contingent upon your obtaining the requisite permission to work in the United States (U.S.) and your availability to work in the U.S. consistent with Deloitte’s business needs. If you require sponsorship and have disclosed this through the recruitment process, you will be contacted by Deloitte’s designated immigration counsel once you have accepted our offer. Regardless of any preceding immigration conversations, you must respond to the requests of your designated immigration specialist in order to initiate the appropriate visa process. Your cooperation with your designated immigration specialist will facilitate the timely commencement of and your continued employment with Deloitte.

For individuals assigned and/or hired to work in California, Washington State, New York City or Jersey City, Deloitte is required by law to include a reasonable estimate of the compensation range for this role. This compensation range is specific to California, Washington State, New York City and Jersey City and takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs. At Deloitte, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is $161,000 to $326,000.

You may also be eligible to participate in a discretionary annual incentive program, subject to the rules governing the program, whereby an award, if any, depends on various factors, including, without limitation, individual and organizational performance.

Our people and culture

Our diverse, equitable, and inclusive culture empowers our people to be who they are, contribute their unique perspectives, and make a difference individually and collectively. It enables us to leverage different ideas and perspectives, and bring more creativity and innovation to help solve our client most complex challenges. This makes Deloitte one of the most rewarding places to work. Learn more about our inclusive culture.

Professional development

From entry-level employees to senior leaders, we believe there’s always room to learn. We offer opportunities to build new skills, take on leadership opportunities and connect and grow through mentorship. From on-the-job learning experiences to formal development programs, our professionals have a variety of opportunities to continue to grow throughout their career.


As used in this posting, "Deloitte" means Deloitte Consulting LLP, a subsidiary of Deloitte LLP. Please see www.deloitte.com/us/about for a detailed description of the legal structure of Deloitte LLP and its subsidiaries.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.

Requisition code: 121114

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