Service Delivery Manager – D2Ops

Service Delivery Manager – D2Ops

World Wide Technology (WWT) is seeking a Senior Service Delivery Manager to join our D2Ops team. This is a remote, permanent position offering a competitive salary range of $85,000.00 to $100,000.00 annually.

At WWT, we are dedicated to creating a new world through collaboration and innovation. We are a global technology solutions provider leading the AI and Digital Revolution, combining strategy, execution, and partnership to accelerate digital transformation for organizations worldwide. Our culture is built on core values and leadership philosophies that have been recognized by Fortune and Great Place to Work® for 14 consecutive years.

About the Role

This position will focus on providing operational oversight for Managed Services clients and assisting with multiple high-priority projects and incidents. You will be an escalation point for all Managed Services operational issues, requiring 24x7 support through an on-call rotation. You will work closely with Managed Services teams and customers, ensuring operational excellence and SLA compliance.

Key Responsibilities

• Integrate with Managed Services teams and customers.
• Serve as a 24x7x365 escalation point for all Managed Services operational issues.
• Provide operational oversight to multiple Managed Services clients.
• Attend internal and external meetings related to assigned customers.
• Perform daily reviews of incidents, changes, requests, problems, and monitoring tools for assigned clients.
• Monitor SLA/SLT/SLO measurements to ensure daily compliance for assigned clients.
• Prepare and conduct weekly operations meetings for all assigned Managed Service Clients.
• Assist in preparing operational reporting for monthly and quarterly meetings.
• Manage Infrastructure Services Escalation bridges.
• Create and present Root Cause Analysis for all Critical Incidents.
• Work closely with and support Process and Compliance leadership.
• Create and update documentation, including Standard Operating Processes and Procedures.
• Perform training of Command Center processes to new employees.
• Build, develop, and maintain OEM and Vendor relationships as needed.

Requirements

• 5+ years of experience in Incident Management, Problem Management, or Crisis Management.
• Exposure to technology projects and project management.
• Advanced skills in MS Office applications (Excel, Word, Outlook).
• Experience with ServiceNow and SharePoint is a plus.
• Ability to work independently and aggressively track incidents.
• Excellent documentation skills and attention to detail.
• Strong ability to communicate effectively with customers and co-workers (written, verbal, and presentation).
• Ability to work in a team environment.
• Strong problem-solving skills.
• Familiarity with ITIL Service Management practices, including Incident, Change, Request, and Problem Management.

What We Offer

• Health and Wellbeing: Health, Dental, and Vision Care, Onsite Health Centers, Employee Assistance Program, Wellness program.
• Financial Benefits: Competitive pay, Profit Sharing, 401k Plan with Company Matching, Life and Disability Insurance, Tuition Reimbursement.
• Paid Time Off: PTO and Sick Leave (starting at 20 days per year), Holidays (10 per year), Parental Leave, Military Leave, Bereavement.
• Additional Perks: Nursing Mothers Benefits, Voluntary Legal, Pet Insurance, Employee Discount Program.

WWT strives to create an environment where all employees are empowered to succeed based on their skills, performance, and dedication. We cultivate a culture of belonging that encourages innovation, collaboration, and respect for all team members.

Join WWT and work with highly motivated individuals on high-performance teams!