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SMC Service Delivery Manager

Orlando, FL
Job Title : SMC Service Delivery Manager
Location​ : Orlando, FL​.




Core Responsibilities:
The SMC Service Delivery Manager is accountable for the delivery of the Service Management Center-owned Global processes and thus support the delivery of end-to-end services in line with customer and internal SLAs/KPIs.
The SMC Service Delivery Manager is accountable to deliver Incident, Request, Change and Problem Management Processes to the Disney Customer.
This also includes the management of 14 resources working both on and offshore.
Responsible for the complete process adherence to ASMM and handling of process according to SLAs/OLAs.  
Act as an escalation point to expedite resolution .  
Liaison with team managers of all Technical Experts to ensure swift implementation of actions within their targets.
Coordination with suppliers, contractors, 3rd parties, etc. to ensure timely resolution and contractual fulfillment and involve Supplier Management when necessary .  
Ensure that KPIs are reported and their targets met .  
Ensure actions are identified to prevent repeat of similar issues . 
Overall responsible and accountable of the execution of the process including Quality Management and Service Assurance. 
Minimum Requirements: 
Broadly skilled in information and communications technology. 
Excellent English communication skills (written and oral), with experience interacting with all levels of management both within Company and Customer organizations.  
Ability to work independently and take decisions where necessary.  
Successful delivery against commitments and deadlines.  
Promotes and supports standardization and continuous improvement.  
Demonstrates leadership skills.  
Uses experience to make informed decisions on selection and execution of all relevant approaches across a wide field, either in a management or advisory capacity. 
Demonstrates a good understanding of the relationship of own specialization or area of responsibility to the employing organization as a whole and takes customer requirements fully into account when making proposals and/or carrying out work.  
Calls team members to account, even in complex or sensitive situations.  
Facilitates discussion and compromise to establish agreed decisions and actions.  
Effectively motivates other members of the team.  
Ensures that other members of the team are sufficiently informed.  
Demonstrates a clear commitment to delivery.  
Demonstrates responsibility for reaching agreed targets.  
Calls others to account, when necessary, on failing to achieve an agreed result.  
Continually measures progress against targets and deadlines in addition to quality standards. 
Always considers the impact of decisions and actions on the customer.  
Effectively manages customer expectations . 
Profficient in MS office .  
Preferred Qualifications: 
Minimum ITIL Foundation v3 in the last two years. 
Educated to College degree standard.




Central Business Solutions, Inc,
37600 Central Ct.
Suite #214
Newark, CA 94560.
Central Business Solutions, Inc(A Certified Minority Owned Organization)
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Central Business Solutions, Inc
37600 Central Court Suite 214 Newark CA, 94560
Phone: (833)247-8800 Fax: (510)-740-3677
Web: http://www.cbsinfosys.com
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