• Provide operational oversight to team of Service Delivery Coordinators and Managers, who are responsible for managing multiple D2OS clients.

• Act as an Ops Lead during client Onboarding
• Act as an escalation point for D2OS operational issues
• Review incidents, changes, requests, problems for compliance and improvements
• Mentor the team in preparing and conducting Weekly Operations meetings
• Work with Senior Operations Management team to ensure Engineers and Architects have the proper skillsets to support D2OS Clients.

• Work with Senior Operations Management to review current processes and suggest and implement improvements.

• Guide team on Creating and presenting Root Cause Analysis for all Critical Incidents
• Assist team with D2OS reporting and Key Performance Indicators and work on creating new ones as needed
• Work closely and support Process and Compliance leadership
• Deliver training and educate teams on Managed Services processes
• Build, develop and maintain OEM and Vendor relationships as needed
• Identify gaps or risks in existing processes and work with other Day-2 teams on creating and implementing solutions
• Continuously look for and work on process improvements

• Experience in ITIL Service Management practices, including Incident, Change, Request, and Problem Management.

• Generate D2OS reporting and Key Performance Indicators.
• Work closely and support Process and Compliance leadership.
• Create and update documentation including Standard Operating Processes and Procedures.
• Perform training of D2OS processes for new employees.

• Bachelor's Degree in Business, IT, or related field or equivalent experience.

Certifications

• ITIL certification is highly desirable.

• 12+ years of experience in the technology space, ideally with service providers or other MSP-related companies with experience in Incident Management, Request Management, Problem Management, or Crisis Management.
• Experience working with enterprise-class customers preferred
• 5+ years in the Service Delivery Management space required.
• Experience handling a team of 10 resources or more.

• Advanced Skills in MS Office applications including Excel, Word, OneNote, and Outlook
• ServiceNow, Microsoft Teams, and SharePoint experience are a plus
• Excellent documentation skills and attention to detail
• Ability to communicate effectively with customers and co-workers
• Ability to work both independently and in a team environment
• Strong problem-solving, customer service, and conflict de-escalation skills
• Strong communication skills (written, verbal, and presentation)