Service Delivery Manager

About this opportunity:7-Eleven is seeking a Service Delivery Manager who is comfortable working in a challenging and diverse environment to assist with delivering outstanding Network Services to the business. You will also serve as a direct support contact to internal team members and external clients via phone, email, chat or in person. Candidates should be self-motivated and have excellent analytical, organizational and communication skills. They must be a strong team player able to collaborate with others.Responsibilities:Maintain high performance levels for service-related processes, and implementing improvement activities wherever necessaryTaking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviewsEnsuring that systems, procedures, and methodologies are in place to support outstanding service deliveryDeveloping a deep understanding of ongoing and new projects to gain insights into the scope of service deliveryTake accountability for service delivery performance, meeting customer expectations, and forecasting future demandAnalyzing third-party as well as internal processes, and creating strategies for service delivery optimizationRequirements:Manage relationships between the 7-Eleven Networking team and its customers (internal and external)Strong diagnostic and problem-solving skillsActive listening and analysis to identify issues or problems to ensure correct teams are involved in remediation effortsResearch and creativity to identify a solution to the issue or problemAbility to communicate resolutions in a simple, easy to understand manner to the businessCommunication skillsVerbal and written – via phone, email, chat, etc.Must be able to clearly communicate status updatesMust be able to describe technical items to non-technical usersMulti-tasking skillsAbility to help a team member or customer real-time while performing other tasksPassionate about customer supportAttention to detail – good organizational and time management skillsA deep understanding of service management principles, frameworks (such as ITIL), and best practices to ensure the efficient and effective delivery of services. This includes incident management, problem management, change management, and service level management.Education and Experience:Bachelor’s Degree or Equivalent Work Experience, Computer Science, MIS, or similar fieldPrevious experience in a large Enterprise is preferred.Basic to Intermediate technical understanding of networking and wireless technologies