Service Delivery Manager (e-commerce) - Silver Spring Maryland

Location: Silver Spring, Maryland
Posted On: 04/26/2024

Mastech is a growing company dedicated to innovation and teamwork. We are currently seeking a Service Delivery Manager (e-commerce) for our client in the IT Services domain. We value our professionals, providing comprehensive benefits, exciting challenges, and the opportunity for growth. This is a Contract position and the client is looking for someone to start immediately.



Duration: 12+ Months Contract

Location: Silver Spring, MD/Zip Code: 20904

Compensation: Market Rate



Role: Service Delivery Manager (e-commerce)



Role Description: The Service Delivery Manager (e-commerce) would need to have at least 5+ years of experience.



Responsibilities:



- Work with one or more strategic clients operating large, highly secure corporate or e-commerce systems comprised of Unix-, Linux-, and Windows-based servers, complex networks, and dedicated and shared databases.

- Consult with clients on strategic, organizational, and operational challenges with their systems.

- Directly and indirectly manage Sales, Services, Operations and Account Management personnel throughout the client delivery lifecycle.

- Establish and maintain long-term relationships with client(s) and third-party vendor personnel.

- Assist in negotiating, closing, and maintaining multi-million dollar services contracts.

- Develop, track and report on Service Level Agreement compliance for existing services contracts.

- Develop and manage strategic relationships with service delivery partners.

- Directly coach and mentor small teams of client delivery personnel (engineers, project managers, and other account managers).

- Evaluate incoming projects for operational impact to the client?s system, and implement strategies to mitigate any negative effects.

- The Service Manager is responsible for overall accountability for client satisfaction and operational stability for the client?s environment.

- Leading and managing PR01 calls with Client and other escalation Bridges

- Review of hourly/daily report emails (such as alerts.log, Oracle, and top IP reports).

- Service Managers are responsible for facilitating problem solving and technical resolution meetings between the Assigned Client Engineers and the client.

- Service Mangers are responsible for leading and attending daily, weekly, and monthly meetings.

- Organize, implement, and report status of ongoing operational improvements to the existing infrastructure.



Required Skills:



- 5+ years' experience in successfully managing complex service delivery activities in a client services industry.

- Operational support experience.

- Demonstrated ability to build and maintain long-term, client relationships.

- Demonstrated ability to develop and implement client-driven organizational infrastructure.

- Demonstrated ability to develop and expand services within existing accounts.

- Demonstrated ability to understand business and technical issues in a variety of industries.

- Experience with technical projects such as software deployment, enterprise systems infrastructure, business process development, and e-commerce systems deployment, launch and operations.

- Must be able to manage small to medium sized projects using industry standard tools and methodologies.

- Prefer technology practice management and/or IT consulting experience.

- A solid understanding of overall business functions and the impact of technical decisions on business results.

- Outstanding interpersonal and communications skills required.



Education: Bachelor's Degree

Experience: Minimum 5+ years

Relocation: Yes, this position will cover relocation expenses

Travel: No

Local Preferred: Yes



Recruiter Name: Ratheesh

Recruiter Phone: 877 884 8834 (Ext: 4042)



We are looking only for candidates willing to join us directly as W2 employees (No 3rd party candidates)



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