Service Delivery SME

Marathon TS
Service Delivery SME
Remote (Targeting local to DC/MD/VA)
IRS

Marathon TS is seeking a skilled Service Delivery SME to join our team. The ideal candidate will have a strong background in service delivery management, process optimization, and technical expertise, with a proven ability to design and implement solutions that improve service delivery and customer experience.
Key Responsibilities:

• Service Delivery Optimization: Analyze existing service delivery processes and systems to identify areas for improvement and optimization.
• Solution Design: Design and implement innovative solutions to enhance service delivery efficiency, reliability, and scalability.
• Technology Integration: Evaluate and integrate technology solutions to automate and streamline service delivery processes.
• Continuous Improvement: Drive continuous improvement initiatives to enhance service quality, customer satisfaction, and operational effectiveness.
• Performance Monitoring: Monitor service delivery performance metrics and KPIs, identifying trends and opportunities for improvement.
• Incident Management: Coordinate the resolution of service incidents and outages, ensuring timely response and minimal impact on customers.
• Client Engagement: Collaborate with clients to understand their service delivery needs and requirements, and develop customized solutions to meet their business objectives.
• Cross-Functional Collaboration: Work closely with cross-functional teams, including IT, operations, and customer support, to ensure seamless service delivery and effective issue resolution.
• Documentation and Reporting: Maintain comprehensive documentation of service delivery processes, procedures, and systems, and produce regular reports on service performance and improvement initiatives.

Required Qualifications:

• Bachelor's in Information Technology, Computer Science, Business Administration, or a related discipline.
• 8+ years of experience in service delivery management, IT operations, or a related field.
• Strong understanding of service delivery principles, processes, and best practices.
• Technical expertise in IT systems and technologies, with experience in solution design and implementation.
• Excellent problem-solving and analytical skills, with the ability to diagnose and resolve complex service delivery issues.
• Strong project management skills, with the ability to manage multiple projects and priorities simultaneously.
• Excellent communication and interpersonal skills, with the ability to effectively engage and collaborate with clients and internal teams.

Preferred Qualification:

• Master's degree in Information Technology, Computer Science, Business Administration, or a related discipline
• PMP Certification preferred
• ITIL Certification preferred

Marathon TS is committed to the development of a creative, diverse and inclusive work environment. In order to provide equal employment and advancement opportunities to all individuals, employment decisions at Marathon TS will be based on merit, qualifications, and abilities. Marathon TS does not discriminate against any person because of race, color, creed, religion, sex, national origin, disability, age or any other characteristic protected by law (referred to as "protected status ").