• Job Description

  Req#: SERVI002095

  Service Delivery Manager
  Remote, USA OneStream Software LLC

  Benefits Offered Vision, Medical, Life, Dental, 401K
  Employment Type Full-Time
  Compensation Range $77,000.00 - $100,000.00 (Range applies to US candidates only) + Benefits/Variable Comp/Equity – Range may vary based on experience

  ABOUT THE JOB

  We are looking for a Service Delivery Manager to join our IT Operations team and work alongside the Engineering and Support Managers to create an end-to-end technical operations team. The Service Delivery Manager will be responsible for service delivery oversight, service catalog definition and management, service level management, reviewing operational performance reports, and highlighting potential productivity enhancements. They will also escalate incidents and coordinate their resolution with the Global Technical Operations team. They will focus on proactive solutions to support the contract relationship and business relevance with the goal of optimizing the managed service value. They will assist in managing the day-to-day operations while strategically maximizing the productivity of the service desk team in all aspects including new technology implementation, resource allocation, and meeting ticket SLAs. Daily activities include direct customer engagement at corporate locations, service staff management, infrastructure planning and evaluation.
  
  

  RESPONSIBILITIES:

  • Maintaining high performance levels for service-related processes, and implementing improvement activities wherever necessary
  • Define and track the performance of services (and related solutions and processes) and implement on SLAs and KPIs
  • Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews
  • Ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery.
  • Developing a deep understanding of projects to gain insights into the scope of service delivery.
  • Achieve targets and improvement initiatives for customer satisfaction.
  • Taking accountability for service delivery performance, meeting customer expectations, and driving future demand
  • Analyzing third-party as well as internal processes, and creating strategies for service delivery optimization
  • Recommending methods of improvement and seeing that actions are implemented on time for service delivery upgrades.
  • Providing accurate and regular reports to the management on performance of the service delivery
  • Leading personnel management, including staff recruitment, performance assessment, training, and mentoring
  • Building strong relationships with teams and stakeholders to enable effective dialogue exchange between departments.
  • Facilitate continual improvements in the desktop environment.
  • Collaborating with technical design teams to set standards for software, hardware, and security.
  • Ensuring that patching is implemented in a timely manner aligned with our standards.
  • Internal service reporting
  • Management and evolution of our Service Catalogue

  
  DESIRED SKILLS AND EXPERIENCE

  Formal Education and Certification

  • College diploma or Bachelor’s Degree in a technology-related field (or equivalent work experience)
  • Microsoft and Cisco Certifications are a plus

  Knowledge and Experience

  • 10 years of proven experience as a Delivery Manager or similar role in a software company environment
  • Experience dealing with third party-provided services.
  • Strong ITIL Focus with an emphasis on continuous improvement.
  • Proven experience of managing and developing an IT service management lifecycle with a focus on controls, risk and regulatory requirements
  • Experience driving process improvement from a service delivery perspective
  • Experience working with Service Desks and Problem/Incident/Change management, in particular ServiceNow.
  • Experience supporting teams.

  Nice to Have

  • Exceptional customer-facing skills
  • Knowledge of ITIL and ISO27001
  • In-depth knowledge of escalation procedures, incident management, and other disciplines related to service delivery.
  • Passion for driving and implementing process improvement.
  • Adaptable and flexible in complex situations with ability to navigate through conflict with positive outcomes.
  • Demonstrate decisiveness in resolving business problems, making decisions, and identifying priorities.
  • Excellent written and verbal communication skills
  • Excellent organizational skills.

  Personal Attributes

  • Results-driven.
  • Detail-oriented.
  • Strong presentation skills.
  • Able to multi-task.
  • Flexible and adaptable.
  • Team player.
  • Legally authorized to work for any company in the United States without sponsorship.

  WHO WE ARE

  OneStream is an independent software company backed by private equity investors. OneStream provides an intelligent finance platform built to enable confident decision-making and maximize business impact. OneStream unleashes organizational value by unifying data management, financial close and consolidation, planning, reporting, analytics and machine learning. We empower Finance and Operations teams with AI-enabled insights to make faster and more intelligent decisions every single day. All in a single, modern CPM platform designed to continually evolve and scale with your organization.

  We are equally fanatical about our OneStream family members (formally known as employees). We are a team in every sense of the word. Everyone here is approachable and excited to pitch in and help. We work hard and play hard. The right candidate is easy to get along with, always willing to lend a hand, excited about coming to work, and happy to contribute to the team.

  WHY JOIN THE ONESTREAM TEAM

  • Transparency around corporate structure, salary, and benefits
  • Core value of customer success
  • Variety of project work (not industry specific)
  • Strong culture and camaraderie
  • Multiple training opportunities

  Benefits at OneStream Software

  OneStream employees are passionate, hardworking individuals who go above and beyond to keep our customers happy and follow through on our mission statement. They consistently deliver the best and in turn, we make every effort to keep them cared for and happy. A sample of the benefits we provide are:

  • Excellent Medical Plan
  • Dental & Vision Insurance
  • Life Insurance
  • Short & Long Term Disability
  • Vacation Time
  • Paid Holidays
  • Professional Development
  • Retirement Plan

  OneStream Software is an Equal Opportunity Employer.

  #LI-Remote
  #LI-CB1

  Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

  The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

• About the company

  Conquer business complexity by unifying key finance processes through OneStream's modern corporate performance management (CPM) Platform.

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