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Account Manager Jobs in Phoenix, AZ

Service Delivery Manager (SDM)

Artech LLC
  • Phoenix, AZ
  • $45–$50 Per Hour
  • Instant Apply
3 days ago

Job Description

Job ID: 111731-1
Title: Service Delivery Manager (SDM)
Locations: Onsite: Phoenix, AZ
Duration: 6 Months with Possible Extension.
Pay Range: $40-$50/Hour on W2 (All inclusive)

Description:
  • Own end-to-end delivery and operational performance of assigned technology services and ensure agreed service levels and business outcomes are consistently achieved.
  • Act as the primary service delivery interface for customer stakeholders and coordinate delivery across *** and client technology teams.
  • Monitor and report service performance against SLA/KPI targets including availability, incident volumes, MTTR, problem backlog, change success, capacity and operational risk.
  • Lead Major Incident Management for high-severity production issues; establish command structure, coordinate technical teams, provide timely stakeholder updates and drive service restoration.
  • Ensure timely RCA for critical/repeat incidents and track corrective and preventive actions through closure.
  • Govern Incident, Problem, Change, Release and Service Request processes and ensure adherence to ITIL and client operational standards.
  • Conduct regular service reviews, operational reviews and governance meetings with customer and internal leadership; present trends, risks, actions and improvement plans.
  • Manage service delivery risks, issues, dependencies and escalations and ensure clear ownership and timely resolution.
  • Drive proactive monitoring, automation, toil reduction, knowledge management and continual service improvement initiatives to improve reliability and efficiency.
  • Coordinate production deployments, change windows, implementation readiness, rollback planning and post-release validation with engineering, SRE and support teams.
  • Manage and mentor onsite/offshore teams, define priorities, track delivery commitments and ensure appropriate coverage for business-critical services.
  • Partner with engineering and product teams to improve application reliability, supportability, observability, capacity and resilience.
  • Support audit, compliance, security and operational risk requirements; ensure documentation, controls and evidence are maintained as required.
  • Identify opportunities for service optimization, automation and cost/productivity improvement while maintaining quality and customer satisfaction.

Generic Managerial Skills, If any
  • Strong people leadership and team management.
  • Customer/stakeholder management and executive communication.
  • Conflict resolution, negotiation and escalation management.
  • Planning, prioritization, risk management and decision-making.
  • Ability to lead cross-functional teams in high-pressure production situations
Skills Required:
  • 10+ years of IT experience with strong experience in Service Delivery Management, Application/Production Support, Infrastructure or Technology Operations.
  • Proven ownership of end-to-end service delivery for business-critical applications/services in an enterprise environment.
  • Strong knowledge of ITIL/ITSM processes including Incident, Major Incident, Problem, Change, Request, Release and Service Level Management.
  • Demonstrated experience managing SLA, KPI, availability, reliability, performance, capacity and operational risk metrics.
  • Strong Major Incident Management skills, including command-center/war-room leadership, stakeholder communication, escalation and restoration tracking.
  • Experience driving Root Cause Analysis (RCA), corrective/preventive actions and reduction of recurring incidents.
  • Strong stakeholder and customer management skills with ability to communicate service health, risks, dependencies and recovery plans to senior leadership.
  • Experience managing onsite/offshore delivery teams and coordinating across application, infrastructure, SRE, engineering, security, network, database and vendor teams.
  • Working knowledge of ServiceNow/JIRA/Confluence and monitoring/observability tools such as Splunk, Dynatrace, Grafana, Kibana, AppDynamics or equivalent.
  • Understanding of Agile/DevOps, CI/CD, cloud platforms and modern production support/SRE practices.
  • Experience with service transition, operational readiness, production releases, change governance and post-production stabilization.
  • Ability to analyze service trends and metrics, identify improvement opportunities and drive automation, standardization and continual service improvement.
  • Excellent leadership, communication, problem-solving, negotiation and executive reporting skills. Financial services / banking / payments domain experience is preferred
Skills: Service Delivery Manager, IT Service Delivery, ITIL, ITSM, Incident Management, Major, Incident Management, Problem Management, Change Management, SLA, KPI, RCA, Production Support, ServiceNow, SRE, Service Operations, Stakeholder Management, Vendor Management, Continual Service Improvement, Splunk, Dynatrace, Agile, DevOps

Experience Needed:
5-6 Years

Company Benefits & Culture
•    Inclusive and diverse work environment
•    Opportunities for professional growth and development
•    Comprehensive health and wellness benefits

Numbers & Facts

LocationPhoenix, AZ
Salary$45–$50 Per Hour

Skills

  • Agile Programming Methodologiesunmatched
  • Atlassian JIRAunmatched
  • Automationunmatched
  • Banking Servicesunmatched
  • Business Servicesunmatched
  • Change Requests/Ordersunmatched
  • Cloud Computingunmatched
  • Communication Skillsunmatched
  • Conflict Resolutionunmatched
  • Continuous Deployment/Deliveryunmatched
  • Continuous Integrationunmatched
  • Corrective Actionunmatched
  • Cost Controlunmatched
  • Cross-Functionalunmatched
  • Customer Satisfactionunmatched
  • Delivery Managementunmatched
  • DevOpsunmatched
  • Documentationunmatched
  • Establish Prioritiesunmatched
  • Financial Servicesunmatched
  • IT Service Management (ITSM)unmatched
  • ITIL (IT Infrastructure Library)unmatched
  • Improvement Metricsunmatched
  • Incident Managementunmatched
  • Information Technology & Information Systemsunmatched
  • Knowledge Managementunmatched
  • Leadershipunmatched
  • Maintain Complianceunmatched
  • Maintenance Servicesunmatched
  • Mentoringunmatched
  • Metricsunmatched
  • Negotiation Skillsunmatched
  • Offshoringunmatched
  • Operational Auditunmatched
  • Performance Analysisunmatched
  • Performance Metricsunmatched
  • Problem Solving Skillsunmatched
  • Production Supportunmatched
  • Productivity Managementunmatched
  • Quality Managementunmatched
  • Reliability Engineeringunmatched
  • Reporting Skillsunmatched
  • Riskunmatched
  • Risk Managementunmatched
  • Root Cause Analysisunmatched
  • Service Deliveryunmatched
  • Service Level Agreement (SLA)unmatched
  • ServiceNowunmatched
  • Splunkunmatched
  • Team Lead/Managerunmatched
  • Technical Leadershipunmatched
  • Technical Operationsunmatched
  • Time Managementunmatched
  • Trend Analysisunmatched

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