ACT is hiring a

Senior Manager Service Delivery

Deadline: 3 days

Job Type: Permanent

Senior Manager Service Delivery. As a member of the management team the candidate will be responsible for the effective and timely delivery of services to ACT's diverse client base. The position works collaboratively with other teams within Services and Sales to ensure the effective delivery of service-related activities. Key Responsibilities: Proactively manages the day-to-day relationship with the client(s)/client representatives to ensure a high level of satisfaction Accountable for: o IT service desk Supplier management o Business relationship management IT asset, operations and infrastructure management Information security management Dedicated Incident Management 24x7x365 Define and embed industry good practice across the function using frameworks such as ITIL Develop and maintain effective working relationships with the rest of the Operations senior team Managing Third Party deliverables and relationships in line with contractual obligations Understands, anticipates, and influences customer demand for services and ensures that delivery entities are capable to fulfil the demand Works closely to plan the overall client relationship strategy, concentrating on cost reduction, service improvement and new businesses Provide key input and proactive contributions to the Account Executives in the ongoing development, execution and management of account plans aligned with the customer's strategy Solves complex business issues through process improvement or strategic planning Improves field force, engineering staff, and customer service effectiveness through work force management and process optimization Identifies complex business issues and recommends value added solutions Directs the Excellence in Operations strategic planning efforts Integrates business solutions with technology innovations Manages large-scale process improvement programs, including logistics planning, scheduling, Reviews industry trends including advances in technology and the resulting impact on managing Skills and Experience: Minimum 10 years of direct client relationship management Strong technical management and leadership background in consulting services Solid technical background in infrastructure environment including Networking. Operating systems, Storage, System management suites, Virtualization, System Security, system deployment practices and other related skills Knowledge of ITIL and industry best practices for IT Service Delivery Strong organizational skills are required including multi-tasking and working in a changing Experience of working in a complex corporate culture or rapidly growing business Experience of running senior stakeholder meetings Be a self-starter and take ownership for delivery of the projects in the portfolio Be a self-starter and take ownership for delivery of the projects in the portfolio Know when to bring in senior stakeholders/COO influence and know when to use your own Exceptional and demonstrable leadership skills Must be available 7x24 for client escalations and staff support Senior Systems Engineer The successful candidate must be an experienced generalist with knowledge across numerous technology domains including server, networking storage and security appliances. The successful candidate will provide operational support for service delivery to internal and external clients, and stakeholders. Key Responsibilities: Lead, administer and implement cloud migration projects (Azure) Ensure the enforcement of standards and procedures related to IT Infrastructure and Information Security Participate in the audit and Information Security Management Systems programs to ensure adherence to standards, policies, procedures, and obligations Strong focus on ITSM change management, incident management and assets management Microsoft Windows Server 2016/2019 deployment and management including Active Directory, Group Policies, and scripting (Powershell, Python) Networking technologies: routers, switches, load balancers, web application firewalls, next-gen firewalls, LAN/WAN networks, WAN accelerators, MPLS, SD-WAN, Internet, VPN, and various network protocols such SIP, IPSec, DNS, DHCP, SMTP, SSH, S/FTP etc. Manage and maintain infrastructure lifecycle, including inventory, maintenance of infrastructure components Experience in configuring and managing VMware servers and desktops virtualization platform Ensure smooth and stable operations and daily health of processing, storage, networking, and security equipment Deploy infrastructure services that support end-users and back-office operations Participate in testing disaster recovery and business continuity systems and programs Provide after-hour support for infrastructure related emergencies as well regular and occasional Skills and Experience: Minimum of eight years' experience working for an IT consulting-based organization handling multiple clients in a single eight-hour shift Experience with migrations into cloud systems including MS Azure Experience supporting VMware, Active Directory, Exchange, Citrix, and PowerShell scripting Experience supporting network and storage issues (Fortinet an asset) Experience configuring and administering backup technologies (Asigra, Veeam and Zerto) ITIL certified and/or experience working in an ITIL focused organization University or college degree in Computer Sciences or equivalent 5-7 years of experience in Windows Server administration Experience working in a team, able to lead, prioritize and execute tasks in a high-pressure environment and provide or make sound decisions in emergencies. Azure certifications would be considered an asset Systems Engineer - As a member of our IT Services Team, you will be involved in a variety of support plan and project-based activities for our diverse client base. Key Responsibilities: Proven understanding and experience in the support and troubleshooting of Microsoft products, specifically Microsoft Exchange, Active Directory Proven experience with Citrix Administration Experience in the support of backup products including Symantec Backup Exec Experience with the management and maintenance of VMware Proven expertise with the management of enterprise anti-virus products Good understanding of networking including firewalls, switches, and routers Ability to effectively troubleshoot end-user issues and backend infrastructure Excellent experience in providing end-user support in large customer environments Skills and Experience: Minimum of six years' experience working for an IT consulting-based organization handling ITIL certified and/or experience working in an ITIL focused organization Exceptional customer service and relationship building skil, with the ability to successfully interact with a wide range of people Previous experience working for a solutions provider Excellent verbal and written communication skills as well as excellent presentation skills Demonstrable ability to work in teams as well as independently University or college degree in Computer Sciences or equivalent Experience working in a team, able to lead, prioritize and execute tasks in a high-pressure environment and provide or make sound decisions in emergencies Ability to work evenings and weekends as required Will be required to participate in a paid on-call rotation MCSE, MCP, or MCSA certification