Urgent Need For a VACD ITO Service Delivery Manager

Hi,

Please go through the below requirement and send me updated resume of your consultants with the contact details to sandeep@glomark-llc.com.

Job title: VACD ITO Service Delivery Manager
Location: Richmond, VA
Duration: 11 Months 

Job Description:

Ideal candidate would have VoIP (Avaya PBX), Cisco ICM, and NICE Call recording experience supporting a large call center environment. 

Summary: Provide Voice support related to Project Delivery. Coordinate and manage Project Delivery activities between internal teams, Suppliers, and Lines of Business.  

• Project Feasibility (leading through intake process or engaged through             Engineering Team)

• Voice Project single point of contact from Detailed Design Review completion    through warranty period

• Serve as an escalation point to help resolve project implementation hurdles        between various groups

• Manage scope changes in projects dealing with Supplier

• Ensure Voice Deliverables are completed on time and within budget

• Develop communications plans for migration and implementation activities

• Provide Project Implementation/Migration after hours support

• Provide oversight of Supplier delivery resources for Voice Projects

• Provide project contractual and financial oversight (RFI/RFS/RFP/SOW's,          Amendments) and project approvals (COA)

• Provide weekly updates for all projects in the Portfolio through the following       reports:  Projects in Production, Weekly Dashboard, etc.

• Accountable for Day 2 operations support deliverables

• Maintain Voice Platform Service Readiness questions and operational tasks

• Populate Service Delivery Manager Folders in documentation repository;           supporting Operational Assurance (i.e. BRD, SRD, TDD, TOSSG, Summary,   RASCI, etc. as appropriate).

• Ensure operational continuity and conduct Turnover Meetings with Operations

• Provide input for Voice SOW true ups

• Drive Project process improvements and efficiency; both internal and within       Supplier delivery teams

• Customer advocacy (business requirements oversight)

Basic Qualifications:
• 3-4 years of experience in IP Telephony with an in depth knowledge of Avaya    and Cisco systems
• 3-5 years of Process Improvement/Development experience
• 2 years management experience providing Project Delivery oversight in an       outsourced service provider model
• 1-2 years of experience working within an ITIL framework or similar                    Operations model

 

Thanks and Regards Sandeep Talent Acquisition Team  Glomark International LLC  EMAIL: sandeep@glomark-llc.com Direct: 908-838-4407 Fax: 908-688-8831

 

 

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