服务交付负责人 - 纽约市
Service Delivery Lead - New York City
加入游戏背后的团队
你是否准备好将你的网络专业知识带到美国最大的职业体育联盟之一的全球舞台上？Blue Mantis 正在寻找一位技术娴熟、多面手、有战略眼光且以客户为中心的服务交付主管，具备企业 IT 系统的坚实基础，加入我们的团队。该职位负责作为关键客户的的技术联络人和值得信赖的顾问。理想的候选人应了解企业 IT 基础设施和运营，具有强烈的客户导向意识，并在必要时愿意亲力亲为。
主要职责
客户参与与倡导
- 作为指定客户的 技术升级联系人，建立长期的战略关系。
- 理解客户的业务目标和技术环境，主动引导并使其 IT 解决方案符合其需求。
- 定期审查系统健康报告、性能指标、流程和 KPI，提供洞察和战略建议。
服务交付与沟通
- 与内部支持和工程团队协作，确保问题及时解决和无缝服务交付。
- 向技术及非技术利益相关者清晰传达复杂的技术问题和解决方案。
- 识别事件和停机模式，提出改进措施并推动长期运营卓越。
基于 ITIL 的流程监督
- 使用 ITIL 最佳实践支持事件、事故、问题和变更管理。
- 协调根本原因分析，并就重大或重复性问题及时跟进客户。
- 每月报告以突出 KPI 和指标
- 分析数据趋势并提出建议
技能、知识与专长
技术专长
- 具有管理与维护 Windows Server 环境的经验
- 精通网络设备配置及 Cisco 路由器/交换机的管理。
- 理解 Microsoft Azure 和 AWS 平台上的云解决方案，包括混合环境。
- 具有虚拟化技术（包括 VMWare）的使用经验。
面向客户与战略能力
- 在技术客户经理或面向客户的工程岗位上有成功经验。
- 能够解读系统指标并将其转化为与业务对齐的行动。
软技能
- 优秀的沟通和人际交往能力
查看英文原文
Be Part of the Team Behind the GameAre you ready to bring your network expertise to the global stage of one of the biggest professional sports leagues in the US? Blue Mantis is seeking a highly skilled, versatile, strategic, and customer-focused Service Delivery Lead, with a strong foundation in enterprise IT systems to join our team. This role is responsible for serving as the technical liaison and trusted advisor for a strategic client. The ideal candidate will have a good understanding of enterprise IT infrastructure and Operations, a strong customer orientation and a willingness to roll up their sleeves when necessary.Key Responsibilities
Customer Engagement & Advocacy
- Act as a technical escalation point of contact for assigned customers, fostering long-term strategic relationships.
- Understand client’s business goals and technical environment to proactively guide and align IT solutions to their needs.
- Regularly review system health reports, performance metrics, processes, and KPIs to provide insights and strategic recommendations.
Service Delivery & Communication
- Collaborate with internal support and engineering teams to ensure timely resolution of issues and seamless service delivery.
- Communicate complex technical issues and solutions clearly to both technical and non-technical stakeholders.
- Identify patterns in incidents and outages, propose improvements and drive long-term operational excellence.
ITIL-Based Process Oversight
- Support event, incident, problem, and change management efforts for our 1 using ITIL best practices.
- Coordinate root cause analysis and ensure timely follow-up with clients for major or recurring issues.
- Monthly reporting to highlight KPIs and Metrics
- Analyze data trends and present recommendations
Skills, Knowledge and Expertise
Technical Expertise
- Historical experience managing and administering Windows Server environments
- Strong knowledge of network device configuration and administration of Cisco routers/switches.
- Understanding of cloud solutions on Microsoft Azure and AWS platforms, including hybrid environments .
- Previous experience with virtualization technologies, including VMWare.
Customer-Facing and Strategic Skills
- Proven success in a Technical Account Manager or customer-facing engineering role.
- Capable of interpreting system metrics and translating them into meaningful, business-aligned actions.
Soft Skills
- Excellent communication and interpersonal skills; able to bridge the gap between business needs and technical solutions.
- Strong presentation and documentation abilities.
- Highly self-motivated, organized, and comfortable working both independently and collaboratively.
Leadership & Team Coordination:
- Technical Expertise: Strong hands-on skills in network, server, monitoring, and ticket management. Able to troubleshoot and resolve issues when additional resources are needed. This would not be the primary role but having someone who can roll up their sleeves as needed
- Process & Standards Implementation: Experience with ITIL frameworks and driving adoption of best practices for incident, problem, and change management.
- Operational Improvement Mindset: Ability to identify gaps, propose improvements, and facilitate continuous improvement initiatives.
- Stakeholder Management: Strong communication and interpersonal skills to interface with Blue Mantis and customer stakeholders, articulate value and manage expectations.
- Game Day Coverage: Cover critical events, including weekends, with the ability to coordinate with remote teams and provide leadership.
- Reporting & Analytics: Capable of providing operational reports, ticket analysis, and recommendations for service improvement
Please note: This range is based on our market pay structures. However, individual salaries and hourly pay rates are determined by a variety of factors including, but not limited to business considerations, local market conditions, and internal equity, as well as candidate qualifications, such as skills, education, and experience.
We consider all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.
Reasonable accommodations will be made to enable employees with disabilities to perform the essential functions of the job. This job description is intended to describe the general nature of work being performed by employees in this job. It is not intended to be a complete list of all responsibilities, duties, and skills required.
Agencies/3 Parties may not solicit to any employee of Blue Mantis. Any candidate information received from any Agency/3 Party will be considered a gift and property of Blue Mantis, unless the Agency/3 Party is an Authorized Vendor of Blue Mantis with an up-to-date Blue Mantis Contract in hand signed by Blue Mantis Talent Acquisition. No payment will be made to any Agency/3 Party who is not an Authorized Vendor, nor has specific approval in writing from Blue Mantis Talent Acquisition to engage in recruitment efforts for Blue Mantis. At this time, we have no interest in onboarding any new staffing partners.
Originally posted on Himalayas