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Senior Service Delivery Manager
 United States of America, Duluth   

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Falani Smith

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Identificación del trabajo

Kapsch TrafficCom develops smart solutions to make mobility safer, more sustainable and efficient for everybody. We design, build and operate traffic management systems including connected vehicles technology and mobility demand management as well as tolling services for cities, roads, tunnels and bridges around the world. We develop data and video analytics platforms, building on state-of-the-art technologies including AI, machine learning, big data and cloud services to enable the digitalization of mobility.

Major Responsibilities: Responsible for the Back-office Operations, contractual KPI/SLA’s, Monitoring and reporting. Manage the escalation process for incidents and issues in production environment based on the ITIL Methodology. Develop, coordinate and execute formal meetings and communication plans to ensure alignment of status, expectations, deliverables and agreed actions and assignments. Develop, prepare and deliver monthly and quarterly quality of service and performance reports, necessary to demonstrate measurement and compliance to contracted services. Ensure that daily operational and project workloads are completed in accordance with contracted SLA in accordance with project policies and procedures. Perform ITIL Change and Configuration management activities and maintain schedule for all performed changes. Work with Design and Build teams in the Solution Center in integration and transition of projects and deliverables into operational support. Proactively identify incidents to quickly initiate and manage Problem Management activities. Identify conflicting business practices and integration issues, suggesting alternative solutions. Provide guidance and leadership to support teams in the analysis, design, test and support of Back Office business applications. Make regular revisions of the support services to identify lessons learned, to share them with the respective Managers and Leaders, and apply them in future projects and support contracts. Manage the budget and resources, work with the release manager to deploy solutions. Train new team members on the Back-office solutions and tools. Assess customer feedback and improving procedures accordingly to ensure that great customer service is provided at all times. Evaluate a customer’s experience against a set of customer satisfaction goals and criteria. Telecommuting permitted.

Job Requirements: Applicant must possess a Bachelor’s, or foreign equivalent, in Sciences, Technology and Design or a related field, plus 10 years of experience in Management Information Systems, Computer Science, Engineering or related occupation. Additionally, the applicant must have professional experience with: (1) Management of Back Office Systems Operations with specific focus on ITIL methodologies in incident, problem and change management; (2)  Customer facing interactions in a service delivery role; (3) Implementation and maintenance of IT services; (4) Process/procedure development, standardization and implementation across support functions; and (5) Liaising with multi-disciplinary cross regional support teams and implementation of IT service management best practices.


Kapsch TrafficCom Headquarters