NOC/SOC - IT Service Delivery Manager

Innova Solutions is immediately hiring for NOC/SOC - IT Service Delivery Manager

Position type: Permanent
Duration: Full-Time employee with Innova Solutions.
Location: Duluth, Georgia

As a NOC/SOC - IT Service Delivery Manager, you will:

• A mix of hands-on responsibilities in the NOC and SOC operations, and coordination of people
• Design and implement the organization, processes and technology platforms required to deliver best-in-class Networking operations and cyber security services to our customers,
• Safeguard the contractual agreements for which you need to align with various stakeholders internally and externally,
• Manage the demand and the delivery capacity,
• negotiate demand and priorities with stakeholders
• Oversee process to ensure the Service Level Agreements (SLAs) and supporting Operating Level Agreements (OLAs) are published and met by support teams.
• Foster continuous service delivery optimization and improvement.
• Develop performance measures and consistently report metrics to IT Services Leadership team.
• perform security procedures and recommend policies to ensure compliance with regulatory and legal policies.
• Manage departmental budgets and team forecast appropriately.
• Monitor customer satisfaction, review performances and propose possible improvements,
• Develop self-auditing and compliance capabilities around ITSM procedures.
• Develop and implement a strategy and roadmap for organizational excellence in the application of ITSM services, procedures and tools.
• Delegate and oversee tasks handed to L2 & L3 systems engineers.
• Recommend, schedule, and perform software improvements, upgrades, and/or purchases for the system infrastructure to maintain service levels.
• Define and implement a strategy to drive adoption of service management and operational best practices relevant to on-premise and cloud computing services.
• Promote and champion the benefits of Incident, Problem, Change, Request, Knowledge Management, CMDB and other IT Service Management processes.
• Oversee process to ensure the Service Level Agreements (SLAs) and supporting Operating Level Agreements (OLAs) are published and met by support teams.
• Develop performance measures and consistently report metrics to IT Services Leadership team.
• Provide tactical and strategic recommendations based on ITSM key performance measures.
• May be responsible for on-call duties and response to emergencies on-site as needed.
• Create an environment that supports customer self-service and automation of routine service requests.
• Foster continuous service delivery optimization and improvement.
• Identify resources and sourcing of service management operations support.
• Develop self-auditing and compliance capabilities around ITSM procedures.
• Develop and implement a strategy and roadmap for organizational excellence in the application of ITSM services, procedures and tools.
• Will perform security procedures and recommend policies to ensure compliance with regulatory and legal policies.
• This role is knowledgeable, at a senior level, in a multi-platform-operating environment. The person will also, from time to time, analyze and resolve end-user software programs, hardware, and connectivity issues in a timely and accurate fashion and provide end-user training where required.
• Delegate and oversee tasks handed to L2 & L3 systems engineers.
• Conduct research on emerging products, services, protocols, and standards in support of systems software procurement and development efforts in conjunction with the leadership team to ensure continuity of services.
• Manage and/or provide guidance to outsourced vendors, junior members of the team, or other third-party contractors involved with the management or provisioning of network resources.
• Monitor, test performance, and provide statistics and reports to proactively identify potential problems and bottlenecks.

The ideal candidate will have:

• Graduate or equivalent IT or related subject; Hold relevant ITIL qualifications
• Demonstrated success over 10+ years in leading, building and managing a busy, well-structured service delivery function across multiple locations
• Minimum 5 years' experience of having delivered ITIL-based IT services in a professional/enterprise environment.
• Certified in ITIL and/or CoBIT
• Minimum 5 years of experience as Service Delivery Manager for a mature NOC and/or SOC
• Strong resource management skills and an affinity with performance and financial reports.
• Knowledge about cyber security concepts like SIEM, EDR, XDR
• An excellent spoken and written English with the ability to target communication appropriate to varied levels of seniority
• Strong analytical problem solving skills with the ability to methodically and logically draw conclusions
• Able to plan and execute effective strategies that have led to measurable business growth
• Able to negotiate demand and priorities with stakeholders
• Experience of devising and managing delivery of a program of training activities to ensure continuous learning improvement
• Past hands-on experience in delivering products and services, including proactive vendor management and negotiation
• Demonstration of having identified and delivered innovation which delivered tangible business benefits
• Demonstration of extensive knowledge of current issues and trends in IT services, including security, data protection, etc.
• Superior knowledge of Cybersecurity best practices based on each business vertical and compliance requirement.
• Experience with Patch Management Solutions
• Experience with a variety of endpoint protection systems/software sets.
• Advanced knowledge & experience with PowerShell scripting.
• Experience with a variety of collaboration tools (Teams, Zoom, GTM, etc

Excellent working knowledge of IT systems such as:

• popular RMM's used by MSP's such as ConnectWise Automate
• Cloud platforms such as Azure, AWS and Oracle Cloud
• Microsoft's Windows Server platform.
• Unix operating system platforms (RHEL, Cent, SuSE, Oracle, etc.)
• Mobile Device Management, Intune and or Microsoft SCCM.
• networking technologies (setup/manage/troubleshoot LAN/WAN/WLAN environments and associated switching, routing, and security hardware)
• remote working technologies - e.g. Citrix and dual-factor authentication
• Secrets manager - e.g. Sentry
• Incident tracking systems - ServiceNow and similar
• video and audio conferencing capabilities
• MS365, Azure, and on-prem hybrid environments
• virtualization technology such as VMware and HyperV.
• Active Directory and or Azure AD services
• backup and disaster recovery platforms with a specific focus on Veeam

Qualified candidates should APPLY NOW for immediate consideration! Please hit APPLY to provide the required information, and we will be back in touch as soon as possible.

Thank you!
Karthik Saraswathi
Senior Manager

PAY RANGE AND BENEFITS:

Pay Range*: $ 125,000 - 130,000 Per Year

*Pay range offered to a successful candidate will be based on several factors, including the candidate's education, work experience, work location, specific job duties, certifications, etc.

Benefits: Innova Solutions offers benefits( based on eligibility) that include the following: Medical & pharmacy coverage, Dental/vision insurance, 401(k), Health saving account (HSA) and Flexible spending account (FSA), Life Insurance, Pet Insurance, Short term and Long term Disability, Accident & Critical illness coverage, Pre-paid legal & ID theft protection, Sick time, and other types of paid leaves (as required by law), Employee Assistance Program (EAP).

ABOUT INNOVA SOLUTIONS: Founded in 1998 and headquartered in Atlanta, Georgia, Innova Solutions employs approximately 50,000 professionals worldwide and reports an annual revenue approaching $3 Billion. Through our global delivery centers across North America, Asia, and Europe, we deliver strategic technology and business transformation solutions to our clients, enabling them to operate as leaders within their fields.

Recent Recognitions :

• One of Largest IT Consulting Staffing firms in the USA - Recognized as #4 by Staffing Industry Analysts (SIA 2022)
• ClearlyRated® Client Diamond Award Winner (2020)
• One of the Largest Certified MBE Companies in the NMSDC Network (2022)
• Advanced Tier Services partner with AWS and Gold with MS

Website : https://www.innovasolutions.com/

Innova Solutions is an Equal Opportunity Employer and prohibits any kind of unlawful discrimination and harassment. Innova Solutions is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment on the basis of race, color, religion or belief, national origin, citizenship, social or ethnic origin, sex, age, physical or mental disability, veteran status, marital status, domestic partner status, sexual orientation, or any other status protected by the statutes, rules, and regulations in the locations where it operates. If you are an individual with a disability and need a reasonable accommodation to assist with your job search or application for employment, please contact us at hr@innovasolutions.com or (770) 493-5588. Please indicate the specifics of the assistance needed. Innova Solutions encourages all interested and qualified candidates to apply for employment opportunities. Innova Solutions (HireGenics/Volt) does not discriminate against applicants based on citizenship status, immigration status, or national origin, in accordance with 8 U.S.C. § 1324b.
The company will consider for employment qualified applicants with arrest and conviction records in a manner that complies with the San Francisco Fair Chance Ordinance, the Los Angeles Fair Chance Initiative for Hiring Ordinance, and other applicable laws.