Service Center Support Service Delivery Manager

2 months ago(11/4/2017 2:49 PM)
Job ID
Infrastructure Support
US-MD-Silver Spring


About DMI

DMI, the world’s first end-to-end mobility company, combines all the skills and services necessary to deliver mobile enterprise solutions. Built to reinvent business through mobility, DMI has expertise in mobile strategy, UX, web, and app development, omni-channel commerce, brand and marketing, big data management and analytics, and secure device and app management. The company’s unique, integrated approach to mobility has resulted in dramatic growth as well as an expanding client base, which includes hundreds of Fortune 1000 commercial clients and all fifteen U.S. Federal Departments. DMI is headquartered in Washington DC area, with satellite offices around the world. Additional information is available at and on LinkedIn, Twitter, Facebook, and Google+.


About the Opportunity

The Service Center Support Service Delivery Manager will be responsible for creating service results that meet or exceed contract deliverables. The candidate must have Service Desk, Knowledge Management, and BMC Remedy Experience or equivalent IT Service Management toolsets experience.


Duties and Responsibilities:

  • Directly responsible for creating service results that meet or exceed contract deliverables. Manager drives client satisfaction and team efficiency by ensuring all business and IT metrics are addressed appropriately.
  • Must have ability and be empowered to improve service delivery and participate in improving project offerings.
  • Identify, manage and mitigate risks to ensure successful delivery of managed services working closely with various customer and contractor groups.
  • Achieves customer service objectives by contributing customer service information and recommendations to strategic plans and reviews; identifying customer service trends; determining system improvements; implementing change.
  • Holds on-going meetings with technical teams, refines processes and monitors and manages key performance metrics.
  • Proactively deal with escalated incidents, including tier 2 & tier 3 incidents.
  • Improve customer service quality results by studying, evaluating, and re-designing processes, establishing and communicating service metrics, monitoring and analyzing results, and implementing changes.
  • Responsible for ensuring services provided meet or exceeds the established standards of quality including reliability, usability and performance.
  • Must have Service Desk, Knowledge Management, and BMC Remedy Experience or equivalent IT Service Management toolsets experience.


Education and Years of Experience:

  • Bachelor's degree in Computer Science or Information Science
  • Resume must show experience using BMC Remedy Experience or equivalent toolsets
  • Three years' experience leading complex Service Delivery projects
  • 4 years of experience in IT Service Delivery management year.
  • 4 years of technical support experience and 3 years of Quality Assurance experience.
  • Must have or can obtain HDI Support Center Manager (HDI-SCM) certification within 1 year of contract award.

Required Skills/Certifications:

  • HDI Support Center Manager (HDI-SCM) certification
  • HDI Service Management Essentials
  • ITIL V3 Foundation 

Physical Requirement(s): No Physical Requirement


Location: Silver Spring, MD 


Working at DMI

DMI is a diverse, prosperous and rewarding place to work. We provide our employees with competitive benefits, educational assistance, and career growth opportunities. Every employee is valued for their talents and contributions. We all take pride in helping our customers achieve their goals, which in turn contributes to the overall success of the company.

The company does and will take affirmative action to employ and advance in employment individuals with disabilities and protected veterans, and to treat qualified individuals without discrimination on the basis of their physical or mental disability or veteran status. DMI is an Equal Opportunity Employer Minority/Female/Veterans/Disability.

***************** No Agencies Please *****************

Applicants selected may be subject to a government security investigation and must meet eligibility requirements for access to classified information. US citizenship may be required for some positions.




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