Service Delivery Specialist

Title Service Delivery Specialist Job # 14997BR Job Function Information Technology City Annapolis State Maryland Country United States FT/PT Full Time Qty 1 Job Description ARINC Managed Services (AMS) is the global IT support and service subsidiary of ARINC Incorporated. AMS provides innovative IT managed services that are customer-focused and competitively priced. AMS services improve equipment reliability, decrease cost by minimizing downtime, and enhance overall operations. Headquartered in Annapolis, Maryland, AMS has over 200 personnel with regional offices in North America, Europe and the Asia Pacific region. Services provided include IT solutions and support, including equipment and system maintenance and a 24x7 global Service Desk. AMS has a proven track record of success in a variety of mission critical work environments.

AMS is currently seeking a Service Delivery Specialist for our Annapolis, MD location. The Service Delivery Specialist is expected to effectively support of the organizations service delivery components and technologies from quotation to service completion. This individual will assist Business Development activities globally by providing both solution development and technical sales support. As part of this role, the Specialist will work daily to support the continual operational activities of our Maintenance Services and Service Desk units. The Specialist will work closely with suppliers, partners and internal teams to ensure continuous service improvement of the Service Delivery and best practice is followed.

Responsibilities:

- Provide solution development for IT maintenance and support services proposals.
- Research and recommend best of breed tools for providing IT support with regards to Service Delivery components.
- To propose improvements in service delivery based on stakeholders feedback
- Attend sales calls with business development executives to provide technical expertise.
- Develop teaming arrangements with vendors to complete any geographical or capability gaps.
- Meet with potential customers, assist in preparation of technical and management proposals and contribute negotiations.
- Plan and execute all aspects of contracted maintenance service programs.
- Provide support to field operation teams and drive technical excellence.
- Work with customer to anticipate needs of program/contract.
- Identify, manage and assist in mitigation of technical program risks.
- Continue to support and foster AMS culture training globally. Ensure alignment with overall organizational goals and objectives. Qualifications Five to Ten years of experience in IT field focusing on IT maintenance operations and/or service desk support.
- Exceptional communication and relationship management skills including a demonstrated ability to work with other employees at all levels throughout the organization and multi-site environment.
- Analytical thinker that can get to the heart of problems and issues and find appropriate solutions.
- Experience participating in decision process and recommending options/actions to decision makers at any level.
- Bachelor's degree (MBA preferred) in technical field; or an equivalent combination of experience, education and training which provides the desired knowledge, skills and abilities.
- Familiarity with ITIL, ITSM, ISO 9001 or ISO 20000 practices Amount of Travel Required for Position 25-50