Systems Integration Manager

1. Provide a consistent and repeatable Service experience to Company by leveraging best practices in the areas of Datacenter Service and Knowledge Management.
2. Focus on maximizing Company productivity by solving the issue within a commercially reasonable timeframe.
3. Leverage each interaction with the Company as an opportunity to demonstrate the business value and benefits of the Company technology they are referencing.
4. Proactively analyze metrics and identify trends for continuous improvement recommendations to improve Company services, improve Company satisfaction and minimize issues.

Delivering Service in accordance the Service Level Agreements (SLA)

Service Delivery Manager or System Integration Manager has responsibility to manage the Datacenter Services and Personnel. The Service Delivery Manager will Matrix into PMO and participates in meetings with the Client Project Manager and Client Workflow Managers.

The Service Delivery Manager will use the ITSM Systems queues to manage and monitor the Ticket requests for Datacenter Services. The Service Delivery Manager will provide the Client with monthly metric reporting of Ticket requests volume, total high Priority Tickets and summary of Tickets by stage in workflow.

Key areas of continuous improvement focus will cover;

1. Reducing Ticket request volume by pro-actively identifying and eliminating recurring Problems that affect a large population
2. Control delivery cost while maintaining quality of Datacenter Service in alignment with ITIL best practices.
3. Collaborate with other service providers retained by Client in order to provide a seamless delivery to the Client. This may include following technical instructions provided by another service provider.
4. Knowledge Management metrics and SLAs will be established to manage the Provider's adherence to the Knowledge Centered Support Methodology KCSM process. This will apply for the full scope of Datacenter Services and will include using the Knowledgebase, flagging content for update, fixing knowledge where required and adding new content. For Provider provided support, Provider will be responsible to keep the knowledge content up to date; accept Company feedback; and review and address feedback in accordance with Company standard operating procedures.

1. Establish regular communications among all levels of management within the Company and Client, to facilitate a strategic relationship that effectively manages and controls the Services.

Monitor and provide alignment regarding;

- Company strategies and Datacenter Service requirements Provider performance.

- Monitor and provide a framework for interaction between Delivery Team (s) and Client regarding Datacenter Services provided and services that are retained by Client.

- Proactively identify, assess, and mitigate risks to comply with defined Company policy and procedures.

- Govern the Parties' compliance to this SOW.

- Recommend Changes to this SOW and Appendices.

- Oversee the development, implementation, and management of the Datacenter Services.

5 to 10 years experience in large scale, multi location, Data Center opperation

University & Industry Education Credentials