Service Delivery & Relationship Manager

The Service Delivery and Relationship Manager will be responsible for the day-to-day business delivery output of the CSIT organization to multiple business unit customers ensuring customer satisfaction in relation to all operational activities performed for the associated business unit. The SDRM will build and maintain a successful relationship with the business unit customers and will manage overall customer satisfaction by ensuring exemplary service delivery. The SDRM will manager the customer relationship by providing representation through end-to-end ownership of the customer related activities. The SDRM will be the first point of contact for all customer facing service requirements.  The Service Delivery and Relationship Manager will be responsible for maintaining a strategic proactive relationship through all phases of the customer life cycle, including project delivery, recurring operations and support. The SDRM will also have a focused emphasis as a technical liaison with other business units delivery services and support.

The Service Delivery and Relationship Manager is responsible for leading the relationship between the business, technical teams and key stakeholders.  This role is responsible for project managing and controlling a successful portfolio of projects including the management of delegated budgets and committed financial expenditure to projects and service development initiatives.  The SDRM is responsible for working with lead BU representatives to establish project scopes and benefits and to ensure the effective management and delivery of all aspects of those projects. The manager will provide expert advice on interpretation of governance and compliance policy within the context of the project vision and how it should be implemented to align with the organizations overall vision and strategic aims and principles.

Qualifications

•        At least 7 years of demonstrable experience in a Service Delivery role with a track record of successfully managing large corporate clients by delivering to agreed requirements

•        At least 5 years of project management and team management experience with a proven track record of managing and coordinating several projects simultaneously

•        3 - 5 years technical experience in a customer centric company

•        Bachelors degree in business administration, engineering, information systems or related field preferred or equivalent combination of education and experience

7+ years of support services, project, or program experience

•        Broad understanding of business applications in a global organization. (experience with Oracle applications a plus).

•        Demonstrated ability to manage cost, schedule, and performance of IT projects

•        Ability to effectively work with the technical teams responsible for Oracle EBS systems as well as the management layer responsible for implementing these types of enterprise applications

•        Ability to deal with numerous projects which are in evolving stages

•        Strong end user focus with the ability to see the project/service through the eyes of the user

Good analytical skills to ensure performance is being met and search for ways to improve efficiency and quality of support

•        Ability to initiate, build and manage strong customer relationships

•        Experience working within the technology industry

Desired Certifications

ITIL Foundations

PMI Certification

Job IT

Primary Location United States of America-NJ-Parsippany

Employee Status Regular

Business Unit Wyndham Worldwide Corporate Services

Please refer to job code 466211 when responding to this ad.

Category:	Transportation
	> Driver
Location:	Parsippany, NJ
County:	Morris County
ZIP Code:	07054
Pay Rate:	Open
Job Terms:	full time
Company:	Wyndham Worldwide Corporation
Phone:	email only please
Fax:	email only please