Delivery Lead - QAD

Southington, CT 06489

Job Category: Information Technology Job Number: 145893

Job Description

Job Title:             Delivery Lead - QAD

Location:             Southington, Connecticut, US - 06489

Job Type:             Full-Time

Duration:             Full-Time

About Our Client: Our Client is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialized skills across more than 40 industries and all business functions – underpinned by the world’s largest delivery network – Our Client works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. With approximately 425,000 people serving clients in more than 120 countries, Our Client drives innovation to improve the way the world works and lives

Job Description:

  • 15+ years relevant experience working as a Service Delivery Manager in IT industry
  • Must have good understanding of the ITIL processes (Incident / request handling, approval process, Change and Problem Management, Governance & Reporting)
  • Service Management or Support in a large-scale and diverse environment of incident management, escalation procedures and related disciplines
  • Excellent leadership and people management skills
  • Excellent written and verbal communication skills
  • Excellent customer facing/customer service skills
  • Able to demonstrate a high degree of flexibility including shift and out of hours working

Technical Skills:

  • Strong understanding or hands-on experience in any Tier 2 ERPs – INFOR XPPS, QAD, Ariba, BAAN AS400
  • Must have handled/managed production support of such ERP systems serving multiple regions with geographically dispersed teams

Roles & Responsibilities:

  • Take complete control/ownership for Incident, Request, Change and Escalation processes,
  • Ensure high levels of performance in the above processes, accurate reporting and establishing service improvement activities when required
  • As owner of the  escalation process, the Service Delivery Manager will take ownership of major incidents to ensuring coordination of resolving parties, effective communication to stakeholders and post incident review
  • Monitor, control and support service delivery; ensuring systems, methodologies and procedures are in place and followed
  • Champion Service and Support in projects and developing a strong understanding of projects impacting the service area and ensuring service impact is minimized and agreed
  • Be accountable for the quality of Service and performance; ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systems
  • Drive internal and client review meetings covering performance, service improvements, quality and processes

About ASK: ASK Staffing is an award-winning technology and professional services recruiting firm servicing Fortune 500 organizations nationally. With 5 nationwide offices, two global delivery centers, and employees in 42 states-ASK Staffing connects people with amazing opportunities    

Reach Out To A Recruiter

Recruiter:             Jeff Kasula


Phone:                  415-200-4127

Meet Your Recruiter

Jeff Kasula
Sr. Resource Specialist

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