Scope and Responsibilities:
As the Service Delivery Manager, you will use your broad background of infrastructure and application monitoring experiences to identify consumer experience issues and backend system challenges across multiple service providers and networks. The OIC team performs day-to day operational activities in a dynamic global 24x7 environment. You will also provide support during product launches and releases, prepare reports for management, identify risks/solutions, and make recommendations for improvement. Important to the role is the ability to identify, evaluate, and execute preventive measures to minimize/avoid impact to the consumer experience. you will interpret events and engage appropriate colleagues, vendors, and leadership teams as part of our Critical Incident Management Standard Operating Procedures. As we evolve, you will have the opportunity to learn new software applications for monitoring network applications and performance capabilities.

Experience Required:
1、Bachelor’s Degree in Computer Science, Engineering, IT or a related field; MBA a plus. 2 additional years of experience in lieu of a degree.
2、3-7 years’ experience in infrastructure and application monitoring
3、Experience working in fast paced environments in a highly matrixed 24x7 global support model; awareness of international business, cultural norms, and values is a plus
4、Background as part of a team that delivers and supports application & infrastructure technologies to leading e-commerce solutions
5、Working understanding of Agile or other methodologies
6、Strong problem solving skills and demonstrated competency with mobile/web technologies
7、Capable of understanding a variety of infrastructure problems, including those that may not have standard resolution methods. Able to convey expertise during real time event mitigation meetings and conference calls.
8、Ability to be a forward thinker and recommend proactive measures to limit event frequency
9、Critical Incident and Crisis Management experience
10、Familiarity with most of the following: ServiceNow, Splunk, New Relic, Science Logic, Cisco, Juniper, Cloud computing, VMs, Windows, Linux and AWS
11、Delivering on tactical responsibilities while maintaining awareness of the big picture
12、Successful track record of building positive customer relationships; demonstrated skills including diplomacy, negotiation, and critical thinking
13、ITIL certification a plus

ServiceOne Beijing Limited（ 北京直信创邺数码科技有限公司，简称SOG ）于2001年在北京正式成立，陆续在45个城市设立了60家全资分支机构，拥有超过2000人的专业化服务管理团队，搭建起一个直控重点城市、辐射全国市场的完善的服务网络，可以支持多达1000多个城市的快速服务需求。公司于2002年通过了ISO9001质量体系认证，是目前国内最大的独立第三方IT服务提供商之一。为客户提供计算机及其外围设备的维修、维护、技术支持、系统集成、软件开发、常驻工程师等多形式、多元化的专业服务。公司内部全面运行自主研发的服务运作系统（Service Delivery System），可以实现电话中心支持、服务定单分配、服务执行监管、库存备件管理等，使整个服务过程处于实时受控状态，全面保障服务品质。
SOG是Dell、Apple、ASUS、NEC、Netgear、Lexmark等IT厂商的授权服务商。服务产品包括台式机、笔记本、服务器、打印机、媒体播放器、网络相关产品、移动通信设备等；在不断加强与各品牌厂商合作的同时， 也与汇丰银行、恒生银行、NIKE、葛兰素-史克必成、英格索兰、DSM(帝斯曼)、默沙东制药、Burberry、中宏保险、壳牌石油、英国电讯等众多知名企业形成服务伙伴关系，为企业客户提供包括计算机、移动通信设备及其外围设备的维修、维护及技术支持,服务器集群、网络设计、综合布线等系统集成服务..
SOG在巩固现有服务体系的同时，也不断与二三线城市的服务商建立站点合作伙伴关系，进一步扩大公司的服务网络，拓展多样化的服务产品，不断追求卓越服务品质，探索最佳的共赢服务模式。为信息产品厂商打造服务品牌，为各企业客户及终端用户提供优质、高效的服务，并致力于将SOG打造成为国内最优秀的IT服务商品牌。