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（ 北京直信創(chuàng)鄴數(shù)碼科技有限公司，簡(jiǎn)稱SOG ）于2001年在北京正式成立，陸續(xù)在45個(gè)城市設(shè)立了60家全資分支機(jī)構(gòu)，擁有超過(guò)2000人的專業(yè)化服務(wù)管理團(tuán)隊(duì)，搭建起一個(gè)直控重點(diǎn)城市、輻射全國(guó)市場(chǎng)的完善的服務(wù)網(wǎng)絡(luò)，可以支持多達(dá)1000多個(gè)城市的快速服務(wù)需求。公司于2002年通過(guò)了ISO9001質(zhì)量體系認(rèn)證，是目前國(guó)內(nèi)最大的獨(dú)立第三方IT服務(wù)提供商之一。為客戶提供計(jì)算機(jī)及其外圍設(shè)備的維修、維護(hù)、技術(shù)支持、系統(tǒng)集成、軟件開發(fā)、常駐工程師等多形式、多元化的專業(yè)服務(wù)。公司內(nèi)部全面運(yùn)行自主研發(fā)的服務(wù)運(yùn)作系統(tǒng)（Service Delivery System），可以實(shí)現(xiàn)電話中心支持、服務(wù)定單分配、服務(wù)執(zhí)行監(jiān)管、庫(kù)存?zhèn)浼芾淼龋拐麄€(gè)服務(wù)過(guò)程處于實(shí)時(shí)受控狀態(tài)，全面保障服務(wù)品質(zhì)。
SOG是Dell、Apple、ASUS、NEC、Netgear、Lexmark等IT廠商的授權(quán)服務(wù)商。服務(wù)產(chǎn)品包括臺(tái)式機(jī)、筆記本、服務(wù)器、打印機(jī)、媒體播放器、網(wǎng)絡(luò)相關(guān)產(chǎn)品、移動(dòng)通信設(shè)備等；在不斷加強(qiáng)與各品牌廠商合作的同時(shí)， 也與匯豐銀行、恒生銀行、NIKE、葛蘭素-史克必成、英格索蘭、DSM(帝斯曼)、默沙東制藥、Burberry、中宏保險(xiǎn)、殼牌石油、英國(guó)電訊等眾多知名企業(yè)形成服務(wù)伙伴關(guān)系，為企業(yè)客戶提供包括計(jì)算機(jī)、移動(dòng)通信設(shè)備及其外圍設(shè)備的維修、維護(hù)及技術(shù)支持,服務(wù)器集群、網(wǎng)絡(luò)設(shè)計(jì)、綜合布線等系統(tǒng)集成服務(wù)..
SOG在鞏固現(xiàn)有服務(wù)體系的同時(shí)，也不斷與二三線城市的服務(wù)商建立站點(diǎn)合作伙伴關(guān)系，進(jìn)一步擴(kuò)大公司的服務(wù)網(wǎng)絡(luò)，拓展多樣化的服務(wù)產(chǎn)品，不斷追求卓越服務(wù)品質(zhì)，探索最佳的共贏服務(wù)模式。為信息產(chǎn)品廠商打造服務(wù)品牌，為各企業(yè)客戶及終端用戶提供優(yōu)質(zhì)、高效的服務(wù)，并致力于將SOG打造成為國(guó)內(nèi)最優(yōu)秀的IT服務(wù)商品牌。