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（ 北京直信創鄴數碼科技有限公司，簡稱SOG ）于2001年在北京正式成立，陸續在45個城市設立了60家全資分支機構，擁有超過2000人的專業化服務管理團隊，搭建起一個直控重點城市、輻射全國市場的完善的服務網絡，可以支持多達1000多個城市的快速服務需求。公司于2002年通過了ISO9001質量體系認證，是目前國內最大的獨立第三方IT服務提供商之一。為客戶提供計算機及其外圍設備的維修、維護、技術支持、系統集成、軟件開發、常駐工程師等多形式、多元化的專業服務。公司內部全面運行自主研發的服務運作系統（Service Delivery System），可以實現電話中心支持、服務定單分配、服務執行監管、庫存備件管理等，使整個服務過程處于實時受控狀態，全面保障服務品質。
SOG是Dell、Apple、ASUS、NEC、Netgear、Lexmark等IT廠商的授權服務商。服務產品包括臺式機、筆記本、服務器、打印機、媒體播放器、網絡相關產品、移動通信設備等；在不斷加強與各品牌廠商合作的同時， 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、殼牌石油、英國電訊等眾多知名企業形成服務伙伴關系，為企業客戶提供包括計算機、移動通信設備及其外圍設備的維修、維護及技術支持,服務器集群、網絡設計、綜合布線等系統集成服務..
SOG在鞏固現有服務體系的同時，也不斷與二三線城市的服務商建立站點合作伙伴關系，進一步擴大公司的服務網絡，拓展多樣化的服務產品，不斷追求卓越服務品質，探索最佳的共贏服務模式。為信息產品廠商打造服務品牌，為各企業客戶及終端用戶提供優質、高效的服務，并致力于將SOG打造成為國內最優秀的IT服務商品牌。