Jacob Lentz Email & Phone Number

Cincinnati, Ohio, United States

The Senior IT Service Delivery Manager will be responsible for maintaining strongcustomer relationships and improving our services to maintain customersatisfaction. You will perform tasks that are technical, administrative,operational, strategic, and project/program oriented. You will manage people,processes, technology, projects, relationships, and budgets. You will insure theseamless delivery of valued services to our clientele at a level commiserate withstrategic partnership.This role requires strong leadership and teamworking skills along withoutstanding written and verbal communication skills.The Senior IT Service delivery manager oversees multiple teams with varyingdisciplines to achieve strategic goals that co-create value between our clientsand our business. This requires balancing and allocating attention and resourcesbased on priority, severity and impact in a real-time, often fast paced,environment.

Cincinnati, Ohio

Managing the overall service delivery with Nestle.Consulting on and supporting EBD projects.Final escalation point for the North American Region Service Desk.Maintain and oversee ACD queue assignments and skill-based routing.Resource planning to maximize productivity.Hire, coach, and provide training to personell.Develop objectives for the call center's day-to-day activities.Prepare and distribute reports for visibility.Ensure process is followed, and integrate CSI to improve desk performance.Attend production support meetings for Change and Release to forecast and plan for potential business disruptions.Serve as an on-call member of the GSC Incident Management team.

Develop and maintain multiple client relationships.Manage after-hours operation.Attend Change Advisory Board meetings and engage in changes affecting the Service Desk or customer-impacting service levels.

Greater Grand Rapids, Michigan Area

Build custom computers and procure hardware.Development of Point of Sale user interface.On-site installation and training of products.24 hour on-call technical support.Sale of hardware component upgrade packages and support contracts.Marketing of products to potential clients through hands-on presentation.