Senior Delivery Manager

Acuative is a global IT solutions provider committed to delivering top-tier managed services, managed solutions, and network infrastructure support. With a client-first mindset and a relentless drive for excellence, we empower organizations to scale securely and efficiently. Our success is powered by our people—we invest in our employees through continuous on-the-job training, mentorship, and assisted learning that helps to grow our teams.

At Acuative, you’ll find a collaborative environment built on professionalism, innovation, and the shared pursuit of achieving high results. Join us and help shape the future of IT.

• Daily interface with customer with respect to network monitoring and management and resolution of issues as well as the first point of escalation.
• Removing all obstacles to customer satisfaction.
• Monitor, evaluate and escalate if the service is not meeting customer’s expectations, including overall performance of services and Service Level Agreement (SLA) achievement.
• Assisting in the escalation of incidents and coordination of personnel in incident isolation, mitigation, and resolution efforts.
• Internal review of daily and monthly service reports to ensure accuracy of information, identify potential issues and propose resolutions thereof. Distribute and review daily service reports with SEC and manage potential issues.
• Working with the customer and managed services teams to identify service improvement activities and ensure actions are followed through to timely completion.
• Continuously improve and develop systems to proactively monitor the infrastructure we manage.
• Oversee all aspects of Incident resolution for Incidents escalated.
• Ensure timely and appropriate internal and external communication occur throughout the incident.
• Serve as an escalation point for third party Incidents.
• Lead reviews of incidents to identify deficiencies and foster continual improvement in operations.
• Develop and implement opportunities for automation to gain efficiency.
• Work with customers to remediate the highest priority gaps within the defined scope of work as per SOC contract.

• Minimum 10 years

Mid-Senior level

Contract

IT Services and IT Consulting

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