Intermediate Technical Service Delivery Manager, Infrastructure Linux

Intermediate Technical Service Delivery Manager (TSDM) For Managed Service Provider (MSP)

The Intermediate Technical Service Delivery Manager (TSDM) for Managed Service Provider (MSP) oversees the performance of the managed services provider for their assigned tower, ensuring the vendor meets the agreed-upon service level agreements (SLAs), as well as adhering to performance expectations. This role provides vendor oversight for the entire lifecycle of operations from user support, platform currency, monitoring, stability, and optimization. The Carnival TSDM is the first level escalation point for the vendor. This position collaborates with the MSP, other TSDM's and Carnival leadership to ensure excellent support is provided by the vendor while driving improvements. TSDM ensures that services are delivered consistently, reliably, and to the highest standards, thereby reinforcing trust and contributing to the organization's success.

Essential Functions :

• Service Delivery Management : Provide MSP oversight, ensuring that disruptions to service are resolved quickly and with minimal impact to users. Ensure problem trends are analyzed, and actions are taken by the MSP to document and eliminate the root cause. Proactively identify opportunities to optimize processes, implement new technologies, and enhance service delivery efficiency. Track and follow-up on continual service improvement items by the MSP. Participate in critical production issues to ensure appropriate and timely resolution and communication to vendor and Carnival leadership. Manage communications around internal escalations to buffer impacts. Respond to business inquiries and provide updates as needed. Provide 24x7 on-call support to the MSP as needed and act as the highest level of engineering escalation for issues encountered. Provide system support and troubleshooting expertise as needed. Lead technical and tactical teams when necessary. Oversees the design, implementation, and maintenance of technical systems and solutions by the MSP, ensuring alignment with organizational goals.
• Documentation : Ensure knowledge articles for assigned tower are accurate and available. Ensure root cause analysis reports are created in a timely manner and reviewed / approved by the appropriate leaders. Ensure CMDB data is accurate for the assigned tower. Document and provide weekly / monthly performance metrics to Tower leads.
• Vendor Relationship Management : Liaise with MSP, other TSDM's, other service providers (i.e. Dell, Microsoft, etc.) to ensure the timely delivery of services and resolution of technical issues. Monitor vendor performance, ensure SLAs are being met, and suggest improvements. Ensure the vendor is optimizing processes, implementing best practices, and leveraging technology to enhance efficiency via automation, and follows all Carnival operational and security procedures. Ensure MSP has the training and resources to be successful.
• MSP Billing : Review and approve MSP billing via RUs, etc. in a timely manner. Escalate issues and quick resolution to facilitate billing. Ensure Carnival data is accurate and transparent.
• MSP Resources : Review and approve the onboarding and offboarding for vendor resources as needed. Ensure appropriate access is granted for assigned tower. Escalate resource performance issues to the MSP.

Knowledge, Skills & Abilities :

Qualifications :

Travel : Less than 25%

Work Conditions : Work primarily in a climate-controlled environment with minimal safety / health hazard potential.

Physical Demands : Must be able to remain in a stationary position at a desk and / or computer for extended periods of time.

This position is classified as "remote." As a remote role, it allows employees to work full-time from their home. It may also require regular travel to Carnival headquarters in Miami, FL for in-office collaboration. Sourcing of candidates is primarily done in Carnival's remote hubs of Orlando, Tampa, Atlanta, Houston, and Dallas. If the search is extended past those areas, candidates must be located in one of the following U.S. states : FL, GA, TX and NC

Offers to selected candidates will be made on a fair and equitable basis, taking into account specific job-related skills and experience.

At Carnival, your total rewards package is much more than your base salary. All non-sales roles participate in an annual cash bonus program, while sales roles have an incentive plan. Director and above roles may also be eligible to participate in Carnival's discretionary equity incentive plan. Plus, Carnival provides comprehensive and innovative benefits to meet your needs, including :