Service Delivery Manager

Oceaneering is a global provider of engineered services and products, primarily to the offshore energy industry. We develop products and services for use throughout the lifecycle of an offshore oilfield, from drilling to decommissioning. We operate the world’s premier fleet of work class ROVs. Additionally, we are a leader in offshore oilfield maintenance services, umbilicals, subsea hardware, and tooling. We also use applied technology expertise to serve the defense, entertainment, material handling, aerospace, science, and renewable energy industries.

The Service Delivery Manager is responsible for ensuring seamless delivery of GFNS and North Sea Offshore Critical Telecoms services to clients. This role will be involved in a variety of tasks related to BAU service delivery and client project delivery requiring interaction with IT Operations, IT Engineers, Service Delivery Managers and FNS Project Managers.

Functions

ESSENTIAL

• Ensure that all client KPI’s and service levels are met.
• Ensure prompt identification and resolution of client issues or requests.
• Resolve escalated issues in accordance with the Governance Model.
• Ensure operational compliance with the Customer Project Agreement and ensure that the Oceaneering fulfils its obligations under the Agreement, including all obligations relating to Deliverables.
• Ensure client services are adequately resourced with relevant skills and capabilities.
• Develop strong working relationship with clients.
• Prepare client reports and documentation as relevant and per client preference.
• Attend regular meetings with client.
• Manage and coordinate Oceaneering’s participation in the ‘end-to-end’ Service Management and integration activities as required by the Customer.
• Manage and respond to North Sea Offshore Critical Telecoms related requests.
• Ensure Third-Party vendors / procurement items are properly managed.
• Lead engagement with Third Party Suppliers.
• Working in conjunction with Project Managers lead project handovers into operational support when client projects are nearing completion.
• Visits to client sites for face-to-face meetings may be required.
• Up to 10% travel may be required.

NON-ESSENTIAL

Contribution to client project delivery

• Preparation of client service billings
• Cost tracking against client’s available budget
• Procurement of goods and services from suppliers

Safety

Ensure that the Safety policies and procedures are understood and adhered to so far as is reasonably practicable in order to ensure a safe working environment.

Other

Carry out work in accordance with the Company Health, Safety, Environmental and Quality Systems.

Perform the assigned tasks with due diligence regarding the Integrated Management Systems on the Company.

Eliminate waste of whatever form, to suggest the use of more environmentally friendly substances and practices and contribute to the continuous improvement of the environment.

Supervisory Responsibilities#

• This position has NO direct supervisory responsibilities.

Reporting Relationship

• Reports to the Programme Manager
• Peers include Service Delivery Managers, Project Managers and Clients

REQUIRED

• IT Service Management certificate e.g., ITIL
• Proficient in the use of MS Office applications
• Previous experience working as a Service Delivery Manager, Project Manager, or IT Operations Leader
• Practical experience or solid understanding of WAN, LAN and IT desktop technologies
• Knowledge of IT monitoring and management tools e.g., SolarWinds

DESIRED

• Entry level Project Management certificate e.g., APM PFQ
• Knowledge of project management processes, techniques, and tools
• Knowledge of offshore communication services e.g., Fibre, LoS
• Prior work experience within oil and gas organizations
• Prior work experience in external client facing role

We offer a competitive salary, a comprehensive benefits package and the opportunity to advance in an international company.