Managed Services - Service Delivery Manager

Posted Date 2 weeks ago(3/2/2018 10:13 AM)
# of Openings
Work Site - City
Consulting Technical Services - Managed Services
Work Site - State
Security Clearance Level
None Required
Maximum Expected Travel
Regular Full-Time
Remote/Telecommute Available?
Yes - Open to Remote Applicants

Job Overview & Responsibilities

The Service Delivery Manager will oversee the support delivery of Managed Services engagements to Mythics' customers. The SDM executes policies designed to ensure consistently high service performance, acts as primary point of contact to Managed Services customers, monitors MMS staff and evaluates customer feedback to develop quality improvement processes.  The SDM will also deliver ad-hoc, monthly and quarterly performance reporting.


The candidate for this position must be open to working business hours, after-hours and alternate weekends as needed. Willing to work on-call and alternate holiday schedules with the team.  Must be a team player and willing to work in a 24x7 environment.  Work location is remote. 


Primary Responsibilities

  • Managing and responsible for multiple managed services engagements
  • Responsible for day-to-day tracking of Service Desk Ticks and Oracle Support Tickets
  • Anticipating issues and acting proactively to address potential issues
  • Serve as main point of contact for all managed services customers
  • Serve as first level of communication for inbound incidents
  • Incident Management
    • Assignments
    • Follow-ups
  • Assigns appropriate technical support staff
  • Ensure service level agreements/objectives are met
  • Prepare and deliver ad-hoc, monthly and/or quarterly reports to customers (as it applies)
    • Availability Management Report
    • System Performance Report
    • System Utilization Report
    • Capacity Report
    • Trending Report
    • Recommendations
  • Communicate SLA’s/SLO’s with customer
  • Monitors MMS staff activities
  • Participates in IPR’s


  • Bachelor's degree and/or equivalent work experience
  • 5+ years of experience managing managed services engagements
  • 5+ years of experience of solid knowledge of project management methodologies and critical path analysis
  • Experience with managing multiple projects simultaneously
  • Must be able to work under pressure
  • Ability to effectively work from home
  • Work in a 24x7 environment
  • Ability to multi-task

Company Overview

Why work at Mythics?

Because at Mythics, YOU count!  
At Mythics, we have an environment that fosters creative thinking, respects your contributions, and accepts nothing less than excellence in serving our customers.  We demonstrate these core principles daily through our corporate Values of Respect – Empathy – Excellence – Fun (REEF). Our REEF values are the foundation of everything we do.

  • Comprehensive Health, Dental, and Vision plans available for you and your family
  • Premier 401k retirement plan with corporate matching and a 529 college saving plan
  • Tax-advantaged Health Savings Accounts and Flexible Spending Account options
  • Generous PTO bank and paid holidays
  • Fitness/gym membership reimbursement and other wellness activities
  • Tuition reimbursement for continuing education
  • Engaging company events such as quarterly awards, annual kick off parties, and FUN Friday’s (early release once a month)
  • Free gourmet coffee, tea, fresh fruits and healthy snacking alternatives
  • Community Service activities and charitable giving programs
  • Our GREEN approach – tracking energy consumption for reduction and purchasing only environmentally friendly products for our offices

Founded in 2000, Mythics is an award-winning Oracle systems integrator, consulting firm, managed services provider and elite Oracle platinum resale partner. Our business model is all about deep knowledge of Oracle technologies and business processes. We offer procurement and Oracle systems integration expertise across the full range of Oracle cloud, software, support, hardware, engineered systems, and appliances.  It’s a focus that gives us the critical business experience and the Oracle technology advantage you need to succeed.


Mythics, Inc. is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, physical or mental disability, sexual orientation, gender identity, age, marital status, medical condition, veteran status, or any other factor determined to be unlawful by federal, state, or local statutes. Mythics, Inc. will treat all employees equally with respect to compensation; opportunities for advancement, including upgrading, promotion and transfer, and all other terms and conditions of employment. This company is a VEVRAA Federal Contractor, and has designed and agreed to implement an Affirmative Action Program in accordance with Executive Order 11246 and VEVRAA Final Rule.  Mythics, Inc. is able to provide alternative methods of application for those who are unable to complete an online form.  Please contact to arrange reasonable accommodations.  To read more about your rights, please visit the Department of Labor Disability Rights Fact Sheet here. For more information about Federal laws prohibiting job discrimination, please view the “EEO is the Law” Poster here.


Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.
Share on your newsfeed

Connect With Us!

Don't see any positions that match your skillset? Not ready to apply? You can still Connect with us for future consideration!