Service Delivery Manager

Role Purpose

The role of Sr. Manager of Service Delivery ensures the effective, metric-driven delivery of services focusing on quality, reliability, and client satisfaction. The Sr. Manager of Service Delivery provides technical leadership and direction for a growing professional services team, focused on delivering exceptional quality, service, reliability, and customer satisfaction. This role supports existing managed services offerings and contributes to the development of new products and services. The Sr. Manager of Service Delivery acts as a trusted business partner, working closely with both internal stakeholders and clients to understand their business, processes, and strategic goals.

Primary Responsibilities

Management Responsibilities:

• Lead and develop a team of service delivery professionals, ensuring efficient resource allocation, performance management, and skill development through coaching, mentoring, and clear goal setting and feedback.
• Build, track and manage performance KPIs, including ITiL aligned metrics (ex. ASA, Tickets opened / closed, MTTR, Cost per ticket, NPS)
• Responsible for tracking service delivery metrics, identifying trends, and reporting on key performance indicators (KPIs) to stakeholders.

Metrics-Driven Service Management

• Implement a robust framework for tracking service delivery metrics, with an emphasis on timely data collection and accuracy.
• Regularly report on KPIs and service trends, analyzing data to identify areas for improvement and holding team members accountable to established metrics.
• Maintain accountability for time tracking across all projects and team activities, ensuring efficient use of resources.

Vendor Management & Partnerships: 

• Oversee relationships with external vendors or providers including contract negotiation, performance monitoring, and ensuring adherence to service level agreements.

Service Delivery & Project Management:

• Ensure the effective management and timely completion of all projects within the defined scope and timeline.
• Lead initiatives aimed at enhancing product quality based on client feedback, system-reported issues, or evolving business needs.
• Assess and improve service delivery processes to enhance efficiency, quality, and client satisfaction. This may involve implementing new technologies, automating tasks, or refining existing workflows.

Business Development & Marketing Support:

• Collaborate with the Business Development Team to identify and support revenue-generating opportunities, contributing to new client sales proposals and upselling opportunities with existing clients.
• Stay current with industry trends and emerging technologies, exploring ways to integrate these advancements into client solutions.

Client Engagement & Management:

• Serve as a point of contact with clients, building strong relationships and ensuring satisfaction with the service delivery process by providing regular updates.
• Resolve client issues promptly, ensuring customer satisfaction and long-term partnership success.

Experience/Education

• Bachelor’s degree in computer science, Information Technology, Business Administration, or related field.
• 7 years of experience in customer support, with at least 3 years in a managerial role within a managed services or IT service management environment.
• Expert level of ITIL or other service management frameworks.
• Excellent communication, interpersonal, and problem-solving skills.
• Proven ability to lead and motivate a team in a fast-paced environment.
• Expert level knowledge of ticketing support systems and CRM tools.
• Expert knowledge of the Microsoft 365 product suite, including Email, SharePoint, Teams, One Drive, etc. (Certifications desired).
• Server administration and domain management experience (Active Directory, Group Policy, etc.).
• Experience with basic networking concepts and best practices for implementation and troubleshooting.
• Technical sales: 3 years (desired).
• PMP or Agile certification (desired).

Job Type: Full-time

Pay: $75,000.00 - $85,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible spending account
• Health insurance
• Paid time off
• Parental leave
• Retirement plan
• Vision insurance

Schedule:

• Day shift
• Monday to Friday
• Weekends as needed

Work Location: In person

Salary : $75,000 - $85,000