Service Delivery Manager

Job Details

Description

Grow your career. Drive innovation.

At Bell Techlogix, employees are key to our growing success. We are always looking for driven, smart, and dedicated professionals to add to our award-winning team. We strive to create an inclusive and collaborative workplace where our employees feel valued and have opportunities for career growth. Bell Techlogix offers various training and development programs to help you advance in your career within our company.

Bell Techlogix is a Certified Great Place to Work and is recognized as a Diversity Employer.

Summary: The Service Delivery Manager (SDM) role is to enhance customer satisfaction by ensuring effective service delivery across the various support towers where we provide service and to act as an advocate for the account(s) assigned. This includes responsibility for ensuring that our services are delivered efficiently, effectively, and in alignment with the client expectations and business objectives, as well as accountability for the Client Relationship, Client Feedback and Satisfaction. The SDM serves as an escalation point for issues related to current services and is accountable for improvement opportunities, cost savings initiatives, and account profitability.

Essential Functions

• Supports the leadership team in the management of tower service performance
• Builds effective senior level relationships across their clients
• Drives governance process/structure that has been agreed to between Bell Techlogix and the client
• Leads all client weekly, monthly and quarterly review sessions
• Keeps track of commitments and ensures department performance against committed activities
• Ensures continuous process improvements to support improved performance levels
• Supports and engages with leadership to provide account status
• Responsible for account profitability management as related to the department operations
• Serves as the primary account contact for the various department operations & client needs.
• Collaborates with account teams to ensure customer satisfaction and service level attainment, while meeting financial goals
• Participates in capacity/demand planning
• Collaborates with other groups in handling and responding to client issues, account problem analysis, and making requested service improvements
• Collaborates with training and quality to trend top issues by client and create knowledge improvement checks to improve service
• Accountable for business continuity of account & account SLA attainment
• Accountable for driving the productivity of delivery team of the service desk (incident mitigation, first contact resolution, service desk resolution, AHT, etc.) Supports other tower functions in same way as needed
• With the account team, is accountable for account margin target attainment across multiple departments
• Works with leadership to ensure appropriate staffing needs for new work or reduced work on the account as needed
• Partners with Service Delivery organization and delivery teams as well as Senior Leadership to develop plans and strategies to ensure continued success of given account(s)
• Responsible for driving productivity and efficiency measures through tower leadership
• Works cross-functionally with the client teams on demand planning
• Responsible for identifying opportunities within the client organization including process improvement and additional service lines
  
  

Required Education, Knowledge, And Experience

• Bachelor’s Degree in business, computer information systems (CIS), or other related discipline; or some college with 3-4 years of IT infrastructure experience and 3-5 years in an account management role
• 2 years managing the service delivery and financials of mid-size or large complex accounts
• Excellent command of Microsoft Office Suite: Word, Excel, PowerPoint, Outlook, Project, and various internet browsers.
• Previous account management experience while working across a matrixed organization
  
  

Preferred Education, Knowledge, And Experience

• Experience working within an ITO service desk.
• Advanced/Expert ITIL certifications achieved
• Experience working with ServiceNow
  
  

Required Skills And Abilities

• Ability to work independently.
• Flexible/adaptable approach to work.
• Strong written and verbal communication skills.
• Excellent customer service, problem solving and conflict resolution skills.
• Proven team player with outstanding interpersonal and communication (written and oral) skills.
• Exceptional analytical and process development skills.
• Ability to motivate others to perform above normal expectations.
• Ability to manage multiple issues at one time with exceptional follow through.
  
  

Physical, Mental Requirements And Work Environment

• Must be able to read computer screens and printed documents.
• Must be able to work at a computer for long periods of time.
• Must be able to enter data into a computer efficiently and correctly.
• Good hearing ability to participate in meetings, video calls, and phone calls, often in a team setting.
• Must be able to travel to Bell Techlogix and client sites; 30 - 50% at peak.
  
  

Conditions Of Employment

• Must pass post-offer, pre-employment background check and pre-employment drug test.
• This job description in no way states or implies that these are the only tasks to be performed by the incumbent occupying this job. The incumbent will be required to follow any other instructions issued by authorized personnel and to perform any other job-related duties as required.
• The requirements for this job are subject to change at any time based on company needs.
• Requirements are representative of minimum levels of knowledge, skills, and/or abilities. To perform this job successfully, the incumbent will possess the abilities and aptitudes to perform each task proficiently.
• Ability means not only to possess but also to demonstrate successful application of the required knowledge and skills.
• This job description describes the minimum selection requirements to qualify for the job. However, promotion and other employment decisions are also based on the company needs, incumbent being in good standing, fully competent performance, and other legitimate, job-related considerations.
• This job description does not create a contract of employment, implied or otherwise. The employment relationship is “at will”.
• Bell Techlogix is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, national origin, citizenship status, religion, sex, age, disability, marital status, protected veteran status, sexual orientation, gender identity and expression, genetic information or any other characteristic protected by law.