Service Delivery Manager

IT Voice is a leading provider of Technology solutions, specializing in a wide range of services including Managed IT, Cloud, Security, Managed Network, and VoIP solutions. Our team is dedicated to delivering World Class Technology with Hometown Service, guided by our core values: Focus on others, own it, work smart, and do the right thing. We prioritize the needs of our clients, taking ownership of every task and approaching our work with efficiency and integrity.

Job Description:

The Service Delivery Manager is responsible for ensuring the successful delivery of projects. The Service Delivery Manager will be responsible for coordinating resources, managing timelines, and ensuring projects are completed within scope, on time, and within budget. This role requires strong leadership skills, excellent communication abilities, and a deep understanding of project management principles within the IT services industry.

Responsibilities:

• Project Management Oversight:
  • Lead and manage the project management team, ensuring effective coordination and execution of projects.
  • Develop and implement project management methodologies, standards, and best practices that dictate consistent orders of operation.
• Project Planning and Execution:
  • Oversee the planning, initiation, execution, monitoring, and closure of projects.
  • Ensure all projects are delivered on time, within scope, and within budget.
  • Develop project plans, including scope, objectives, timelines, and resource allocation.
  • Ensure that an order of operation is created, deployed and managed to ensure scalability of the PM process
• Resource Management:
  • Allocate resources effectively to ensure project success.
  • Monitor and manage project team performance, providing guidance and support as needed.
  • Identify and resolve resource conflicts and issues.
• Risk Management:
  • Identify potential project risks and develop mitigation strategies.
  • Monitor and manage project risks throughout the project lifecycle.
  • Ensure proactive risk management to minimize impact on project delivery.
• Stakeholder Communication:
  • Serve as the primary point of contact for project stakeholders.
  • Communicate project status, issues, and risks to stakeholders in a clear and timely manner.
  • Facilitate stakeholder meetings and ensure alignment on project goals and deliverables.
• Quality Assurance:
  • Implement quality assurance processes to ensure project deliverables meet the highest standards.
  • Conduct regular project reviews and audits to ensure compliance with project management standards.
  • Ensure continuous improvement of project management processes.
• Team Leadership and Development:
  • Mentor and develop the project management team, fostering a culture of collaboration and excellence.
  • Conduct performance reviews, set goals, and provide feedback and coaching.
  • Identify and implement training and development programs to enhance team skills and knowledge.
• Financial Management:
  • Develop and manage project budgets, ensuring cost control and financial accountability.
  • Monitor project expenditures and provide regular financial reports to senior management.
  • Ensure projects are delivered within budget and identify opportunities for cost savings.

Requirements/Qualifications:

• Education: Bachelor’s degree in Project Management, Business Administration, Information Technology, or a related field (Master’s degree or PMP certification preferred).

• Experience:
  • Minimum of 7 years of experience in IT support and infrastructure management.
  • Proven track record of successfully managing complex IT projects.
  • Experience in the managed services industry or a similar field is highly desirable.
• Technical Skills:
  • Proficiency in server and network administration, virtualization, and cloud technologies.
  • Strong knowledge of security best practices and compliance standards.
  • Experience with advanced troubleshooting tools and techniques.
  • Familiarity with ITIL or other IT service management frameworks.

• Soft Skills:
  • Excellent communication, negotiation, and stakeholder management abilities.
  • Deep understanding of project management methodologies and tools.
  • Proficient in project management software (e.g., Microsoft Project, Asana, Jira).
  • Strong problem-solving and decision-making skills.
  • Ability to manage multiple priorities and projects in a fast-paced environment.

Job Type: Full-time

Schedule: Primarily Monday to Friday 8am-5pm but available as business demands require it and as needed to achieve the objectives of the department and the company.

Work Location: Remote with required in person meetings at the home office.