What are the responsibilities and job description for the Service Delivery Manager position at Stronghold Data, LLC?

Job Description

The Service Delivery Manager on the Proactive team is accountable to lead the team of Systems Administrators to reach proactive goals, ensuring these internal and client-facing goals are met, while driving efficiency and a culture of continuous improvement. This position is pivotal in realizing forward progress across Stronghold Data’s client base. This looks like reducing recurring reactive issues, implementing lasting solutions that improve the client experience, and maintaining the high standards defined for our clients.

Key Responsibilities

Direct the team of Systems Administrator professionals, supporting and holding them accountable for results, giving direction, managing them to their strengths; rallying the team to accomplish the departments mission / objectives. Leadership Management = Accountability.
Function as a translator – relay objectives handed down in a way that the team can understand and get on board with.
Function as a Coach – give direction, encouragement, and guidance. Don’t be afraid to say what needs to be said to keep the team functioning as a high performance team.
Function as a Scorekeeper – let the team know when they are winning, and when they aren’t so something can be done about it.
Ensure high-level strategic department goals are defined for the team, including actionable plans to achieve these goals. These goals should be set collaboratively, so everyone understands and appreciates the importance of the objectives.
Oversee the efficient completion of department goals and tactically contribute to the details; driving to meet the result.
Oversee the resolution of root cause fixes across the client base, which are identified by recurring reactive issues, confirming that these fixes are implemented to prevent unnecessary reactive issues.
Schedule implementations, which are not reactive but proactive tasks that can be scheduled for specific dates and times. Understand what the team is working on, when they are stuck, and how to adapt and manage the schedules for maximum efficiency and client satisfaction.
Oversee the team’s focus on client adherence to the foundational services that Stronghold Data offers : Disaster Recovery, Patching / Monitoring / Alerting / Automations scripting, Datacenter, and Security offerings. Enabling all team members to use these tools to support our clients effectively and enable our clients to thrive.
Interface with the Service Deliver Manager of the Support group to utilize Systems Administrator resources as an escalation point on reactive issues when the reactive team is unable to resolve.
Identify opportunities to upsell additional services and solutions to existing clients based on their evolving needs and industry trends. Push for stack adoption across the client base, when areas are identified kick off processes to see healthy standards implemented.
Perform other duties as assigned.

Preferred Skills & Experience

A Bachelor’s degree in Business Administration, Information Technology, Computer Science, or a related field is required, however equivalent experience and training may be substituted for degree requirements.

10 years of experience working with small and mid-size businesses in a service-based industry required. Previous experience with Managed Services Providers (MSPs) is highly preferred.

Excellent communication and interpersonal skills, with the ability to interact effectively with clients and internal stakeholders are required.

In-depth knowledge of IT service management frameworks (e.g., ITIL) and best practices is preferred.

Familiarity with IT security and compliance standards is required.

Possessing IT certifications such as ITIL, CompTIA, Microsoft, or Cisco is preferred.

Preferred Attributes

Strong leadership and management skills – showing by action what is required, knowing when to push and when to pull back to enable the individual team members to reach their highest potential.

The ability to effectively communicate with internal teams and external stakeholders.

The ability to personally demonstrate the organization's Core Values : Healthy Relationships, Others Deserve Our Best, Initiative, and Results Driven.

The ability to drive toward an objective with tenacity and rally a team to do the same.

The ability to have a partnership mentality within Stronghold Data and with clients, fostering a culture of cooperative collaboration.

Skillfully align internal processes with Stronghold Data's core values, ensuring seamless integration.

The ability to review, create, and interpret data with precision and accuracy.

The ability to communicate effectively with clients about their technical needs on their level, so they can understand the reasons why we are proposing or implementing specific solutions.

The ability to manage expectations while actively understanding concerns; helping clients and team members to feel heard and understood.

The ability to work independently, but also as a strong supportive team member.

The ability to handle regular pressures, including demanding client contacts, meeting deadlines, and multitasking.

The ability to exercise a high degree of diplomacy and tact when dealing with clients in all types of organizational positions and with varying degrees of technical knowledge.

Physical Requirements

Work is primarily knowledge-worker-oriented using computer systems. Regular exertion and lifting of up to 10 pounds, occasional exertion, and lifting of up to 25 pounds to move office or computer equipment. Occasional crawling, kneeling, and squatting. Constant use of computer (keyboard / mouse), and phone. Visually inspects, prepares, and analyzes data & and figures, and views computer constantly. Occasional travel (car / airplane) may be required. Occasional exposure to outdoor environmental conditions because of travel.

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