Service Delivery Manager

What this Job Entails

The Service Delivery Senior Manager is a client-facing role requiring the establishment and satisfactory management of client and employee expectations. Responsibilities include leadership, multitasking, prioritization, communication, and directing a diverse array of teams. These responsibilities span from interviewing, hiring, and managing personnel to performing daily tasks, ensuring work is performed as expected, and maintaining regular client communication on progress.

Roles and Responsibilities

• Provide leadership to diverse operations teams
• Implement, monitor, and timely report service delivery metrics to customers
• Implement personnel onboarding, training, and service improvement activities, ensuring systems, methodologies, and procedures are in place and followed by each service team
• Drive internal and client meetings covering delivery performance, service improvements, quality, and processes
• Accountable for the quality of service and performance; ensure future demand from growth and projects are understood and factored into capacity plans for all associated teams
• Work closely with Business Development and Client Partner teams to support growth, including helping with services content for Statements of Work, and development/transition to stronger managed services capabilities
• Work with Subject Matter Experts (SMEs) and stakeholders to define the roadmap for any given product and translate this into user stories or Request for Proposals (RFPs) depending on the buy vs. build decision
• Develop and maintain retention programs and incentives for field employee satisfaction
• Manage complex and/or large projects or deliver IT components of major projects to time, cost, quality, and benefits realization requirements
• Assimilate, understand, and manage problem-solving and opportunities recognition in the context of IT infrastructure and/or application change solutions, solutioning, design, and deployment in a major software services/hardware environment
• Successfully deliver a range of complex, high-profile IT projects
• Implement and lead improvements in project lifecycle
• Identify projects at risk and take appropriate action to recover, often working across divisional boundaries
• Take ownership for the resolution of highly complex issues and risks that have been escalated
• Lead the collaborative, dynamic planning process – prioritizing the work that needs to be done against the capacity and capability of the team

Required Qualifications/Skills

• Bachelor’s degree (B.S/B.A) from four-year college or university and 8+ years’ related experience and/or training; or equivalent combination of education and experience
• Frequent interaction with subordinate supervisors, customers, and/or functional peer group managers, normally involving matters between functional areas, other company divisions or units, or customers and the company
• Ability to lead a cooperative effort among members of a project team
• Track record of successfully delivering a range of complex, high-profile IT projects
• Proven track record of implementing and leading improvements in project lifecycle
• Able to identify projects at risk and take appropriate action to recover, often working across divisional boundaries
• Passionate about the IT industry and how new technology can improve business outcomes
• Strong technical knowledge of enterprise IT, including but not limited to help desk, networking, ticket and incident management, AV/VC, and asset management
• Strong analytical, organizational, communication, and presentation skills
• Highly adaptable with the ability to effectively manage multiple concurrent work streams
• Proven leadership skills with the ability to motivate, lead, develop, direct, and position people to work effectively in a team environment