Job Description
Job Summary
We are seeking a Service Delivery Manager who will help our service delivery team identify our client's needs and ensure the timely delivery of I.T. services to our customers.
The Service Delivery Manager will be a communicator with experience managing a support or service team. They will have leadership qualities, organizational skills, and possess an ability to listen and change direction as needed. Ability to work well in a multi-department environment is required. The candidate should be a confident and self-motivated I.T. professional that is looking to challenge themselves in an exciting and fast-paced work environment.
Duties and Responsibilities: • Develop and maintain a knowledge base of the evolving products and services, and help develop corresponding procedures to streamline service delivery
• Develop, monitor, and enforce KPI's within the service delivery team
• Develop a deep understanding of overall objectives, role, and functions of each service team member
• Ensure the objectives and requirements are clear and agreed upon by all team members
• Coordinate delivery and implementation of services that meet quality assurance standards
• Assist service team in design and development tasks
• Organize and manage all phases of service delivery to ensure timeliness and of services being rendered
• Drive problem investigation and resolution as required
• Ensure that risks are identified, communicated, and mitigated and that services are delivered successfully through to production
• Serve as a liaison between business and technical aspects of service delivery
• Handle customer escalations, inquiries, and complaints
• Assist in training service team on new initiatives, tools, and technologies
• Assist in the recruitment, training, and performance review process of service delivery teams
Requirements and Skills:
• Bachelor's degree in related field or equivalent experience
• Minimum of 5 years’ experience in technical support, sales, and/or systems administration (or equivalent)
• Ability to multitask, prioritize, and manage time
• Verbal and written communication skills
• Creative thinking to a wide variety of challenges
• Ability to handle client escalations and issues appropriately
• Ability to work with minimal guidance or supervision in a time critical environment
• Ability to be flexible and adapt to changing business needs and processes
• Ability to build rapport with clients both internal and external across all roles, titles, and technical levels
Compensation and Hours
Salary Range: $75,000.00 - $80,000.00 Year DOE (Depends on Experience) Dental, Holidays, Medical, Sick Leave, Travel Allowance, Vacation, Vision Other Benefits: Not Available Full or Part Time: Full Time (30 Hours or More) Job Duration: Over 150 Days Type of Job: Regular
Shift: Not Applicable
Hours per Week:
40
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