Service Delivery Manager

Employment Type: Full time

Position Overview

The Service Delivery Manager is a client-facing role responsible for establishing and satisfactorily managing client and employee expectations. This leadership position requires a strong ability to multitask, prioritize, communicate, and direct diverse teams. Responsibilities span from personnel management, including interviewing and hiring, to ensuring day-to-day tasks are performed as expected and maintaining regular client communication on progress. The successful candidate will manage and evolve existing services across multiple disciplines and assist sales teams with growth strategies.

Scope of Work

• Works on issues of diverse scope requiring evaluation of multiple factors and familiarity with current business trends.
• Follows processes and operational policies, selecting methods and techniques for obtaining solutions.
• Acts as an advisor to subordinates to meet schedules and resolve technical problems.
• Develops and administers schedules and performance requirements.
• May have budget responsibilities.

Roles and Responsibilities

• Provide leadership to diverse operations teams.
• Implement, monitor, and provide timely reports to customers on service delivery metrics.
• Implement personnel on-boarding, 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.
• Be 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 assistance with services content for Statements of Work, and development/transition to stronger managed services capabilities.
• Work with SMEs and stakeholders to define product roadmaps and translate them into user stories or RFPs.
• Collaborate closely with Recruiting to develop pipeline and hiring processes, and participate in interviews.
• Develop and maintain retention programs and incentives for field employee satisfaction.
• Manage large projects or IT components of major projects to meet time, cost, quality, and benefits realization requirements.
• Assimilate, understand, and manage problem-solving and opportunity recognition within the context of IT Infrastructure and/or application change solution concepts, design, and deployment in a major software services/hardware environment.
• Take ownership for the resolution of highly complex escalated issues and risks.
• Lead the collaborative, dynamic planning process, prioritizing work against team capacity and capability.
• Perform other duties as required.

Required Qualifications/Skills

• Bachelor’s degree (B.S/B.A.) from a four-year college or university and 8+ years of related experience and/or training, or an equivalent combination of education and experience.
• Frequent interaction with subordinate supervisors, customers, and/or functional peer group managers, typically involving matters between functional areas, other company divisions or units, or customers and the company.
• Must be able to lead cooperative efforts among project team members.
• A track record of successfully delivering a range of complex, high-profile IT projects.
• Proven track record of implementing and leading improvements in the project lifecycle.
• Ability to identify at-risk projects 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 skills.