Description:
Our Team is looking for a Service Delivery Manager (SDM) with the experience and leadership capabilities to manage IT technicians and engineers supporting R3 Managed Services clients. The SDM is responsible for the day-to-day delivery of services to clients and ensuring that processes and procedures are developed and implemented for effective and efficient support of clients. The SDM role will be vital in boosting end user experience by ensuring the smooth delivery of services that meet and exceed client expectations and R3’s contractual commitments. This role will report to (TBD).
Primary Position Tasks:
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Performing root cause analysis (RCA) of deviations from expected results, and developing, with the Services Delivery Team, action plans resulting from RCA, audits, or other activities under the Service Level Agreements (SLAs) reached with clients
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Leading, coaching, and potentially managing dedicated service desk team made up of Tier 1 thru Escalation analysts operating both on-site at the customer location or remotely
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Evaluating the current help desk state to make recommendations and implement improvements
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Developing, documenting, and refining service operating processes, standard operating procedures, and knowledge base (KB) materials to drive improvements for more effective and efficient delivery
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Monitoring, measuring, and reporting on performance against SLAs and key performance indicators (KPIs)
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Delivering scheduled and ad-hoc service reporting to management and clients
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Assisting with managing IT projects that leverage delivery staff including Professional Services Staff
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Managing client escalations and satisfaction related issues
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Providing guidance to direct reports, both first line manager and delivery-oriented employees
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Serving as an escalation point within R3 management for clients of Managed Services and resolving escalated issues in accordance with the R3 escalation procedures
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Distilling priorities and ensuring that goals for business operations, procurement, asset management and customer facing functional areas are clearly communicated to the team and leadership
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Working across functions with peers in other accounts to ensure completion of shared goals
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Interacting with senior management for reporting, strategy development and execution planning
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Reviewing monthly charges and invoices to assure the accuracy of service fees and other charges including accurate pass-through expenses
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Reviewing and providing input on any amendments or planned changes that impact services
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Other duties as assigned
Requirements:
Minimum Education/Experience Requirements:
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BS Business Administration, Computer Science, Engineering or other technical degree or equivalent experience
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Previous technical support and experience in IT infrastructure with focus on Service Delivery, Network, Cloud Computing, Unified Communications, and Cyber Security
Preferred Education/Certification/Experience:
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Experience with ServiceNow best practices and reporting
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Knowledge of ITIL framework
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5 years of management experience
Knowledge, Skills, and Abilities:
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Experience leading both physical and virtual teams
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Ability to drive strategic direction and initiatives
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Proactive mindset
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Strong decision-making skills
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Experience in dealing with third party-provided products and services
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Hardware and Software Asset management and procurement expertise
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Strong organizational skills
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Capacity to train and guide junior team members