Service Delivery, Manager

Description

The service delivery manager is a client-facing role. You will set and manage expectations for both clients and employees, and you will lead and direct a varied set of teams while juggling many priorities at once.

Day-to-day work covers interviewing, hiring and managing staff, checking that work is done as agreed, and keeping clients updated on progress regularly.

You will run and improve existing services across several disciplines and help the sales teams shape growth plans.

Scope: you analyse complex situations and data, weighing several factors and keeping in mind current business trends. You follow established processes and operating policies, choosing the methods that get the best result. You advise subordinates on meeting schedules and resolving technical problems, and you build schedules and performance targets. The role may carry budget responsibility.

Responsibilities

• Lead several operations teams.
• Track service delivery metrics, and send timely reports to customers.
• Put in place onboarding, training and service improvement activities, and make sure every service team uses the agreed systems, methods and procedures.
• Run internal and client meetings on delivery performance, service improvements, quality and processes.
• Own service quality and performance. Make sure future demand from growth and projects is understood and built into capacity plans for every related team.
• Work with business development and client partner teams on growth, including service content for Statements of Work and moving services toward stronger managed offerings.
• Work with subject matter experts and stakeholders to set the product roadmap, turning it into user stories or RFPs depending on the build decision.
• Work with recruiting to build a candidate pipeline and hiring process, and interview where needed.
• Develop and maintain a retention program and incentives for field employee satisfaction.
• Manage large projects, or deliver the IT parts of major projects on time, within cost and quality targets, and in line with the intended benefits.
• Identify problems and opportunities across IT infrastructure and application changes, covering concept, solution design and deployment in large software and hardware environments.
• Own the resolution of highly complex, escalated issues and risks.
• Lead collaborative planning, ranking the work against the team's capacity and capabilities.
• Take on other duties as assigned. This list is not exhaustive.

Requirements

• A bachelor's degree (B.S. or B.A.) from a four-year college or university, plus 8+ years of related experience and/or training, or an equivalent mix of education and experience.
• You work often with subordinate supervisors, customers and peer managers across functions, other company divisions, or customers.
• You can lead joint work across members of a project team.
• You have a record of delivering a range of complex, high-profile IT projects.
• You have a proven record of introducing and leading improvements to the project lifecycle.
• You can spot projects at risk and act to recover them, often working across divisional lines.
• You care about the IT industry and how new technology can improve business results.
• You have strong technical knowledge of enterprise IT, including but not limited to help desk, networking, ticket and incident management, AV/VC and asset management.
• You have strong analytical, organisational, communication and presentation skills.
• You adapt quickly and can manage several work streams at once.
• You have strong business sense and can oversee operations, technical work and finances.
• You have a proven ability to motivate, lead, develop, direct and place people so they work well as a team.
• Some positions may require occasional repetitive movements of the wrists, hands or fingers.
• You can do office work, which may include long periods of sitting or standing.
• You can move around an office.
• You can use a computer.

Conditions

Base pay is $98,040.00 to $154,800.00 USD per year, gross.

Base pay is the only figure quoted. Bonuses, benefit-related payments and other incentives are not guaranteed, may have eligibility rules, and are at the company's discretion.

Where you land in the range depends on documented, job-related factors such as education, experience, certifications, licences and preferred qualifications.

The company is an equal opportunity employer.

Regular full-time employees receive a benefits package.

Benefits

• Medical cover through UHC (PPO, HSA or Surest), or through Kaiser (HMO only) for California employees.
• Dental and vision cover through UHC.
• Flexible spending account for health and dependent care.
• Pre-tax commuter benefit for parking and transit, where available by location.
• Continuing education through platforms such as Udemy and Coursera.
• Corporate wellness programme run by Goomi Group.
• Employee assistance programme.
• Wellness days.
• 401(k) plan.
• Basic and supplemental life insurance.
• Short-term and long-term disability cover.
• Critical illness, critical hospital and voluntary accident insurance.
• Tuition reimbursement, available after 6 months, capped.
• Accrued, prorated paid time off up to 120 hours a year.
• Paid holidays.
• Any other paid leave or benefits required by state and federal law.