Job Details
Title: Service Delivery Manager
Duration: Multi-year ongoing contract (Benefits/PTO included)
Location: ON-SITE, 5x per week - 0 flexibility. Strip District, near Downtown Pittsburgh, PA
Must Have:
Bachelor s degree required with at least 5 years of overall work experience
3 years of direct, onsite supervision / management experience of a team greater than 10 people
Experience in coaching and mentorship, especially of early-career individuals
Proven ability to work with multiple stakeholders, drive consensus, and report on team progress
Experience building client relationships and creating a good communication structure to gather feedback
Experience and comfort with MacOS and Google Workplace
A collegial spirit and ability to work in a highly collaborative and open work environment (both physically and culturally). Experience improving team morale
Experience creating SOPs, training documents, and/or onboarding plans
Experience interviewing and hiring team members, as well as putting people on performance improvement plans
Experience creating schedules
Position Summary:
Insight Global is seeking a Service Delivery Manager (SDM) to serve as an on-site leader for our client in Pittsburgh. The SDM is responsible for the day-to-day management of a team of Insight Global contractors placed at our client's site and serves as the single point-of-contact for client and project leadership. Working alongside a second SDM, this individual will leverage internal tools to review, improve, and implement new and existing processes; identify, monitor, and report on KPIs and SLAs; and support the on-site team to ensure client satisfaction and program success.
This role will manage a team of around 25 individuals who are conducting a large-scale research study. The team is primarily based in Pittsburgh but also includes team members that will travel throughout the country.
Day-to-Day Team Management and Morale
o Organize and attend daily and weekly team stand-up and planning meetings
o Create and monitor team coverage schedule to meet program and study needs
o Serve as an escalation point and resource for team
o Coaching and mentoring team members on professionalism
o Collaborate with Insight Global Account Manager and client leadership to plan team morale events each quarter
Performance Management and Professional Development
o Collaborate with client leadership to gather information on team performance
o Conduct monthly 1:1s with all team members; ensure the feedback is provided in a timely manner and performance issues are quickly remedied; support and track continuous improvement goals; create and monitor performance improvement plans as necessary
o Conduct annual performance reviews with all team members; collaborate with team members to develop continuous improvement goals
Hiring and Onboarding
o Collaborate with client leadership to determine program needs including: writing and regularly reviewing job descriptions; regularly reviewing headcount and resource needs
o Partner with Insight Global Account Manager to conduct interviews with candidates to determine offer eligibility and program fit
o Coordinate with incoming team members prior to their start date
o Coordinate with leadership on provisioning, equipment distribution, badging, and access
o Develop and monitor onboarding plans and activities for new team members
KPIs / SLAs
o Work with client leadership to regularly evaluate existing and identify new KPIs / SLAs
Compensation: $50.00-55.00/HR