Job Details
** Service Delivery Manager**
**Job Category****:** Indirect Operations **Requisition Number****:** SERVI01436 Showing 1 location **Job Details**
**Description**
The Service Delivery Manager will help expand the client facing strategy and vision of the Managed Services practice. This position will enhance the client experience by overseeing the service delivery performance of services to our clients and ensure that optimum performance is achieved. The Service Delivery Manager will also provide strategic leadership for the day to day operations of the Managed Service Support team, including process and standard operating procedures as well as ensuring efficient, profitable support of contract clients. Also, effective monitor, control, and reporting to ensure service delivery is meeting client SLA requirements.
**Essential Functions:**
* Support the organization in delivering the Service Strategy and vision.
* To maintain a sound knowledge and understanding of current methodologies, technologies, services and tools.
* Ensure adherence to Service Management Processes by the Managed Service Support team.
* Work directly with operations team to integrate Managed Services into day to day SOPs
* Oversee the Service Level Agreements within the delivery units where specifically needed (i.e. where the client requirements differ from the service level in standard service descriptions).
* Work to achieve and maintain profitability in Managed Service accounts by closely tracking labor and overhead expenses that impact support.
* Responsible for overseeing the continued provision of delivery of services by the Managed Services team to agreed quality.
* Work to mitigate the impact of service failures and improve quality Standard Operating Procedures.
* Provide leadership and mentorship to technicians on Managed Services Support team.
* Act as the functional manager for all Managed Service Support team processes, being the escalation point for process owners and giving direction to continuous improvement of all service support and service delivery processes.
* Collaborate with other Service Delivery Managers to develop processes, standards, and procedures for the Managed Services team consistent with department strategy and vision.
* Support the process owners and ensure process functionality and delivery
* Form strong relationships with the Account team building an understanding of Customer Requirements and business drivers.
* Work with Sales team to fine tune our Managed Services offerings and help drive the success of new accounts.
* Utilize performance management processes to maintain a high degree of efficiency among technical team members by monitoring and reporting on Support team KPIs.
* Interviewing and hiring of technical staff for Managed Service Support team.
* Prepare Status and system health reports for Managed Service clients by working with differing internal and external teams.
* Prepare monthly Availability Management Reports for Managed Service clients and Management, highlighting any service exceptions.
* Determine appropriateness of escalations and ensure service delivery of all issues from Managed Service clients by enforcing escalation and ticket handling processes.
* Assist in pricing of new requests.
**Required Education/Experience:**
* Experience in a Service Delivery function, including solid experience in dealing with Customers, and technical teams, typically gained over 3-5 years
* Experience working for an established managed or cloud services provider (MSP/CSP)
* ConnectWise PSA management experience
* Detailed working knowledge of a very broad range of IT systems
**Skills/Abilities:**
* Analytical and problem solving skills
* Exhibiting professionalism and diplomacy
* Energetic, forward-thinking, and creative
* Strong interpersonal, communication and presentation skills
* Extensive experience of customer and supplier relationships
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