Service Delivery Manager

Service Delivery Manager

Richardson, TX

$90k-110k + Performance Bonuses

We're not just in the business of delivering services; we're in the business of delivering excellence. We pride ourselves on our commitment to providing world-class service to our clients. If you're a Service Delivery Manager who's passionate about setting new standards of service, we invite you to join us on this exciting journey.

• Service excellence isn't a buzzword; it's our guiding principle. As a Service Delivery Manager, you'll be at the forefront of ensuring that our services consistently exceed client expectations.
• Our clients are industry leaders, and we partner with them to help achieve their business goals. As a Service Delivery Manager, you'll play a crucial role in building and nurturing these relationships.
• We believe in the power of collaboration. You'll join a dynamic and diverse team that values your input, fosters open communication, and works together to solve complex challenges.
• We're committed to your growth and development. As a Service Delivery Manager, you'll have access to ongoing training, mentorship, and opportunities for career advancement.

The Service Delivery Manager will be responsible for ensuring clients are receiving the best IT experience. Your daily responsibilities will include:

• Overseeing and managing the day-to-day operations of the Reactive Services, Proactive Technical Alignment Engineers, Provisioning, Procurement and Centralized Services delivery areas while ensuring clients' service needs are being met and exceeded by the team.
• Day-to-day management of the reactive, centralized services, technical alignment engineers, procurement and workstation provisioning teams.
• Identify ways to improve our clients' systems and infrastructure.
• Deal with escalated tickets and client service-related issues.
• Ensure team adheres to all processes, including but not limited to SOC2, ISO 9001, Incident Management Process and Change Management Process.
• Ensure the team responds to after-hours calls and emergencies quickly and efficiently.
• Interview, hire, and train new team members.
• Conduct reviews, evaluation and develop career path for the team.
• Approve time sheets, expense reports for team members.
• Review and approve time off requests while managing resource availability.
• Develop and implement processes that improve service delivery of team.
• Ensure exceptional client satisfaction is consistently delivered and maintained.
• Drive the highest levels of performance from each team member through coaching, training, mentoring, cross training and performance metrics.
• Document and organize IT processes to ensure the clients get consistent experience (training and playbooks).
• Strong management style.
• Drive high standards of discipline, accountability, and excellence.
• Accountable to the key delivery metrics and SLAs

Requirements A passion for working and developing people and the ability to quickly build rapport and relationships with both internal teams and external clients. Ability to build strong relationships with team members. Business awareness and commercial acumen. Strong organizational, time management and prioritization skills with great attention to detail. Able to take a creative approach to situations and problem solving. Effective communication and negotiation skills at all levels.

Experience identifying and speaking to technical solutions for business problems. Self-driven and highly motivated with a positive attitude. Committed to quality and ongoing process and procedure improvements. Demonstrated leadership skills.

EDUCATION AND EXPERIENCE

• A minimum of 7 years of service delivery management experience in an MSP environment
• At least 5 years of strong/senior technical expertise.
• Bachelor's degree in a related field, with an advanced degree preferred.
• Experience in all aspects of developing and maintaining a technical service team.
• Proven experience in customer service.
• Experience with MSP applications, tools and techniques.
• Knowledge of IT and security best practices in the SMB market.

If this opportunity excites you and you're ready to be a part of our team, we welcome you to submit your resume/CV. We look forward to receiving your application and getting to know you better.