Service Delivery, Manager

What this Job Entails: 

The Service Delivery Manager is a client facing role and requires that you establish and satisfactorily manage client and employee expectations. The role requires leadership, strong ability to multitask, prioritize, communicate, and direct a very diverse set of teams. The responsibilities range from interviewing, hiring, and managing personnel to perform day to day tasks, ensuring that work is performed as expected, with regular client communication on progress. The successful candidate will have the ability to manage and evolve existing services across multiple disciplines, assisting sales teams with the growth strategy. 

Scope: 

• Works on issues of diverse scope where analysis of a situation or data needs evaluation of multiple factors, including a familiarity with current business trends. 
• Follows processes and operational policies while selecting methods and techniques for obtaining solutions. 
• Acts as advisor to subordinates to meet schedules and/or resolve technical problems. 
• Develops and administers schedules, performance requirements.
• Invoice Reviews and budget responsibilities.

Your Roles and Responsibilities:

• Provide leadership to diverse operations teams 
• Implement, monitor and provide timely reports to customers on service delivery metrics 
• Work closely with Talent Acquisition to develop pipeline for a wide range of positions
• Facilitate and conduct interviews for various different positions and programs
• Implement personnel on-boarding, training, and service improvement activities, ensuring systems, methodologies, and procedures are in place and followed by each service team 
• Drive internal and client meetings covering delivery performance, service improvements, quality, and processes 
• Be accountable for the quality of service and performance
• Provide timely, detailed, and accurate tracking of personnel details, requisition tracking, performance/corrective action tracking, etc.
• Takes ownership for the resolution of highly complex issues and risks that have been escalated
• Leads the collaborative, dynamic planning process – prioritizing the work that needs to be done against the capacity and capability of the team
• Utilize strong organizational skills to manage multiple engagements simultaneously and prioritize tasks to meet deadlines.
• Work closely with Business Development and Client Partner teams to support growth, including help with services content for Statements of Work, and development/transition to stronger managed services capabilities 
• Frequently interacts with direct reports, clients, and/or functional peer group managers, normally involving matters between functional areas, other company divisions or units, or customers and the company 
• Review invoicing for accuracy and provide timely approvals
• Other duties as required. This list is not meant to be a comprehensive inventory of all responsibilities assigned to this position

Required Qualifications/Skills:

• Experience in Service Delivery/Service Management within Staff Augmented and Managed Services
• Bachelor’s degree (B.S/B.A) from four-college or university and 8+ years’ related experience and/or training; or equivalent combination of education and experience 
• Must be able to lead a cooperative effort among members of a project team.
• Strong technical knowledge of enterprise IT, including but not limited to help desk, networking, ticket and incident management. 
• Strong analytical, organizational, communication and presentation skills. 
• Highly adaptable with the ability to effectively manage multiple concurrent work streams. 
• Strong business acumen and the ability to provide operational, technical and financial oversight. 
• Proven leadership skills with the ability to motivate, lead, develop, direct and position people to work effectively in a remote team environment. 
• Excellent stakeholder management and communication skills
• Able to identify projects at risk and take appropriate action to recover, often working across divisional boundaries.

Preferred Qualifications: 

• Experience supporting cloud infrastructure, cloud operations, or technology services programs
• Experience working with global teams and cross-functional stakeholders

Physical Demand & Work Environment:

• Must have the ability to perform office-related tasks which may include prolonged sitting or standing
• Must be able to use a computer
• Must have the ability to communicate effectively 
• Some positions may require occasional repetitive motion or movements of the wrists, hands, and/or fingers