Manager - Service Delivery - IT Services

GENERAL SUMMARY:

The Service Delivery Manager is responsible for managing the activities and responsibilities of the service desk team. As a part of this management, the Service Delivery Manager is also responsible for providing high-level technical assistance to the team and ensuring service and support is provided to customers at agreed levels.

Essential Duties and Responsibilities:

- Manage the remote service team's daily activities

- Function as the customer's single point-of-contact for problem identification and resolution for issues that have been escalated by the team

- Improve usage of IT Support resources and increase productivity of the team

- Communicate with all parties in a constructive manner to guarantee customer expectations are met

- Maintain awareness of all outstanding customer pre- and post-delivery issues and provide status to clients as necessary

- Perform customer follow-up to verify final resolution and determine satisfaction level

- Interface with appropriate technical personnel for customer problems that cannot be resolved effectively

- Provide accurate reports and metrics to company management on the status and budget of on-going projects and agreements

- Understand overall service desk objectives, as well as the role and function of each team member

- Manage the development of the team by ensuring that daily tasks and activities are in line with their career interests

- Assist the remote service team in design and development tasks

- Mentor remote service team during technical escalations

- Drive problem investigations and resolution as required

- Ensuring that risks are identified, communicated, and mitigated and that services and projects are delivered successfully

- Design and maintain process documentation for the remote service team

- Manage the process of implementing change efficiently and effectively

- Manage PTM, Live Service and Escalation Team

Additional Duties and Responsibilities:

- Identify areas for improvement and make constructive suggestions for change

- Continually seek opportunities to increase customer satisfaction and deepen customer relationships

- Escalate remote service desk issues to the CTO as required

- Ensure consistency of existing systems through creating, maintaining, and enforcing standards/procedures for implementing technical solutions

- Communicate escalated issues to customers: keeping them informed of progress, notifying them of impending changes or agreed outages, etc.

- Business awareness: specific knowledge of the customer and how IT relates to their business strategy and goals

- Develop in-depth knowledge of the service catalog and how it relates to customer's needs

- Involvement in the design and building of new services

- Conduct performance evaluations and mentor those with less experience

- Develop training programs to develop and refine the skills of the remote service desk team

- Facilitate regular remote service team meetings and service board reviews

- Document internal processes and procedures related to duties and responsibilities

- Responsible for entering time and expenses in ConnectWise as it occurs

- Review and approve the remote service team's time and expenses sheets in ConnectWise

- Enter all work as activities, service tickets, or project tickets into ConnectWise

- Review IT publications and online materials to remain up-to-date with current and future technologies emerging in the industry

Knowledge, Skills, and/or Abilities Required: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

- Must Have Skills and Requirements:

1 Excellent Communication Skills

2 10 years plus total experience

3 5 years of people management experience

4 IT Infrastructure Technical Background

5 Service Desk KPIs management

6 Team building & Performance management experience

7 Customer escalations handling experience

- Professional IT Certifications, such as: Microsoft MCP, MCSA, or MCSE, Citrix CCEA or CCIA, SonicWall CSSA, Cisco CCNA, or VMware VCP

- Knowledge and experience in cross-functional management methods and techniques

- Knowledge of IT applications, processes, software, and equipment

- Strong organizational, presentation, and customer service skills

- Skill in strategic planning with an ability to think ahead and plan over a 6-12 month time span

- Skill in planning and preparing written communications

- Skill in leading people and getting results with a strong customer orientation

- Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care

- Ability to multi-task and adapt to changes quickly

- Ability to work in a team and communicate effectively

- Service awareness of all organization's key IT services for which support is being provided

- Understanding of support tools, techniques, and how technology is used to provide IT services

- Typing skills to ensure quick and accurate entry of service request details

- Self-motivated with the ability to work in a fast moving environment