Service Delivery Manager

The Service Delivery Manager is responsible for managing the activities and responsibilities of the service 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.

Basic Functions:

Manage the 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.
Manage the dispatch process of service requests to ensure full utilization of resources.
Manage service to completion within SLA.
Improve usage of Support resources and increase productivity of the team.
Strong communications and customer service skills.
Drive problem investigations and resolution as required and keep clients informed.
Ensure 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 group metrics to ensure we are hitting our goals.
Understand overall service team 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.
Contribute to the continuity of services by providing the necessary leadership.
Identify roadblocks and ensure solutions are identified to resolve issues in a timely manner.
Ensuring that risks are identified, communicated, and mitigated and that impact successful service delivery.
Design and maintain process documentation for the service teams.
Manage the process of implementing change efficiently and effectively.
Working knowledge of the technologies that are used to manage our customer systems and needs.
The ability to figure stuff out.

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 service desk issues to the CTO as required.
Ensure consistency of existing systems through creating, maintaining, and enforcing standards/procedures for implementing solutions.
Communicate escalated issues to customers: keeping them informed of progress, notifying them of impending changes, agreed outages, etc.
Maintain specific knowledge of the customer and how our service relates to their business strategy and goals.
Conduct performance evaluations and mentor those with less experience.
Develop training programs to develop and refine the skills of the service team.
Facilitate regular service team meetings and service board reviews.
Document internal processes and procedures related to duties and responsibilities.
Responsible for entering time and expenses in our PSA as they occur.
Review and approve the service team’s time and expenses on a weekly basis.
Review relevant publications and online materials to remain up-to-date with current and future trends emerging in the industry.

Knowledge, Skills and/or Abilities Required:

Professional IT Certifications , helpful but not required, core technologies include Sophos, Microsoft 365/Azure, Google Workspace, Datto BCDR
Knowledge and experience in cross-functional management methods and techniques.
Experience implementing, administering, and supporting technologies commonly used in the SMB marketplace.
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 concise, 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 (think on your feet).
Ability to work in a team and communicate effectively.
Service awareness of all organization’s key services for which support is being provided.
Understanding of support tools, techniques, and how technology is used to provide 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.

Educational/ Vocational/ Previous Experience Recommendations:

BA/BS, preferably in computer science, business administration or a related field.
5 years of IT or related experience.
2 years of management/supervisory/team lead experience

Benefits:

Competitive salary based on experience and qualifications.
Health, dental, and vision benefits.
Retirement Plans and Profit Sharing.
Full on the job training & support.
Fun working environment and culture.