Service Delivery Manager

Summary of Position:

The Service Delivery Manager is responsible for the overall management of large service engagements at key accounts. The SDM is ultimately responsible for overall service delivery and engagement. They have direct responsibility for service delivery and have matrix responsibility for any other services and project-based delivery in key accounts. As an integral part of the account planning and delivery support strategy, the SDM works with Denali services customers to understand issues and requirements while working with Denali service leads and responds to customer requests for new projects and services.

Essential Functions:

• Define, drive, manage, and report on contract performance standards and client measurements, including SLAs and other performance metrics
• Forecast and manage resource requirements, including identifying staffing level/models, skill mix, and operational process to support staffing for managed service delivery
• Coordinate all delivery activities and act as the escalation point for issues pertaining to service delivery and projects
• Understand and manage the budget and financial performance of service accounts based on the tools, staffing, and other resources applied to support those key accounts
• Provide overall project leadership and direct project teams in the delivery of projects within committed timeframes
• Ensure communication flows properly between technical capabilities organizations and the customer to ensure expectations are clearly understood and delivery timelines are met
• Work with other services
• Lead & define projects and execute strategy in order to create SOWs and handoff to PMO
• Drive / Manage service quality and improvement of service delivery processes participate in account planning and strategy
• Ensure that delivery team resources are empowered with the tools and support they need in order to be successful within cross-functional projects
• Collaborates with PMO and services leads to facilitate cross-project initiatives and activities and provides technical delivery guidance to assigned project managers in the development of realistic schedules and resource allocation
• Identifies and eliminates obstacles to solution plans, business goals, or implementation
• Lead and manage a team to include hiring and all aspects of performance management

Competencies:

1. Ensures Accountability
2. Tech Savvy
3. Communicates Effectively
4. Values Differences
5. Customer Focus
6. Resourcefulness
7. Drives Results
8. Plans and Prioritizes
9. Decision Quality
10. Self-Development

Work Environment:

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee in this position frequently communicates with other co-workers/clients who have inquiries about the various projects and other needs.  Must be able to exchange accurate information in these situations.  The employee must be able to remain in a stationary position 75% of the time.  The employee in this position needs to occasionally move about inside the office to access file cabinets, office machinery, etc.  Constantly operate a computer and office machinery such as a calculator, keyboard, copy machine, and printer.  Frequently moves boxes with equipment weighing up to 25lbs across the building and/or to other offsite buildings for various project needs.

Required Education and Experience:

• IT-related certifications, Bachelor/ equivalent on the job experience           
• 3-5 years of experience  

Qualifications:

• 3 years of experience preferred, a minimum of two years of compensation experience
• AA degree in an IT-related field preferred
• 2-3 years in a Service Delivery Supervisor with experience leading technical teams
• 4+ years of experience in a role related to technical support (deskside), technical deployments, or project coordination/management of IT deployment and support resources a plus
• Requires some experience in consulting environment delivering or overseeing the delivery of technical support services, or IT hardware/software deployments)
• Experience with large and small deployments or moves of servers, computer arms, and/or computer carts a plus
• Must have an understanding/knowledge of IT hardware deployments/move2+s, and deskside supp