Sr. Service Delivery Manager (SECRET clearance required)

At Red River Managed Services, we provide a welcoming and positive workplace where everyone feels valued and able to do their best work, fostering a one-team mentality.  Our employees work together to foster wise decision-making that relies on data, experience, and collaboration. We seek self-motivated individuals who are open to an environment based on this teamwork and shared success.

Our team works directly with our clients to create innovative solutions, challenge the status quo, and deliver first in class solutions. Our client-centric culture works to anticipate needs with an urgency to resolve issues and build long-term client relationships.

We aim to expand our growing workforce with passionate individuals who are resilient in the face of uncertainty and possess a creative spirit, all while keeping the needs of our clients top of mind to foster individual and organizational success. Interested candidates must possess a desire for growth through continuous learning and feedback.

Ideal candidates will possess the following skills and come prepared to discuss how they have experienced each of these areas in previous roles:

• Collaboration — You bring a collaborative spirit to all interactions with others; you work to ensure everyone around you is welcomed and positioned to do their best work; you view every Red River colleague as a member of one team.
• Creativity— You welcome new ideas and listen with the intent to understand; you are passionate and persistent in pursuit of innovative solutions; you value “brainstorming” as an expression.
• Empathy — You take the time to understand both the needs of your clients and your team members; you anticipate client needs and address issues effectively; you work to make each client feel valued and understood; you foster loyalty and a long-term relationship.
• Integrity  — You willingly receive and give feedback; you are open about what’s working and what needs to improve; you admit mistakes openly and share learnings widely.
• Judgment — You are intentional when making decisions, with an aim toward long-term solutions rather than quick fixes; you rely on data, training, and collaboration with others to inform your decisions.
• Purpose— You exhibit courage in searching for the truth; you are willing to risk personal failure to help, or challenge the status quo, in the pursuit of excellence.
• Resilience — You thrive in rapidly changing circumstances; you adapt to change; you know when to include or escalate to others; you embrace a hard challenge.
• Selflessness — You are considerate when searching for new and different ideas; you seek what’s best for the team and organization; you discern how your actions could affect others; you seek to make those around you successful.

The Senior Service Delivery Manager will be responsible for overseeing the delivery of managed services to a key client, ensuring high levels of customer satisfaction, operational excellence, and alignment with the client's business objectives. This role requires strong leadership, communication, and problem-solving skills to manage a team of service delivery professionals, coordinate with various stakeholders, and ensure the seamless delivery of services. 

Key Responsibilities: 

1. Service Delivery Management:

   - Oversee the end-to-end delivery of managed services to the client. 

   - Ensure services are delivered in accordance with SLAs, KPIs, and contractual agreements. 

   - Monitor and report on service delivery performance, addressing any issues or escalations promptly. 

2. Client Relationship Management:

   - Act as the primary point of contact for the client, fostering a strong and positive relationship. 

   - Conduct regular meetings with the client to review service performance, address concerns, and discuss improvements. 

   - Understand the client's business needs and objectives to align services accordingly. 

3. Team Leadership and Development: