Service Delivery Manager

IPC is a fintech company that focuses on the human element. Having global presence, we support local markets with cutting edge cloud-based trading communications and managed connectivity.

Through our portfolio of communications and connectivity solutions, we focus on solving business challenges and adapting to regulatory changes in the fast-paced global financial markets. This enables our clients to maintain consistent market access, a strong competitive advantage, and enhanced operational efficiency.

At IPC, we are committed to attracting, nurturing and promoting diverse talent across our workforce and fostering a sense of belonging within our employee family. We don't just accept differences - it's one of our core values. We recognize that diverse teams make the strongest teams, and we encourage people from all backgrounds to apply.

Come be part of the new team that delivers ground-breaking products for our clients.

www.IPC.com

TITLE: Service Delivery Manager

DEPARTMENT: TS Variable Operations

LOCATION: New York

REPORTING TO: Director of TS Operations

ROLE TYPE: Hybrid, Full time

Role Overview

The Service Manager oversees all technical configurations, guidelines, service-related issues, and product interdependencies for the New York Service Delivery Team. This role ensures governance on MACs and service tickets, meeting SLAs, managing installations, and resolving Remedy tickets. The Service Manager provides incident metrics, product release and patch recommendations, and best practice guidelines. They also update on all IPC installation projects in the New York Metro area. This position reports to Director of TS Operations.

Essential Skills and Experience to be Successful in the Role:

• Provide excellent management and direction to a diverse and growing team.
• Ensure the best possible service delivery to customers via IPC and its partners.
• Collaborate with Sales, Engineering, and Technical Support for seamless customer support.
• Foster strong cross-departmental collaboration and mutual support.
• Ensure the labor pool is adequately sized and technically composed to meet business demands.

o Proactively model labor and key metrics.
o Report labor requirements and bandwidth to management, highlighting concerns and recommendations.
o Govern local work rules and directives.

• Manage the labor pool effectively, ensuring skill sets match the product portfolio and overtime is fairly distributed.
• Oversee employee career development and staff rotation.
• Develop and implement a training program to support current and future products and services.

o Maintain a competency matrix for the technical team.
o Develop individual and group training plans.
o Align training content and schedules with needs.
o Ensure team competency in all aspects of the trading floor, including server skills, desktop device proficiency, network understanding, and trader interaction.

• Identify and drive process and tool efficiencies to meet or surpass targeted objectives.
o Meet labor budget on a job-by-job basis and align Unigy labor with Alliance per position.

• Adhere to governance routines and policies, recommending changes as needed.
• Resolve technical and workflow issues encountered during Install, Move-Add Change, or Service processes.

o Act as a senior management escalation point for key operational issues.
o Evaluate root causes and implement process, documentation, and communication improvements.

• Collaborate with TAC and UCS to review workflows, documentation, and field issues for all product lines.
• Provide meaningful monthly analysis and reporting on key aspects of service delivery.
• Conduct routine visits to customer sites to evaluate team performance and address any areas requiring attention

Desired Skills and Experience:

•  A Bachelor’s degree is preferred.
• 10+ years of experience in Telecommunications, Data Communications, or a related field.
• 5+ years of experience managing a cross-functional support team.
• Excellent verbal and written communication skills.
• Excellent customer-facing skills, including presentations, incident management, and problem management.
• Demonstrated ability to build an effective team and mentor individuals.
• Demonstrated ability to manage multiple simultaneous priorities/projects and effectively handle high-pressure service situations and customer escalations.
• Strong working knowledge of current IP telephony technologies, focusing on server-based products, Linux OS, SIP, and Cisco Network elements. Ability to be a hands-on technical manager when