Service Delivery Manager

The act of hiring is more than just to up the headcount or to fill a seat quickly. When we hire at Bounteous, it is to add to our interpersonal dynamics and choose the right person to impact, collaborate, commit, inspire, and grow alongside our tenured teams. Bounteous boasts a long-standing track record of ideating, innovating, and implementing award-winning solutions and driving best-in-class results. Our success starts with hiring the right people, in the right roles, at the right time to strategize, analyze, design, engineer, and market for some of the world’s biggest brands. 
Currently, Bounteous is searching for a Service Delivery Manager to add to our fast-growing Managed Services Delivery team. Successful candidates have a demonstrated history and the gravitas to truly partner with clients and lead all types of managed services efforts including infrastructure and application managed services, IT Service Management practice enhancements, and continual improvement initiatives.  Candidates should have 5 or more years of experience working in Managed Services organizations. You will be responsible for prioritizing, guiding, and directing practice area teams to provide exceptional support to our managed services clients. 

Role and Responsibilities

• Reports to Service Delivery Director and heavily interacts with service delivery coordinators, process analysts, technical leaders, and engineers to accomplish the delivery of managed services to our clients 
• Promotes Managed Services across Bounteous and to our clients to enhance understanding of ITSM and how it co-creates value  
• Acts as the liaison between customers, client account leadership, project delivery and technical service teams 
• Knowledgeable of all managed service offerings and owns delivery of all contracted services to the customer 
• Builds and manages customer and internal relationships and strives for highest level of customer satisfaction 
• Customer’s single point of contact for managed service escalations and communication focal point for satisfaction issues 
• Manages a customer satisfaction program consisting of periodic solicitation of customer feedback and development of action plans designed to improve the service experience 
• Contract Management – provides input to standard set of  client-specific statements of work, ensures change order governance for out-of-scope work, verifies contractual requirements are being met 
• Financials – reports on the profitability of the services for assigned clients, governs resources charging time and expenses against client accounting codes, Maintains proper balance between cost reduction initiatives, account profitability and customer satisfaction 
• Account Management – works closely with Client Services to provide tools and documentation needed to effectively manage Managed Services clients 
• Owns the governance processes for the assigned customers. Leads and manages Monthly and Quarterly Business Review (QBR) program for assigned customers. This includes reviewing, auditing delivery performance and preparing presentations and documentation as needed 
• Collaborates client-specific projects implemented for the customer with Project Delivery team.
• Collaborates with Major Incident Management for Root Cause Analysis efforts with any service failures and communicates resolutions back to affected customers 
• Collaborates with stakeholders to establish effective Service Level Agreements (SLAs) designed to ensure client satisfaction by adding value to the service, and managing service performance against agreed SLAs and KPIs (key performance indicators) 
• Presents Monthly Service Level Agreement (SLA) reporting and performance review during Governance meetings
• Brings a comprehensive understanding and experience with Managed Services, IT Service Management (ITSM) and the ITIL Framework  
• Supports Bounteous internal ITSM process and best practices, following ITIL-aligned workflows and processes to facilitate inter-team communications and meet client requirements 
• Recommends service resource models, justifies increases in resources as the operation grows using concrete data from volume-based metrics and Key Performance Indicators  by customer
• Anticipates client service requirements, managing the allocation of resources and staff to minimize service disruptions and ensure services are delivered within budget 
• Ensures a high level of customer communication including leading service review meetings, managing customer expectations, and working to ensure customer delight 
• Available 7 x 24, may attend P1 bridge calls and provide Major Incident Management if the MIM services is unavailable 
• Provide out-of-hours on-call support to provide major incident management to technical teams during major incidents, coordinating escalations and communi