Service Delivery Manager (Remote in US)

Company Description

Resultant is an outcomes-focused consulting firm committed to helping clients make technology a strategic asset and use data to guide better decisions. But we’re not just data and tech experts; we are problem solvers and industry experts who work alongside our clients to help them achieve their mission. 

We don’t solve problems for our clients. We solve problems with them.

We take the time to deeply understand goals and roadblocks to drive toward outcomes that serve organizations, people, and communities. Through outcomes driven by data analytics, technology solutions, digital transformation, and beyond, our team works with clients in both the public and private sectors to solve their most complex challenges. We start by learning as much as we can about who they are, how they work, and what they’re striving for so we can feel their problems as our own. Partnering with our clients means their desired outcomes are always top of mind, their challenges and strengths guiding our efforts. We build client-focused relationships before we build unique solutions that blaze past expectations.

Originally founded in Indianapolis in 2008, Resultant now employs more than 450 team members who operate remotely and from offices and hubs around the United States including Indianapolis, IN; Fort Wayne, IN; Denver, CO; Atlanta, GA; and Dallas, TX.

We’re Resultant. Clients partner with us to see a difference. People join us to make one.

Job Description

To help continue our rapid growth and solve our client’s toughest problems, we need a Technology Service Delivery Manager to join our Managed Services Team.

This is a fully remote position and may be performed from anywhere within the United States. The role requires availability during Central Time business hours to ensure alignment with client needs.

If you love to solve problems and add value, please consider what your typical days might look like…

Primary Responsibilities:

• Provide amazing support to a dedicated group of clients, greatly exceeding their experience of what anyone else has ever done for them.
• Work with technical teams to provide service level analysis and facilitate continual improvements in the environment, such as improvements to same-day resolution, SLA performance, and customer satisfaction metrics.
• Provide governance to maintain a client’s service portfolio, including service catalog, service pipeline, and retired services. This role is focused on COBIT reporting and executive level conversations around this reporting.
• Work with technical teams to facilitate knowledge management.
• Work closely with Director of Service Delivery, Client Success Manager, and Executive Sponsor to make sure all COBIT and ITSM related deliverables are met.
• Understand and provide recommendations, identifying improvements to existing IT capabilities, and defining new strategic IT capabilities.
• Performing successful root cause analysis for complex problem resolution.
• Accountable for identifying needs and monitoring the progress of deliverables from internal and external service provider teams.
• Responsible for understanding, communicating, and ensuring operational policies and standards are adhered to.
• It is critical that this role establish and maintain strong business and technical relationships with the project and managed services teams and be a point of contact for the successful deployment of technology solutions for the client’s IT organization.

Qualifications

• 5 to 8 years of previous service analyst, delivery, or project management experience.
• Demonstrated experience with COBIT governance is required.
• Previous management or leadership experience in IT or a related role.
• In-depth knowledge of escalation procedures, incident management, and other disciplines related to service delivery.
• Working knowledge of ITIL practices, project management, and other processes related to service delivery.
• Experience in managing third-party vendors.
• Strong analytical skills and a demonstrated ability to troubleshoot problems.
• Excellent communication and customer service skills, both written and oral.
• Ability to explain just about anything technical to anyone, regardless of their background.
• Ability to prioritize tasks effectively and have strong organizational skills.
• Consulting experience in IT Managed Services is preferred.
• Willingness to travel up to 10% as needed.
• Bachelor’s degree in computer science, engineering, or equivalent work experience.
• Must be legally authorized to work in the United States for any employer without sponsorship.

Additional In