Service Delivery Manager (Remote)

Who is Trace3?

Trace3 is a leading Transformative IT Authority, providing unique technology solutions and consulting services to our clients. Equipped with elite engineering and dynamic innovation, we empower IT executives and their organizations to achieve competitive advantage through a process of Integrate, Automate, Innovate.

Our culture at Trace3 embodies the spirit of a startup with the advantage of a scalable business. Employees can grow their career and have fun while doing it!

Trace3 is headquartered in Irvine, California. We employ more than 1,200 people all over the United States. Our major field office locations include Denver, Indianapolis, Grand Rapids, Lexington, Los Angeles, Louisville, Texas, San Francisco.  

Ready to discover the possibilities that live in technology?

 

Come Join Us!

Street-Smart - Thriving in Dynamic Times

We are flexible and resilient in a fast-changing environment. We continuously innovate and drive constructive change while keeping a focus on the “big picture.” We exercise sound business judgment in making high-quality decisions in a timely and cost-effective manner. We are highly creative and can dig deep within ourselves to find positive solutions to different problems.

Juice - The “Stuff” it takes to be a Needle Mover

We get things done and drive results. We lead without a title, empowering others through a can-do attitude. We look forward to the goal, mentally mapping out every checkpoint on the pathway to success, and visualizing what the final destination looks and feels like.

Teamwork - Humble, Hungry and Smart

We are humble individuals who understand how our job impacts the company's mission. We treat others with respect, admit mistakes, give credit where it’s due and demonstrate transparency. We “bring the weather” by exhibiting positive leadership and solution-focused thinking. We hug people in their trials, struggles, and failures – not just their success. We appreciate the individuality of the people around us.

 

About the Role:

The Service Delivery Manager (SDM) will be the cornerstone of ensuring customer and service success for Trace3’s Managed Service solutions. The SDM will provide invaluable technical guidance, support, and input to manage operational excellence, build strong, long-term relationships, and ensure overall service delivery for assigned engagements. This position will work closely with the technical teams, account teams and project managers to monitor all activity regarding key Managed Services clients and ensure quality communications and deliverables. As an SDM, this person will play a key part of our Managed Services practice growth, help implement best practices and new methodologies, and help our organization continually define what delivery excellence is within Trace3.

What You'll Do:

• Responsible for supervising and ensuring optimal client satisfaction throughout the entire life cycle of the Managed Services engagement by providing the Trace3 “Total Customer Experience”.
• Day-to-day management and point of contact for client escalation for Managed Services customer accounts.
• Manage, coordinate, and regularly communicate with assigned accounts, including weekly status and ad-hoc meetings/calls, to set expectations and negotiate priorities appropriately.
• Ensure transfer of knowledge of customer systems, processes, and requirements to the technical teams, to enable them to provide consistent high-quality service.
• Escalate to management and account teams appropriately, bringing topics of interest and concern to their attention before the customer’s business is impacted.
• Participate in relevant customer meetings, such as project meetings, change review meetings, service review meetings, and track resulting action items to completion.
• Establish and own business meeting cadence to monitor service deliverables and improvement opportunities.
• Deliver high-quality service reports to assigned clients while continuously tracking client specific KPIs.
• Review and evaluate areas where Managed Services can reduce risk, improve efficiency, and save costs for our clients.
• Lead and present customer environment health checks and by conducting regular service reviews with the account team to ensure overall IT robustness.
• Identify gaps in service delivery, and work with the team to continuously improve to meet and exceed goals.
• Identify new opportunities in your account base to increase Trace3’s overall value as a top solution partner.
• Partner with internal teams to educate and improve the sales engagement methodology.
• Participate