Service Delivery Manager

We Lead. We Transform. We Deliver.

Ready to elevate your work experience? Cask is a team of incredibly talented people - designers, engineers, technologists, and industry thought leaders - who are all connected by a singular focus on solving business challenges that stand in the way of organizational change and progress. Along the way, we balance culture and business, resulting in a company that is committed to making the lives of our employees a little better and more fun each day. We invite you to bring your authentic, courageous, empathetic, and customer-obsessed self to be part of our experienced team delivering awesomeness for our customers and employees.

Reporting to the Director of Engineering, the Service Delivery Manager fulfills the role of technical consultant and account manager while overseeing the delivery of services for Cask’s Managed Services clients.

The Service Delivery Manager is a dynamic customer-centric leader who provides consultative leadership to the client and assures alignment between Cask services and customer business needs. Overall, the Service Delivery Manager has strong ServiceNow technical knowledge, a sound understanding of business strategy, and possesses exceptional customer relationship management and account management skills. In addition to collaborating with various Cask resources, this position must regularly interface with multiple levels of client stakeholders such as Administrators, Developers, Architects, Business Analysts, Managers, Directors, and Platform Owners. Effective communication skills, both verbal and written, are vital to success in the role. Being able to plan, prioritize, and roadmap solutions and services that align with customer expectations requires the ability to listen, interpret, strategize and communicate. The role also requires a broad and deep understanding of the ServiceNow platform and best-practices pertaining to the implementation and configuration of its various applications and modules in order for the Service Delivery Manager to effectively guide and manage the Cask team. This position requires continuous control over budget, resource plans, contractual obligations and client priorities to keep Cask and clients on task and on target.

What you’ll be doing:

• This role is an integral part of both account planning and technical consulting
• You are exceptional at delivering support strategies, working to proactively monitor problems, change processes, and handle issues to ensure our customers success with the platform
• You can proactively instill a culture where execution perfection is the norm, automation is encouraged, and client satisfaction is the ultimate measure of success
• Executing the strategy and the delivery of operational services solutions that support enterprise customers in their journey to ServiceNow adoption and expansion
• Quarterbacking planning, prioritization roadmapping, development, and operations for a team providing support for Cask clients
• Identifying appropriate resource skills and managing resource plans in alignment with the roadmap and budget
• Ensuring that Cask is meeting our contractual obligations through measurement of key KPIs, while tactfully avoiding duties outside the scope of our contractual obligations
• Takes ownership of the overall quality for the services provided by the Cask team
• Supporting all efforts to simplify and enhance the customer experience
• Establishing, tracking, analyzing, and reporting metrics aligned with Client Success goals for client satisfaction and retention
• Establishing a trusted platform advisor relationship with clients and drive continued value of our products and services
• Navigating internal resources on account escalations to drive resolution
• Guiding staff to be self-motivated with the ambition to problem-solve, learn, and create their own mechanisms for resolving issues and, most importantly, communicating effectively with the ability to thrive in a team environment
• Act as an escalation point-of-contact for all account issues
• Ensuring all Cask technical standards and quality control process have been implemented, understood, and executed by the team
• Multi-tasking and solving multiple issues simultaneously in a high stress environment
• Coaching and mentoring teams to ensure personnel are working customer requests as efficiently and accurately as possible in a team oriented professional culture
• Reviewing, enhancing, and establishing standard operating procedures to improve service delivery
• Providing thought leadership and problem-solving input for Cask and our customers, and driving cross-functional relations with all departments at Cask
• Creating a learning organization focused on improving team execution, capability, and morale