IT Service Delivery Manager

3 weeks ago

Des Moines, United States Pomeroy Technologies, LLC. Full time
Job DescriptionJob Description

The onsite Service Delivery Manager is responsible for making sure that services are seamlessly delivered to our client. The individuals selected to fill this role oversee a variety of tasks, such as leading project teams, rectifying reliability issues, monitoring progress, and managing budgets. The Service Delivery Manager plays a vital role in fostering the client experience by ensuring the smooth delivery of superior services that meet and exceed customer expectations. One of the key responsibilities to ensure that service delivery and service support processes are on track for the consistent delivery of an elevated level of client service in an effective and cost-efficient manner. This individual filling this role will participate in weekly, monthly, and quarterly meetings with stakeholders providing the stakeholders with accurate reports regarding performance of the service delivery. The Service Delivery Manager will work in collaboratively with the Program Executive and client POC to drive for Continuous Service Improvement (to identify process advancements and technology opportunities to enhance service delivery and client satisfaction). The Service Delivery Manager will be responsible for building strong relationships with teams and stakeholders to enable effective dialogue exchange between departments. The Service Delivery Manager will be responsible for managing finances and budgets while also determining ways to reduce costs without sacrificing customer satisfaction.

Requirements:

  • Bachelor's degree in Business Administration, Finance, Project Management, or a closely related field.
  • 5+ years' experience in Customer Service, Management, and Logistics may be advantageous.
  • Familiarity with MS Office Suite
  • Strong customer service, project management, and quality control skills.
  • Strong resource planning skills.
  • Strong attention to detail is required.
  • Excellent verbal and written communication skills
  • Excellent customer service skills
  • Strong leadership skills
  • Ability to work well in a team environment.
  • Strong organizational skills
  • Strong time management skills
  • Strong planning skills
  • Strong ability to manage client expectations within the structure of the contractual agreement.

 

For over 40 years, Pomeroy has enabled technology that enhances and empowers people in the workplace.

Today we partner with our clients to help them transform from a "one size fits all" delivery model to a personalized human experience that is a differentiator and the key to delivering digital transformation and better business outcomes. It is all about delivering an exceptional experience, one that is simple, intuitive, and secure -- anytime, anyplace and from any device. Our workplace is no longer a physical location or workstation, it is the place where a person can work at any given time with full capacity to do their job productively and effectively.

We deliver that experience by connecting the dots between people and their applications, across a network that is intuitive and automated to where the applications live, today that is in a hybrid IT environment, on premise and in the cloud, with security an integral part of everything we do. We provide managed IT services to support our clients from our locations throughout North America, Latin America, and Europe. Our service delivery model combines monitoring, prevention and resolution in an approach that is always aware, proactive, and responsive.

Our field engineers support more than 50,000 sites across North America alone and respond to more than three million incidents and user requests annually covering two million desktops, laptops, smartphones and tablets, servers, printers, and other peripherals.

Our expertise connecting the workplace, network and hybrid IT is industry recognized, including Gartner recognition for over 17 years as one of a select few who can deliver agile, quality Managed Workplace Services. And although technology and innovation are key ingredients in our solutions, our people are our greatest asset. Over 3,000 highly motivated and diverse, dedicated to supporting our 700+ clients, from midsize organizations to large, well-known US and global brands, 15 in the Fortune 500.

 

Expectation is that this Manager will be working to multiple clients and be physically on-site each day at one of the customer locations.

Company DescriptionPomeroy is a global provider of technology solutions and services designed to keep businesses and their workforce always connected, always secure, and always working. Our team of 2000 professionals advises, deploys, monitors, manages, and recruits talent for more than 50,000 client locations across North America and Europe.

Our decades of experience walking alongside our clients have earned us lasting relationships and high satisfaction ratings.Company DescriptionPomeroy is a global provider of technology solutions and services designed to keep businesses and their workforce always connected, always secure, and always working. Our team of 2000 professionals advises, deploys, monitors, manages, and recruits talent for more than 50,000 client locations across North America and Europe. \r
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Our decades of experience walking alongside our clients have earned us lasting relationships and high satisfaction ratings.

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