Manager, Service Delivery

3 weeks ago

Chicago, United States Nitel Full time
Job DescriptionJob Description

Nitel is a leading Managed Service Provider specializing in secure, flexible Network-as-a-Service (NaaS). Our software-driven approach empowers businesses with cutting-edge network architectures, optimizing performance and security. We value collaboration and thrive in a fast-paced environment where open communication is key. Join us

the position

You are responsible for the management of a team of Client Project Managers who are responsible for the timely and successful implementation of new and updated services. Success will be measured via service delivery metrics [KPIs], customer satisfaction [NPS], team management and development, capability, and capacity management, and championing operational excellence via Nitel’s Core Values. You lead with a customer lens, ensuring that the service delivery architectures and infrastructure enable and support the overall customer experience.

You manage and support your team to complete orders and provide communications as per Nitel’s documented processes and work to continually improve the process. You will address all customer escalations for the team and will work cross-functionally to provide a positive and seamless customer experience. You stay current and relevant with the Nitel product offerings, collaborate with peers across Nitel to identify and implement improvement initiatives, and bring innovative thinking to the team.

your playbook

  • Deliver accurate, timely and relevant updates to key stakeholders regarding implementation issues, key metrics, and customer and/or partner requests.
  • Maintain a clear view of the team’s assignments and responsibilities to effectively manage workload.
  • Proactively monitor the team’s performance, create meaningful goals to help direct reports advance along their desired care paths, and provide additional mentorship/training as needed.
  • Collaborate with internal stakeholders and establish business critical system KPIs and monitor, track, report and modify plans, as appropriate, to deliver high levels of service and support.
  • Conduct regular service delivery reviews, leveraging operational dashboards and analytics to understand areas of service excellence and service gaps; proactively identifying and implementing appropriate actions to address service gaps.
  • Develop trusting partnerships with key stakeholders across all business segments.
  • Serve as an escalation point for critical business service delivery related matters.
  • Monitor and adjust service delivery processes to ensure service level agreements (SLAs) are achieved.
  • Proactively solicit and action customer feedback to improve service levels, productivity, and customer satisfaction.
  • Mentor and grow a team of high-performing client project managers.
  • Provide guidance and structure for new hires and team training on new products and/or delivery methods
  • Identify and help drive process improvements and efficiencies, including back-office activities and service delivery via process standardization, process automations, and work centralization.

skills you bring to the field

  • Bachelor’s Degree in a related discipline, or equivalent experience.
  • 10+ years of telecom, technology, and related management experience
  • At least 3 years of experience working with cross-functional teams and staff of all levels including managed service providers.
  • Excelled Customer skills, demonstrated ability to put customer first, effectively communicate and empathize with customer needs.
  • Strong business partnership and collaboration skills
  • Strong servant leadership skills - natural behavior of affiliative, visionary, coaching
  • Excellent verbal and written communication skills
  • Proven analytical and decision-making skills
  • Operational focus with a continuous improvement and innovative mindset
  • Business acumen/insight
  • The ability to be a change agent

our rally cry

  • Put Customers First
  • Think as an Owner
  • Win as a Team
  • Act with Integrity
  • Be Better Every Day

  • Program/Service Delivery Manager

    3 days ago

    Chicago, United States latitude Full time

    Job Title: Program/Service Delivery Manager Location: Chicago, IL Salary: $120,000 annually Job Overview: We are seeking a dynamic and experienced Program/Service Delivery Manager to join our team in Chicago, IL. This role requires a hands-on leader who will be based on-site at our headquarters, managing and enhancing our communication and collaboration...

  • Engineering Manager, Service Delivery

    3 days ago

    Chicago, United States Ocient Full time

    **Engineering Manager, Service Delivery** at Ocient Chicago, IL (Remote) We're building a world class team dedicated to improving our product and customer experience with every interaction. The Ocient team consists of highly technical engineers, and understanding the end-to-end development, sales, and delivery cycle is key to adding unique value to the...

  • Product Delivery Manager Currency Services, Vice President

    2 weeks ago

    Chicago, United States JPMorgan Chase & Co. Full time

    Shape the future of product delivery while crafting solutions that enhance and optimize customer experiences. Lead end-to-end processes, manage dependencies, and liaise with stakeholders as part of a team at the forefront of innovation. As a Product Delivery Manager in Commercial Banking Solutions, you work to enhance and optimize the way products are...

  • Friendly Meal Kit Routes Drivers Needed

    7 hours ago

    Chicago, United States Dragonfly Delivery Full time

    Dragonfly Deliveries is looking for exceptional individuals to deliver prepared meals for residents of the Seattle - Bellevue area. Most deliveries happen Sunday through Friday and occur between 2:30pm and 7 pm. 100% on time delivery is required..The better your availability, the more opportunities that are available and only take orders that fit into your...

  • Rvp, Service Delivery Central Region

    7 hours ago

    Chicago, United States ViaPath Technologies Full time

    Overview: RVP, Service Delivery will be assigned the Central Region. Position will be remote based in one of the following states with a requirement to travel to customer sites as needed. Must be based in one of the following states: OH, MI, IN, IL, WI, MO, IA, MN, LA, TX, OK, KS, NE, SD, ND **Responsibilities**: - Ensures quality service and operational...

  • Associate Delivery Manager

    2 weeks ago

    Chicago, United States C3 Full time

    **Associate Delivery Manager** at C3 AI New York, NY; Houston, TX; Redwood City, CA; Atlanta, GA; Chicago, IL C3 AI is seeking a highly-skilled individual with experience in managing the delivery of complex enterprise software and AI project deployments, with a track record of driving tangible business value and outcomes for customers. Expertise and...

  • Senior Manager, HR Shared Service Delivery

    1 week ago

    Chicago, Illinois, United States McDonald's Corporation Full time

    Job Description The Senior Manager, HR Shared Service Delivery (Learning) will support the Global Service Transition Lead in the implementation of the HR Service Delivery Model and stand up of Global People Experience Contact Centers that deliver an enhanced employee experience.  Through collaboration with internal and external partners including HR...

  • Senior Manager

    1 week ago

    Chicago, Illinois, United States McDonald's Corporation Full time

    Job Description The Global Service Transition Manager (Tier 1 Service Delivery) will support the Process and Delivery Lead in the implementation of the HR service delivery model and stand up of Global People Experience contact centers that deliver an enhanced employee experience.  Through collaboration with internal and external partners including HR...

  • Project Manager-Power Delivery

    2 weeks ago

    Chicago, United States Stantec Full time

    Join a team that has been partnering with our clients for more than 100 years to improve the quality of life around the world. When it comes to hydropower, power delivery, dams, locks, and navigation projects, we design with the next generation in mind. We operate with the strength of a $3B company paired with the agility of a specialized energy group, to...

  • Service Manager

    3 days ago

    Chicago, United States Eclaro International Full time

    **Service Manager** **Job Number: 22-01028** Use your skills where innovative technology solutions begin. Eclaro is looking for a **Service Manager** for our client in **Chicago, IL.*** Responsible for the full suite of Service Management functions for the newly acquired clients business. * The goal of the team is to oversee and input into processes that...

  • Project Manager

    5 days ago

    Chicago, United States CDW Full time

    Key Areas of Responsibility - Uses experience, skillset, and methodologies to understand the customer’s end goals and provide a consultative approach to ensure that the solution provided is appropriate for the customer’s overall outcome and strategy. - Acts as a trusted consultant to your project team in all matters related to project delivery, CDW...

  • Media Delivery Manager

    3 weeks ago

    Chicago, Illinois, United States Epsilon Full time

    Job Description About This Role: The Media Delivery team is responsible for operating our cutting-edge technology platform, making real-time media investment decisions to drive client campaign performance and returns on ad spend. The team manages multi-million dollar budgets, ensuring that the right message is delivered to the right consumer at the right...

  • Digital Learning Delivery Manager

    6 days ago

    Chicago, United States American Planning Association Full time

    Position SummaryThe American Planning Association (APA) is a professional organization dedicated to advancing the field of urban and regional planning. We are actively seeking an experienced and forward-thinking individual to join our team as a Digital Learning Delivery Manager. This role will be responsible for collaborating with team members, Subject...

  • Digital Learning Delivery Manager

    1 week ago

    Chicago, United States American Planning Association Full time

    Position SummaryThe American Planning Association (APA) is a professional organization dedicated to advancing the field of urban and regional planning. We are actively seeking an experienced and forward-thinking individual to join our team as a Digital Learning Delivery Manager. This role will be responsible for collaborating with team members, Subject...

  • Digital Learning Delivery Manager

    7 days ago

    Chicago, Illinois, United States American Planning Association Full time

    Position SummaryThe American Planning Association (APA) is a professional organization dedicated to advancing the field of urban and regional planning. We are actively seeking an experienced and forward-thinking individual to join our team as a Digital Learning Delivery Manager. This role will be responsible for collaborating with team members, Subject...

  • Digital Learning Delivery Manager

    5 days ago

    Chicago, United States American Planning Association Full time

    Position SummaryThe American Planning Association (APA) is a professional organization dedicated to advancing the field of urban and regional planning. We are actively seeking an experienced and forward-thinking individual to join our team as a Digital Learning Delivery Manager. This role will be responsible for collaborating with team members, Subject...

  • Client Services Manager

    2 weeks ago

    Chicago, United States Pinkerton Full time

    Job Summary: The Client Services Manager supports the client's experience and relationship with Pinkerton within their assigned geographical region. The manager will provide optimal client experiences, business acumen, quality control excellence, and administrative oversight. This position will have a hybrid work schedule (remote/client locations) from...

  • Enterprise Delivery Manager

    4 weeks ago

    Chicago, Illinois, United States The Lactation Network Full time

    Are you passionate about revolutionizing healthcare? Are you a collaborative builder who thrives on thoughtful, high-impact work? Are you driven to change the standard of care in women's health?The Lactation Network is hiring an Enterprise Delivery Manager. The Enterprise Delivery Manager will report to the Director of Enterprise Management and work with...

  • Client Delivery Lead

    7 days ago

    Chicago, United States Entelli Consulting Full time

    POSITION: CLIENT DELIVERY LEAD LOCATION: CHICAGO, IL TYPE: REMOTE/HYBRID Our direct client, a successful global software platform organization is in need of a Client Delivery Lead with QSR experience. Purpose The Client Delivery Lead is a core role that will ensure the delivery of implementation and support services to their clients across the United States....

  • Client Delivery Lead

    3 days ago

    Chicago, United States Entelli Consulting Full time

    POSITION: CLIENT DELIVERY LEAD The following information provides an overview of the skills, qualities, and qualifications needed for this role. LOCATION: CHICAGO, IL TYPE: REMOTE/HYBRID Our direct client, a successful global software platform organization is in need of a Client Delivery Lead with QSR experience. Purpose The Client Delivery Lead is a...