Service Delivery Manager

Role Description:

Service Delivery Managers oversee a technical support team, facilitate meetings, and ensure that Executech’s products and services satisfy clients. They use strong communication skills to encourage teamwork and motivate team members. They also use strong interpersonal skills to build relationships with clients. They have strong leadership skills and are knowledgeable about information technology.

As a Service Delivery Manager (SDM) in Executech’s PNW region, you will play a significant role on the management team and be responsible for overseeing the day-to-day operations of a Service Delivery Team (SDT) to ensure that it runs effectively, efficiently, and profitably. You will lead a team of IT professionals in serving a designated client base, implementing best practices, and optimizing the Service Delivery Team’s resources and processes to derive maximum value for each client and for our organization. You will be an on-the-ground leader in the PNW Region, which means responsibility over the development of employees on the team, developing and maintaining a strong culture that aligns with Executech’s mission, vision, and values, and being the face of the Service Delivery Team for clients and for internal partners. You should operate like a technical business leader, driving operational excellence that helps deliver employee success, client success, and business success.

Responsibilities:

Responsibilities include but are not limited to:

Leadership/Management

· Lead/Manage/Administer the Service Delivery Team, including fostering positive employee relationships through quality communication, training, coaching, and mentoring.

· Utilize leadership and management principles to enhance internal and external team dynamics.

· Ensure Company/Region/Team goals are met. Motivate and empower team members.

· Honor and enforce company policies, procedures, and deadlines.

· Ensure that team members are familiar with IT service delivery processes and best practices, offering/facilitating training as necessary.

· Maintain a friendly, willing-partner attitude towards co-workers and teammates.

· Effectively communicate and successfully coordinate between departments.

· Partner with Professional Services, Security, Cloud, Marketing, Sales, Client Success, Operations, Finance, Administration, and Training to help each department be successful and, thus, reinforcing the Service Delivery Team’s overall success.

· Participate in company/region/division/team meetings, trainings, and activities. Continue to learn and improve in the knowledge of Executech’s products and services to be a greater asset to the business and a more valued consultant to clients.

· Serve on the PNW Leadership Team to help identify, discuss, and solve for issues/needs.

· Partner with GM, Director and senior leaders to guide Service Delivery Team culture, implement initiatives, pass down HQ/GM direction, etc.

· Set performance goals, conduct regular performance evaluations, and facilitate professional development for team members. Perform weekly 1:1’s with each team member.

· Work with your team to ensure proper time management and billing.

Technical Expertise:

· Will be one of the Tier 3 escalation points of supporting for the PNW Region.

· Possess strong technical knowledge and understanding of the managed services offered by the MSP, such as network infrastructure, cloud computing, cybersecurity, data management, etc.

· Provide technical guidance and support to team members, troubleshooting complex issues, and ensuring effective problem resolution.

· Stay up to date with industry trends, emerging technologies, and best practices related to managed services.

Culture

· Foster a positive team culture, encourage collaboration, and resolve conflicts or issues within the team.

· Promote a culture of high performance, ownership, and integrity.

· Strengthen Executech core values, holding others accountable for core value alignment and impact on team dynamics.

SDT Operations

· Manage day-to-day SDT Ops and productivity, utilizing strategies to optimize service delivery, improve efficiency, and increase profitability.

· Facilitate team morning huddles.

· Manage team ticket backlog on ConnectWise Board, setting daily and weekly backlog goals.

· Load balance ticket backlog and other tasks across all team members and effectively delegate.

· Manage the team schedule/calendars.

· Maintain a safe and efficient work environment.

· Direct implementation of new technology and solutions within the team unit and for clients.

· Collaborate with Director of Service Delivery on internal and client IT/software stacks.

Performance Monitoring/Reporting

· Organize and oversee Service Delivery Team reporting, analyzing data and identifying trends, to help drive deliverables and desired results at all levels.

· Keep track of the SDT’s performance metrics (scorecard) and perform quality controls, identifying areas for improvement, and developing plans to address them.

· Prepare and manage reports on SDT operations, performance, and other key metrics (scorecard), and communicate to the team and leaders, including during the weekly L10 meeting.

· Monitor/manage client hours utilization and consult with clients on consumption trends, including preemptively gaining approval for excess usage beyond agreement.

Service Delivery / Client Success

· Oversee the delivery of managed services to clients, ensuring high-quality and timely service delivery according to agreed-upon Service Level Agreements (SLAs). Provide client communication and consultation, serving as the face of the Service Delivery Team. Always set proper expectations.

· Ensure successful delivery of services while meeting/exceeding defined client expectations.

· Establish fully engaged clients and ensure they are getting the value they expect throughout the entire client life cycle.

· Grow and maintain positive relationships with client POCs. Make sure the client is confident they have access to the SDT Manager for escalation of tech issues, concerns, or kudos of staff, etc.

· Focus on the big picture without leaving everyday details behind.

· Partner in/conduct regular Technical Business Reviews for each client in the Service Delivery Team’s portfolio, uncovering and delivering insights, spotting opportunities and threats.

· Collect, analyze, and use data from every client interaction to ensure their Executech experience is a seamless, consistent whole that’s moved from reactive mode to proactive stance.

· Perform on-site visits to client offices.

· Anticipate client needs and plan in advance, increasing the odds that the client succeeds with the Service Delivery Team/Executech as their IT Department.

· Partner in project architecture/scoping/planning/delivery.

· Research and develop new solutions and products per IT Roadmap process.

· Partner in new client onboardings to Executech IT Services, introducing Service Delivery Team and ensuring seamless network transition.

· Oversee the thorough creation and maintenance of client technology documentation.

· Identify trending and client success issues among tickets and communicate to CSM team.

· Ensure client retention by monitoring client health and being the first line of defense for client technical concerns. Help manage financial disputes/credits in partnership with Finance, Operations, Client Success, etc.

Growth Objectives

· Coordinate with region/department leaders and SDT members to support execution of PNW’s growth efforts, both external and internal.

· Collaborate with Sales and CSM teams on sales engineering opportunities and tasks.

· Consult with clients by helping them see around corners and continually smart proof/upgrade their IT to ensure uptime, increase productivity, and help meet their business objectives.

Perform other duties or special projects as required or as assigned by Director of PNW IT Services or GM.

Skills/Minimum Requirements

· Embodies Executech’s core values: People – Passion – Commitment – Grit – Growth

· Has aptitude, natural ability, and thorough understanding of the job to execute responsibilities.

· Will go the extra mile to get the job done. Energized by challenges and obstacles.

· Possesses the emotional, intellectual, physical, and time capacity to perform the job.

o Humbly confident and self-aware. Empathetic.

o Able to do critical thinking and solve complex problems. Able to predict, prioritize, and plan. Able to conceptualize, strategize, and systematize how best to do things while orchestrating human resources.

o Has stamina, energy, and tenacity to do what it takes.

o Self-disciplined to use time effectively. Able to structure, prioritize, and organize to optimize their time.

· Experience leading and managing employees.

o Must be an effective leader, able to motivate and guide others, build strong relationships with staff, and foster a positive and productive work environment.

· Excellent multitasking, problem-solving, and communication/consultation skills.

o Must be able to manage multiple tasks and competing priorities, prioritize effectively, and manage their time effectively.

o Must be able to identify problems, develop and implement solutions, and make sound decisions that are in the best interest of the organization.

o Must have excellent communication/consultation skills, able to communicate effectively with staff, management, and clients, as well as present complex information in a clear and concise manner.

· Excellent analytical, process improvement, and strategy skills.

o Must have strong analytical skills, able to analyze data and information to make informed decisions, identify trends and patterns, and measure performance.

o Must be able to identify opportunities for process improvement and develop and implement solutions/workflows to increase Service Delivery Team efficiency and effectiveness.

o Must have a strategic mindset, able to see the big picture and develop plans and strategies that align with the organization’s goals and objectives.

· Solutions-oriented mindset; forward thinking.

· Detail-oriented and organized with ability to flex; nimble/agile.

· Business processes and functions knowledge with a solid understanding of Executech’s products/services.

· Ability to meet/exceed expected throughput and goals of the organization.

· Trained and/or experienced in conflict management and resolution.

· Experience in Client Success / Customer Service.

o Must have a strong client focus, able to understand the needs and expectations of customers and develop strategies to meet and exceed their expectations.

· Experience in Information Technology / Networking.

· College degree or equal job experience.

*A company car is provided with a valid driver’s license. This is a hybrid position; our office is located in Seattle-(Ballard)*

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