Service Delivery Manager

4 weeks ago

Philadelphia, United States ACS International ResourcesInspiroz Full time

**_Position:_**_ Service Delivery Manager_

**_ Company:_**_ ACS International Resources/Inspiroz_

**_ Location:_**_ Greater Philadelphia Area_

ACS International Resources (ACS) / Inspiroz is seeking a dedicated, detail-oriented Service Delivery Manager (SDM) to join our service delivery management team. As an SDM, you will play a crucial role in leading and ensuring the successful delivery of our IT services to our schools and corporate clients. Working under the supervision of our Senior Director of Service Delivery, you will interact regularly with our remote technical support team, on-site technicians, and various key client contacts.

ACS, parent to Inspiroz, has been providing IT services and consulting for 30 years with great success. Principal offerings today include providing strategic advice, IT infrastructure services, and affordable, fully-staffed 24/7/365 IT support and remote monitoring services. ACS started working with schools in 2012 when KIPP Philadelphia became our first school partner. In 2016, we created Inspiroz to fully focus our work on K-12 education. Inspiroz is unique in that we focus our work on charter schools, and we understand what is needed to create and maintain an IT environment that allows teachers and leaders to drive student outcomes and operational excellence.

Inspired by our core values of: _People Centered_, _Continuous Learning, Find a Way, Good People, A Better World, Lifelong Partners, Team Players and Ambition, _we excel in serving our partners and adapting to their ever-changing technology needs.

**Key Responsibilities**:

- Client Relationship Management
- Participate in required meetings with clients to confirm satisfaction, needs, task, ticket, and project status, using our meeting agenda template.
- Manage service delivery and client relationship with decision makers.
- Team Management and Development
- Lead and manage School (STS) and Business Technology Specialists (BTS)
- Provide delightful customer service and support for our clients.
- Be the key decision-maker in hiring STS/BTS for my team.
- Conduct regular 1:1 meeting to confirm Employee Strategic Plans are on track, coach through technical, process, and people challenges.
- Work with STS/BTS on-site quarterly to assess soft and hard skills.
- Train and enforce each STS/BTS to follow our daily checklists.
- Use ConnectWise and/or other reports as part of day-to-day management to oversee and assure the quality and quantity of workflow.
- Frequently mention and discuss, and be a role model of, Inspiroz culture cornerstones and our Professional Standards.
- Recognize Team Members for positive behaviors and outcomes.
- Occasionally fill-in at a Client site or doing tech work when needed. Additional duties as required.
- Collaborate with Remote MST/Infrastructure/Projects Teams
- Master the use of these tools: ConnectWise, N-able, ITBoost, and BrightGauge.
- Have frequent and ongoing communication and collaboration across all teams.
- Use data to measure and analyze team productivity, workload, tasks, procedural and system performance and provides technical analysis.
- Create and implement procedures and systems across on-site and remote platforms.
- Confirm project work planning happens effectively, efficiently, and on schedule.
- _Knowledge of:_
- ITSM Tools (ConnectWise preferred)
- Windows and MAC O\S knowledge
- Active Directory
- Networking equipment and concepts
- Hardware repairs and installations
- _Skills:_
- Excellent customer service skills
- Excellent leadership skills
- Excellent relationship-building skills
- Excellent verbal and written communication skills
- Extensive knowledge of the IT industry and previous MSP experience
- _Abilities:_
- Ability to consistently communicate with Clients - outward and inward (listening, identifying areas for improvement): End of Week report, status updates, monthly and/or quarterly reviews.
- Ability to communicate technical concepts to technical and non-technical users.
- Ability to adapt and implement new procedures and systems effectively.
- Ability to self-motivate and work independently when required, taking initiative and ownership of tasks.
- Ability to assess own limitations, recognize when to ask for help, and effectively collaborate with others.

**What you will receive**:

- A company dedicated to fostering and maintaining a positive and inclusive company culture.
- An opportunity to make a meaningful impact within the company and be recognized and rewarded for your contributions.
- A company that is committed to continuous improvement while upholding our core principles and values.
- Clear paths for career growth and advancement within the organization, with opportunities to expand your skills and take on new challenges.
- A competitive compensation package with generous benefits and bonus potential.
- Engaging and diverse technical work performed in a dynamic and fast-paced environment.
- Ongoing support for your continuous improvement an

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