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Service Delivery Manager

2 months ago

Boston, United States R3 LLC Full time

Our Team is looking for a Service Delivery Manager (SDM) with the experience and leadership capabilities to manage IT technicians and engineers supporting R3 Managed Services clients. The SDM is responsible for the day-to-day delivery of services to clients and ensuring that processes and procedures are developed and implemented for effective and efficient support of clients. The SDM role will be vital in boosting end user experience by ensuring the smooth delivery of services that meet and exceed client expectations and R3's contractual commitments.

Primary Position Tasks:

  • Performing root cause analysis (RCA) of deviations from expected results, and developing, with the Services Delivery Team, action plans resulting from RCA, audits, or other activities under the Service Level Agreements (SLAs) reached with clients
  • Leading, coaching, and potentially managing dedicated service desk team made up of Tier 1 thru Escalation analysts operating both on-site at the customer location or remotely
  • Evaluating the current help desk state to make recommendations and implement improvements
  • Developing, documenting, and refining service operating processes, standard operating procedures, and knowledge base (KB) materials to drive improvements for more effective and efficient delivery
  • Monitoring, measuring, and reporting on performance against SLAs and key performance indicators (KPIs)
  • Delivering scheduled and ad-hoc service reporting to management and clients
  • Assisting with managing IT projects that leverage delivery staff including Professional Services Staff
  • Managing client escalations and satisfaction related issues
  • Providing guidance to direct reports, both first line manager and delivery-oriented employees
  • Serving as an escalation point within R3 management for clients of Managed Services and resolving escalated issues in accordance with the R3 escalation procedures
  • Distilling priorities and ensuring that goals for business operations, procurement, asset management and customer facing functional areas are clearly communicated to the team and leadership
  • Working across functions with peers in other accounts to ensure completion of shared goals
  • Interacting with senior management for reporting, strategy development and execution planning
  • Reviewing monthly charges and invoices to assure the accuracy of service fees and other charges including accurate pass-through expenses
  • Reviewing and providing input on any amendments or planned changes that impact services
  • Other duties as assigned
  • Frequent travel in the local area and surrounding suburbs will be required


Qualifications:

  • BS Business Administration, Computer Science, Engineering or other technical degree or equivalent experience
  • Previous technical support and experience in IT infrastructure with focus on Service Delivery, Network, Cloud Computing, Unified Communications, and Cyber Security
  • Experience with ServiceNow best practices and reporting
  • Knowledge of ITIL framework
  • 5 years of management experience

Knowledge, Skills, and Abilities:

  • Experience leading both physical and virtual teams
  • Ability to drive strategic direction and initiatives
  • Proactive mindset
  • Strong decision-making skills
  • Experience in dealing with third party-provided products and services
  • Hardware and Software Asset management and procurement expertise
  • Strong organizational skills
  • Capacity to train and guide junior team members

Why join our winning team?

  • Competitive wages to reflect your experience and skills.
  • Comprehensive medical, dental, and vision insurance plans to keep you and your family healthy.
  • 401(k) with company match to help you plan for the future.
  • Flexible time off policies to ensure you maintain a healthy work-life balance.
  • We offer many remote opportunities, allowing you to work wherever you want.
  • We are committed to creating a positive impact on society and contributing to a better world--we're involved in our community and encourage our employees to do the same.
  • We are reshaping the industry and the way it thinks about technology and service.
  • We strive to be better and encourage our employees to do the same by offering training incentives and bonuses to help you and your career grow.
  • The opportunity to be a part of an amazing team.


Compensation details: 100000-120000 Yearly Salary



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