Service Delivery Manager

4 weeks ago


Miami, Florida, United States Relentless Solutions Full time
Job Title: Service Delivery Manager

We are seeking a highly skilled Service Delivery Manager to oversee our service delivery operations. The ideal candidate will have extensive experience with ConnectWise PSA and a proven ability to manage a diverse and mostly remote team to help deliver exceptional service to our clients.

Key Responsibilities:
  • Lead our team of engineers and technicians to deliver outstanding IT services to our clients, ensuring that service level agreements (SLAs) are properly defined and met or exceeded.
  • Act as the primary point of contact for our Client Success team and bridge technical gaps during meetings with clients, building strong relationships and ensuring that their needs are being met by encouraging open communication within our team as well as with our clients.
  • Utilize ConnectWise PSA to streamline and optimize service delivery processes. Work with our internal teams to refine and improve the PSA processes already in place.
  • Develop and implement strategies to improve service delivery efficiency, including automations, the use of AI-based tools and metrics.
  • Conduct regular service delivery reviews with Engineers and Technicians to maximize utilization and recommend training, growth strategies, establishing goals and metrics for each.
  • Manage ticket and project service delivery budgets, ensuring that costs are controlled and aligned with revenue and profitability targets.
  • Stay current with industry trends and best practices in IT service management, and continuously improve our service delivery processes.
Qualifications:
  • Extensive experience with ConnectWise PSA
  • Knowledge of other PSA tools such as Hudu, Liongard, and others would be ideal
  • Proven track record in service delivery management
  • Strong leadership and communication skills
  • Ability to work in a fast-paced, dynamic environment
  • Excellent problem-solving and decision-making abilities
Company Overview:

Relentless Solutions is a Value-Added Reseller, Managed Service Provider, and Consultancy providing Point of Sale, Inventory Control, CRM and Accounting solutions to Small and Medium Businesses. Our offerings also include on-site and remote managed IT services, Cloud Infrastructure, Networking, Telephony, Bandwidth, Business Continuity, and Email/Collaboration solutions. We are known for overcoming technology challenges while delivering exceptional client experiences.



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