Service Delivery Manager

Found in: Appcast US C2 - 2 weeks ago

Atlanta, United States eXcell Full time

At eXcell, you’re more than just a number. Our employee relationship managers support you throughout your engagement, providing career guidance and reemployment assistance. Join eXcell
 
Our client has a new opportunity for a Service Delivery Manager to join their team onsite in Atlanta, GA. This resource will be directly accountable for some or all Delivery Services (shared, remote and / or dedicated) and delivery cost to the Program Director. This individual will also represent and be accountable for all Delivery Services such as New Solutions, Acct Expansion, Projects, Transitions / Transformations, implementation of new services and operations (and all associated account management services, e.g., SLAs, CSATs, Cost, Forecast, reporting, trends) to the assigned Program Directors while acting as the single point of ownership for delivery.
 
Duties and Responsibilities:

  • Accountable for all delivery cost, growth support and contribution to Gross Margin $

  • Proactively manages service level achievement and financial performance

  • Drives customer satisfaction measured via Net Promoter Score (NPS) and CSAT Surveys

  • Performs account governance activities including lead QBR and MBRs; strategic road mapping in partnership with Program Directors

  • Aids the Program Directors in driving account plans and incremental growth through projects, adjacency, and accretive opportunities

  • Provides leadership to associates and manages any personnel or discipline issues

  • Contributes to hiring and terminations as needed. Oversees all personnel administrative duties, such as weekly timekeeping, vacation scheduling, performance evaluations, annual reviews, etc.

  • Provides training, coaching, and counseling to direct or matrix subordinates for continuous improvement

  • Provides input to other matrix management on performance of assigned staff

  • Expertly manages Service Delivery and client escalations

  • Implements new tools and capabilities

  • Partners with Program Director and customer to drive adoption

  • Manages and oversees multiple project / transition efforts simultaneously across their client(s)

  • Instills a culture of continuous improvement, innovation, and customer focus

  • Works closely with the Product Development teams, providing feedback for new requirements and feedback into the roadmap and release plans for delivery capabilities
     

Skills and Qualifications:

  • Degree preferred or equivalent technical capabilities / certifications in IT

  • Minimum 3 to 7+ years of comparable experience

  • Good problem solving, organizational, and analytical skills, with the leadership ability to gain buy in or acceptance in regard to change

  • Adaptability to a changing environment and ability to flex communication style as appropriate

  • Attention to detail, with a focus on interpreting results from data available

  • Problem solving capabilities, which includes using several methods to help diagnose the opportunity with general focus on operational efficiency

 
 
 
Full COVID-19 vaccination may be required.
 
We offer a comprehensive benefit package that you can elect into including but not limited to: Health Insurance (Medical, Vision, Dental), 401k, Basic Life/AD&D, Supplemental Insurances Plans, Paid Time Off Plan, Paid Holiday, Paid Sick Leave plan, FSA/HSA Pre-Tax Benefits, Employee Discounts.
 
W2 only, no Corp to Corp. We are unable to sponsor H1B visas at this time. **eXcell™ Supports Equal Employment Opportunity** eXcell™, a division of CompuCom® Systems, Inc., a global company headquartered in Bellevue, Washington, provides IT staffing services and solutions to Fortune 1000 companies as well as small and medium business. For more information, visit www.excell.com.

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