Service Delivery Manager

11 - 15 years experience  • 

Salary depends on experience
Posted on 05/22/18
San Francisco, CA
11 - 15 years experience
Salary depends on experience
Posted on 05/22/18

Summary

We are looking for an experienced Service Delivery Manager to join our team for a San Francisco headquartered client, responsible for service delivery, people care, and building the business for this client.

The candidate will have a proven track record of excellent people care experience as well as IT infrastructure service delivery. This position is a client facing role and requires that you establish and satisfactorily manage client and employee expectations. The role requires leadership, strong ability to multi-task, prioritize, communicate, and direct very diverse set of teams.

Additionally, this role will be involved in back office responsibilities to support on-going and new business opportunities. 

Responsibilities

  • Create and document training materials / processes as needed
  • Ensure that SLAs and daily deliverables are met across clients
  • Hold regular team meetings to discuss current initiatives team performance
  • Hold 1:1 meetings to develop strong working relationships with all team members
  • Manage remote team members
  • Drive continuous improvement towards delivery excellence (e.g. evaluate results against metrics; recommend or implement changes to improve delivery practices/processes)
  • Managing People care (interview, hiring, managing, coaching, terminating)

Qualifications

  • Ability to think and work independently
  • Excellent written and oral communication skills
  • Strong interpersonal and customer service skills
  • Flexibility to work outside the job description as needed
  • Extensive experience working in a team-oriented, collaborative environment
  • Advanced knowledge of IT infrastructure environments and support
  • Self-starter with keen attention to detail
  • Ability to effectively prioritize and execute tasks in a high-pressure environment
  • Ability to travel as needed to troubleshoot, train or support techs within the region
  • Ability to create quarterly business reviews - data compilation, deck preparation, message consistency and client collaboration

Preferred Education/Experience

  • 5+ years experience leading technical teams in a highly matrixed environment
  • Advanced knowledge of IT infrastructure
  • ITIL / Service Management Process


Desired Skills

PMP, ITIL or other project management certifications will be a plus

Not the right job?
Join Ladders to find it.
With a free Ladders account, you can find the best jobs for you and be found by over 20,0000 recruiters.