Position: Service Delivery Manager
The Service Delivery Manager ensures exceptional service quality for our managed services clients. This role leads a team of consultants, establishes best practices, and drives continuous improvement in service delivery. You'll help define team skills, processes, and tools, ensuring efficiency and client satisfaction. As a key member of the management team, you'll contribute to business planning and collaboration.
Key Responsibilities
- Ensure quality, security, and compliance for all clients
- Manage work distribution and ensure timely resolution to customer issues
- Identify trends in reactive support and help drive automation and process efficiencies
- Drive proactive client management and SLA adherence
- Handle ticket escalation and critical issue resolution
- Maintain documentation and compliance standards
- Drive, manage and report on monthly and quarterly Service Desk KPIs
- Manage deployment, maintenance, and upgrades of systems and tools including servers, workstations, operating systems, hardware, software and peripherals
- Support onboarding for new clients
- Support team development and career growth
- Participate in recruitment and selection of new team members
- Review and approve time/expense entries
Qualifications
- Bachelor's degree required
- 5+ years of hands-on leadership experience
- Strong proficiency in Microsoft Office Suite
- Windows OS, Windows Server
- Microsoft administration tools (AD, DHCP, DNS, Group Policy)
- Microsoft Exchange, Citrix technologies
- Backup/DR strategies and system upgrades
- Network infrastructure and protocols (TCP/IP, DNS, DHCP)
- Enterprise hardware (Cisco, Dell, HP)
