The Manager, Service Delivery plans, directs and implements procedures that will assure a high level of customer access and satisfaction. Responsible for the quality and effectiveness of own team and related teams, identifying and resolving technical, operational and team problems. Manages a team of technical employees and/or supervisors. The Manager, Service Delivery is responsible for multiple sites and/or atypically large campuses in high growth/ large revenue producing markets.

The Manager, Service Delivery is the direct support and central point of contact for CyrusOne clients. The Manager, Service Delivery answers and records calls, e-mail requests and alerts from monitoring platforms, resolves client issues, opens and takes ownership of problems and opens changes. The position also handles fulfilling the requests that are phoned or emailed in which consists of non-complex IT tasks. The Manager, Service Delivery is a position that requires both above average management level experience and demonstrated work ethics; acting as a mentor to the team.

Essential Functions:

• Manage team performance and efficiency and make recommendations for process improvements resulting in increased quality of service and customer satisfaction.
• Provide technical direction, develop and implement procedures and procure tools pertinent to the effective and efficient operation of the service delivery team
• Monitor programs and procedures to ensure on-time delivery, customer satisfaction and consistency - escalate concerns and customers satisfaction risks
• Maintain a 24 x 7 service delivery team - ensure adequate staffing levels at all times
• Investigate customer concerns about service, timeliness or quality
• Oversee training and development of service delivery team

• Monitor daily team performance to ensure quality results are being delivered - establish and manage key performance metrics / dashboards for the team

• Ensure shipping and receiving operations are secure and operating in an accurate, efficient and timely manner

• Assist team with overflow work related to customer implementation tasks and tasks as defined in the service delivery company product offering; including but not limited to: tape rotations, Ethernet and fiber installs / troubleshooting and testing, cage construction, and shipping and receiving
• Ensure team knowledge of and compliance to OSHA / safety standards
• Control costs to ensure maximum profitability of service delivery product offering
• Ensure client communications / interactions are professional and shift turnover is clearly communicated

• Oversee supply management to ensure timely availability

• Maintain up to date service delivery procedural manual / MOPS and SOPS
• Participate in 24 X 7 X 365 rotation as needed
• Build circuits in online database network management tool, perform circuit audits and assist in special projects as required.
• Work with individual team members to establish S.M.A.R.T goals for annual review performance cycles
• Perform weekly pay cycle and hourly commits for the team members that reside under the position

U.S. Citizenship may be required for this position pursuant to a government contract requirement and/or for security clearance reasons.

Minimum Requirements:

• Vendor Management experience
• Demonstrated desire to provide the highest levels of customer service
• Cheerful and enthusiastic attitude

• Excellent oral and written communication skills
• Excellent problem solving, decision-making skills
• Ability to develop and document procedures and train other personnel
• Must be able to work with people at all levels internally and within the team environment

• Ability to manage multiple projects and shifting workloads in a fast-paced environment
• Knowledge of Visio, AutoCad a plus
• Strong computer skills and working knowledge of Microsoft Products: Excel, Word, Power Point, Outlook and SharePoint
• Willingness to adjust hours as required by the business to include being onsite for extended hours during emergency situations such as hurricane
• Previous experience in managing 5 or more members of a non-localized team
• Ability to manage multiple sites within driving distance of each other on a same day travel basis
• Ability to train members of the team bringing them up to speed with technical details as quickly as possible
• Strong ability to consult customers on new implementation stages within their environment
• Prior experience demonstrated within Service Delivery Technician I, II, or III levels is a plus

Experience/Skills: 6+ years customer service experience in a technology company and/or 10+ years technical experience in a customer-centric company

Education: Minimum education requirement of High-School diploma or GED equivalent. College degree preferred but will consider applicants with equivalent work-related experience

Work Environment and Physical Demands:

• May involve lifting of equipment and supplies (up to 50 pounds).
• Considerable walking, bending and standing.
• Must be able to accomplish all physical requirements and activities applicable to the role.

Certifications: None