Requisition Number: 106619 Location: Onsite in Newport Beach, CA
Schedule: Monday through Friday, normal business hours
Salary: Up to $150,000 per year, plus full benefits
About the RoleThe Service Delivery Manager uses discretion when identifying and responding to complex issues related to their assignments. This role determines when issues should be escalated to a higher level and plans and monitors their own work, as well as the work of others when applicable, within established deadlines.
The Service Delivery Manager interacts with and influences colleagues across the organization. This role may oversee others or make decisions that impact routine work assigned to individuals or project phases. In addition, the role maintains working-level relationships with customers, suppliers, and partners. The Service Delivery Manager collaborates on the analysis of user and customer needs and ensures those requirements are reflected in delivered solutions.
The Service Delivery Manager performs a range of work, including complex and non-routine tasks, in a variety of environments. This role applies a methodical approach to issue identification, definition, and resolution.
Key Responsibilities- Accountable for client delivery, client intimacy, and value realization.
- Accountable for managing, preparing, and delivering service reviews and other stakeholder cadence meetings.
- Accountable for driving continual service improvement through responsible resources.
- Accountable for managing client risks through avoidance or mitigation strategies utilizing appropriate resources.
- Manage account financial performance and provide leadership and direction to address risks and opportunities for improvement.
- Accountable for meeting client obligations by providing leadership and direction to ensure successful delivery.
- Manage client escalations, serving as both an initial point of contact and a senior escalation point.
- Accountable for the client delivery of all standard ITIL practices and provides strategic direction and leadership.
- Consult on contractual changes and serve as a key point of contact for change requests.
- Maintain and develop relationships with service-related stakeholders.
- Matrix-manage internal stakeholders to drive client value.
- Teach, train, coach, and mentor teammates to promote engagement, satisfaction, and career growth.
This list is not exhaustive, and teammates may be required to undertake additional responsibilities as reasonably requested by their manager.
What We're Looking For- Experience working in a matrix-managed services environment, with a proven track record of driving client satisfaction and retention both directly and indirectly.
- Proficiency with Microsoft Office and possession of relevant professional accreditations and/or certifications (ITIL preferred).
- Strong client-facing experience, with the ability to build client confidence, generate enthusiasm, and deliver presentations with professionalism and authority.
- Experience handling complex technical or professional activities in a variety of contexts, including investigating, defining, and resolving complex issues.
Physical Requirements & Environment- Onsite warehouse environment with the ability to stand, walk, and climb stairs for extended periods as required.
- Ability to work in varying temperatures.
- Work may include extended periods of high activity as well as periods of inactivity.
- Occasional overtime and/or weekend work may be required.
Be AmbITiousThis opportunity is not just about what you do today, but also about where you can go tomorrow. When you bring your hunger, heart, and harmony to Insight, your potential will be met with continuous opportunities to develop new skills, earn promotions, and advance your career.
What truly sets us apart are our core values of Hunger, Heart, and Harmony, which guide everything we do, from building relationships with teammates, partners, and clients to making a positive impact in our communities.
Join us today. Your ambITious journey starts here.Posting Notes: Newport Beach || California (US-CA) || United States (US) || IT Infrastructure & Support || None || US - San Diego, CA ||
