We are seeking a Service Delivery Manager who will help our service delivery team identify our client’s needs and ensure the timely delivery of I.T. services to our customers.
Duties and Responsibilities
Develop and maintain a knowledge base of the evolving products and services, and help develop corresponding procedures to streamline service delivery.
Develop, monitor, and enforce KPI’s within the service delivery team.
Develop a deep understanding of overall objectives, role, and functions of each service team member.
Ensure the objectives and requirements are clear and agreed upon by all team members.
Coordinate delivery and implementation of services that meet quality assurance standards.
Assist service team in design and development tasks.
Organize and manage all phases of service delivery to ensure timeliness and effectiveness of services being rendered.
Drive problem investigation and resolution as required.
Ensure that risks are identified, communicated, and mitigated and that services are delivered successfully through to production.
Serve as a liaison between business and technical aspects of service delivery.
Handle customer escalations, inquiries, and complaints.
Assist in training service team on new initiatives, tools, and technologies.
Assist in the recruitment, training, and performance review process of service delivery teams.
Requirements and Qualifications
Bachelor’s degree in computer science, information technology, or related field (or equivalent experience).
Minimum of 5 years’ experience in technical support, sales, and/or systems administration (or equivalent).
Ability to multitask, prioritize, and manage time efficiently.
Excellent verbal and written communication skills.
Creative thinking to a wide variety of challenges.
Ability to handle client escalations and issues appropriately.
Ability to work with minimal guidance or supervision in a time critical environment.
Ability to be flexible and quickly adapt to changing business needs and processes.
Ability to build rapport with clients both internal and external across all roles, titles, and technical levels.
Compensation and Benefits
IT Support Guys offers competitive pay and benefits packages designed to attract and retain the best and brightest. In addition to a competitive base salary that rewards our top performers, we offer unlimited paid time off and excellent benefits including healthy snacks and unlimited coffee to help fuel your creativity.
We also provide a fun work environment where you can be yourself and enjoy a collaborative culture where memes are encouraged.
Equality for All at IT Support Guys
Be yourself. That’s who we’re hiring. Our culture celebrates and supports the difference that makes each of us unique.
IT Support Guys is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, gender, family status (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.