Service Delivery Manager

Summary

The Service Delivery Manager oversees key functions that enable the delivery of world-class support services to New Era clients. This role involves managing a team of support engineers, ensuring service level targets (SLTs) are met, and collaborating with other support leadership to improve support processes. The ideal candidate will have a strong technical background, excellent leadership skills, and a commitment to customer satisfaction. The individual will be a champion to the stakeholders, strengthen and build the support delivery organization with the other SDM’s and support leadership, and measure performance with KPIs and Metrics to achieve desired outcomes.

Primary Duties

• Team Management:
  • Lead and manage a team of IT support engineers, including training, mentoring, and performance.
  • Provide guidance and support to the team, fostering a collaborative and high-performance culture.
  • Conduct regular team meetings and one-on-ones to discuss performance, goals, and development.
• Support Delivery:
  • Ensure the timely and effective delivery of IT support services to clients in accordance with SLTs.
  • Monitor and manage the support ticketing system, ensuring issues are resolved efficiently and to the client’s satisfaction.
  • Maintain a high customer satisfaction rating through the delivery of world-class support services.
  • Maintain best practices for support services including Incident, problem, and change Management.
• Client Management:
  • Act as a primary point of contact for client escalations, building strong relationships and ensuring their needs are met.
  • Participate in escalation process by working collaboratively with the escalation team, participating in the on-call escalation process, and prioritizing work appropriately.
  • Address and resolve client escalations promptly and professionally within SLT.
• Process Improvement:
  • Participate in Support Services process reviews to enhance efficiency and effectiveness.
  • Implement and track key performance indicators (KPIs) to measure and improve service performance.

Benefits

• Full Benefits
• Medical
• Dental
• Vision
• 401K match
• 28 PTO Days including company holidays