Service Delivery Manager

* Works on issues of diverse scope where analysis of a situation or data needs evaluation of multiple factors, including a familiarity with current business trends.
* Follows processes and operational policies while selecting methods and techniques for obtaining solutions.
* Acts as advisor to subordinates to meet schedules and/or resolve technical problems.
* Develops and administers schedules, performance requirements.
* May have budget responsibilities.
* Provide leadership to diverse operations teams
* Implement, monitor and provide timely reports to customers on service delivery metrics
* Implement personnel on-boarding, training, and service improvement activities, ensuring systems, methodologies, and procedures are in place and followed by each service team
* Drive internal and client meetings covering delivery performance, service improvements, quality, and processes
* Be accountable for the quality of service and performance; ensure future demand from growth and projects are understood and factored into capacity plans for all associated teams
* Work closely with Business Development and Client Partner teams to support growth, including help with services content for Statements of Work, and development/transition to stronger managed services capabilities
* Works with the SMEs and stakeholders to define the roadmap for any given product and translate this into user stories or RFPs depending on the build decision
* Work closely with Recruiting to develop pipeline and process for hiring strong candidates and interview where necessary
* Further, develop and maintain retention program and incentives for field employee satisfaction
* Manage large projects or delivering the IT components of major projects to time, cost, quality and benefits realisation requirements
* Assimilate, understand and manage problem solving and opportunities recognition in the context of IT Infrastructure and/or application change solution concept, solutioning, design and deployment in a major software services/hardware environment
* Takes ownership for the resolution of highly complex issues and risks that have been escalated
* Leads the collaborative, dynamic planning process – prioritizing the work that needs to be done against the capacity and capability of the team
* Other duties as required. This list is not meant to be a comprehensive inventory of all responsibilities assigned to this position
* Bachelor’s degree (B.S/B.A) from four-college or university and 8+ years’ related experience and/or training; or equivalent combination of education and experience
* Frequently interacts with subordinate supervisors, customers, and/or functional peer group managers, normally involving matters between functional areas, other company divisions or units, or customers and the company.
* Must be able to lead a cooperative effort among members of a project team.
* A track record of successfully delivering a range of complex, high profile IT projects.
* Proven track record of implementing and leading improvements in project lifecycle.
* Able to identify projects at risk and take appropriate action to recover, often working across divisional boundaries.
* Passionate about the IT industry and how new technology can improve business outcomes.
* Strong technical knowledge of enterprise IT, including but not limited to help desk, networking, ticket and incident management, AV/VC, and asset management.
* Strong analytical, organizational, communication and presentation skills.
* Highly adaptable with the ability to effectively manage multiple concurrent work streams.
* Strong business acumen and the ability to provide operational, technical and financial oversight.
* Proven leadership skills with the ability to motivate, lead, develop, direct and position people to work effectively in a team environment.
* Must have the ability to perform office-related tasks which may include prolonged sitting or standing
* Must have the ability to move from place to place within an office environment
* Must be able to use a computer
* Must have the ability to communicate effectively
* Some positions may require occasional repetitive motion or movements of the wrists, hands,…