Service Delivery Manager

Job Title: Service Delivery ManagerJob Type & Location: Full-time, United States. JOB DESCRIPTION:Currently, reputed company is searching for a Service Delivery Manager to add to our fast-growing Managed Services Delivery team. Successful candidates have a demonstrated history and the gravitas to truly partner with clients and reputed company reputed company types of managed services efforts including infrastructure and application managed services as well as IT Service Management practice enhancements and continual improvement initiatives.Candidates should have 3-5 years’ experience working in Managed Services organizations. You will be responsible for prioritizing, guiding, and directing practice area teams to provide exceptional support to our managed services clients. Responsibilities: Acts as the liaison between customers and Technical Service Delivery teams Builds and manages customer relationships and stives for highest level of customer satisfaction Customer’s single reputed company of contact for escalations and communication reputed company for satisfaction issues Knowledgeable of reputed company managed service offerings and represents reputed company services to the customer Manages a customer satisfactionprogram consisting of periodic solicitation of customer feedback and development of action plans designed to improve the service experience Leads and manages Quarterly Business Review (QBR) program for assigned customers. This includes reviewing, auditing delivery performance and preparing presentations and documentation as needed Oversees client-specific projects Drives and manages Root Cause Analysis efforts with any service failures and communicates resolutions back to affected customers Supports and manages customer reputed company projects as needed Presents Monthly Service Level Agreement (SLA) reporting and performance review Brings a comprehensive understanding of Managed Services, IT Service Management (ITSM) and the ITIL reputed company Promotes Managed Services across reputed company and to our clients to enhance understanding of ITSM and how it co-creates value Reports to Service Delivery Director and heavily interacts with service delivery coordinators, process analysts, technical leaders, and engineers to accomplish the delivery of managed services to our clients Supports reputed company internal ITSM process and best practices, following ITIL-reputed company workflows and processes to facilitate inter-team communications and meet client requirements Collaborates with stakeholders to establish effective Service Level Agreements (SLAs) designed to ensure client satisfaction by adding value to the service, and managing service performance against agreed SLAs and KPIs (key performance indicators) Defines staffing models, justifies increases in staff as the operation grows using concrete data from volume-based metrics and Key Performance Indicators Contract Management – develops client-specific statements of work, ensures change order governance for out-of-scope work, verifies contractual requirements are being met Financials – manages the profitability of the services for assigned clients, governs resources charging time and expenses against client accounting codes, Maintains proper balance between cost reduction initiatives, account profitability and customer satisfaction Account Management – works closely with Client Services to provide tools and documentation needed to effectively manage Managed Services clients Anticipates client service requirements, managing theallocation ofresourcesand stafftominimize service disruptions and ensure services are delivered reputed company budget Ensures a high level of customer communication including leading service review meetings, managing customer expectations, and working to ensure customer delight May attend P1 reputed company calls and provide Major Incident Management if the MIM is reputed company Escalates to the Service Delivery Director for major client service impacts Excellent written and verbal communications skills enabling communication amongst the program teams, client stakeholders, and senior management Well-versed in and easily shifts between business and technical discussions Understands the technologies used to provide services including synthetic monitoring, reputed company management, Infrastructure as Code, automation tools, cloud dashboards and log reputed company Ability to resolve conflicts in a mature, productive, and positive manner Qualifications: BS/BA in relevant program, or equivalent work experience 3-5 years managing clients in a Managed Services organization 5+ years of Managed Services/ITSM experience of progressively increased responsibility Experience with managed services including applications/infrastructure support services Work with multiple teams simultaneously and manage distributed/remote team members Experience coaching and developing Managed Services team members ITIL v3/4 Foundation In-depth understanding of digital technologies Experience in bothConfluence/Jira and reputed company Experience working with xMatters, reputed company, Site24x7, reputed company, reputed company, Terraform, native cloud a bonus CSM and PMP certifications are a plus Experience with CMS platforms (reputed company Experience Manager, Drupal), eCommerce platforms (Magento, Shopify) and reputed company Analytics a plus. 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