Service Delivery Manager

Role & responsibilities

• Serve as a Subject matter expert on technical issues and provide guidance to both internal teams and clients.
• Function as the customers single point-of-contact for problem identification and resolution for issues that have been escalated by the team.
• Improve usage of IT Support resources and increase productivity of the team.
• Communicate with all parties in a constructive manner to guarantee customer expectations are met.
• Maintain awareness of all outstanding customer pre- and post-delivery issues and provide status to clients, as necessary.
• Perform customer follow-up to verify final resolution and determine satisfaction level.
• Interface with appropriate technical personnel for customer problems that cannot be resolved effectively.
• Provide accurate reports and metrics to company management on the status and budget of on-going projects and agreements.
• Understand overall NOC & service desk objectives, as well as the role and function of each team member.
• Manage the development of the team by ensuring that daily tasks and activities are in line with their career interests.
• Assist the remote service team in design and development tasks.
• Mentor remote service team during technical escalations.
• Drive problem investigations and resolution as required.
• Ensuring that risks are identified, communicated, and mitigated and that services and projects are delivered successfully.
• Design and maintain process documentation for the remote service team.
• Manage the process of implementing change efficiently and effectively.

Preferred candidate profile

• Identify areas for improvement and make constructive suggestions for change.
• Continually seek opportunities to increase customer satisfaction and deepen customer relationships.
• Escalate Service-related issues to the Director of NOC Service Delivery as required.
• Ensure consistency of existing systems through creating, maintaining, and enforcing standards/procedures for implementing technical solutions.
• Communicate escalated issues to customers: keeping them informed of progress, notifying them of impending changes or agreed outages, etc.
• Business awareness: specific knowledge of the customer and how IT relates to their business strategy and goals.
• Develop in-depth knowledge of the service catalog and how it relates to customers needs.
• Involvement in the design and building of new services.
• Conduct performance evaluations and mentor those with less experience.
• Develop training programs to develop and refine the skills of the remote NOC team.
• Facilitate regular remote service team meetings and service board reviews.
• Document internal processes and procedures related to duties and responsibilities.
• Responsible for entering time and expenses in HALO as it occurs.
• Review and approve the remote service team’s time and expenses sheets in HALO.
• Enter all work as activities, service tickets, or project tickets into HALO.
• Review IT publications and online materials to remain up to date with current and future technologies emerging in the industry.