Service Delivery Manager - NOC Team (1-2 yrs)

Service Delivery Manager NOC

The Service Delivery Manager is responsible for managing the activities and responsibilities of the NOC & Professional Services team.

As a part of this management, the Service Delivery Manager is also responsible for providing high-level technical assistance to the team and ensuring service and support is provided to customers at agreed levels.

Key Responsibilities :

- Serve as a Subject matter expert on technical issues and provide guidance to both internal teams and clients.

- Function as the customer's 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.

ADDITIONAL DUTIES & RESPONSIBILITIES:

- 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 customer's 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 ConnectWise as it occurs.

- Review and approve the remote service team's time and expenses sheets in ConnectWise.

- Enter all work as activities, service tickets, or project tickets into ConnectWise.

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