IT Call Center Service Delivery Manager

Marco Technologies

4h•Remote

About The Position

The Call Center Service Delivery Manager ensures the efficient and effective operation of Rapid Resolution teams, aligning their activities with organizational objectives and client needs. This role involves managing day-to-day operations, including training, documentation, and reporting to enhance service delivery. Collaborating closely with clients, near shore resources and internal leadership, the Service Delivery Manager is responsible for achieving agreed service levels, driving continuous improvement, and fostering a high-performing team environment. By focusing on operational efficiency and client satisfaction, this role plays a key part in the organization's overall success.

Requirements

Bachelor’s degree and four years of relevant experience or equivalent combination of education and experience.
Proven experience in managing teams and delivering IT services in a complex environment.
Experience managing call center operations.
Experience with near-shore operating model.
Experience capturing, documenting, and illustrating complex functional and technical requirements.
Proven experience leading all levels of the MIT Service Teams.
Excellent communication skills for engaging with people at all organizational levels.
Ability to mentor, share knowledge, and educate team members.
Strong problem-solving skills with a focus on delivering high-quality service solutions.
Extensive knowledge of MS technology and client platforms and proficiency with business collaboration tools.
Well-organized, self-directed, and capable of working effectively within a team.
Commitment to treating people respectfully, working with integrity, and upholding organizational values.
Experience with incident management, service request management, and problem management processes.
Balance team and individual responsibilities; Exhibit objectivity and openness to others' views; Give and welcome feedback; Contribute to building a positive team spirit; Put the success of the team above own interests; Able to build morale and group commitments to goals and objectives; Support everyone's efforts to succeed.
Cost Conscious – Conserve organizational resources.

Responsibilities

Lead, coach, and develop IT service professionals, fostering a high-performance environment and ensuring team alignment with service goals.
Establish, manage, and continuously improve frameworks for service delivery, aligning with organizational goals.
Responsible for tracking training to ensure skillsets and regulation compliance are being met.
Monitor and analyze performance metrics (KPIs), report on service performance, and identify opportunities for improvement.
Oversee ConnectWise service tickets, ensuring timely resolution and alignment with service goals.
Conduct performance reviews, set targets, and make compensation decisions to drive team success.
Coordinate call center documentation, ensuring reliability and accuracy.
Develop and maintain a Continuous Service Improvement program.
Ensure compliance with company policies, maintain accurate service documentation, and provide on-call support.
Assist all managed service teams with client reporting needs as necessary.
Support strategies to improve service gross margin and profits.
Act as an escalation point of contact to handle issues and involve direct leadership as needed.
Monitor staffing, equipment, and training needs for the division.
Engage with other Divisional and Business Unit leaders to ensure business continuity.
Collaborate with the leaders to maintain an Installation Center of Excellence experience for employees and clients.
Handle escalated client requests and issues to a successful resolution.
Uphold Marco’s business ethics by ensuring solutions meet clients’ needs.
Develop and maintain in-depth knowledge of company products and services, processes, markets, trends, competitors, and clients to maximize efficiency and effectiveness.
Support Marco’s commitment to total client satisfaction through active participation in established processes, including prompt research and resolution.
Understand, endorse, demonstrate, and teach the Marco mission, philosophy, culture, and policies.
Demonstrate leadership by presenting a positive example, establishing high standards, holding employees accountable, and maintaining the highest standards of honesty and integrity.
Represent the organization as appropriate in its relationships with major clients, suppliers, competitors, government agencies, professional societies, and similar groups.
Manage the required non-traditional work hours to meet job duties and responsibilities.