Manager, Service Delivery

Kindeva•St. Louis, MO

About The Position

Our Work Matters At Kindeva we make products that save lives, ensuring better health and well-being for patients around the world. The Impact You Will Make This is an exciting opportunity as a Manager, Service Delivery that will lead the MSP integration for the Service Delivery team. Oversee the transition of services to a 3rd party MSP, ensuring a seamless transition. This individual will Provide strategic vision and leadership for maintaining and analysis pertaining to service delivery metrics and KPIs to ensure performance against Service Level Agreements.

Requirements

10+ years of client-facing IT experience.
5+ years of experience in onboarding and managing an IT Managed Service Partner.
Excellent interpersonal, supervision and coaching skills.
ITIL certification or direct experience working within an IT Service Management framework required.
Ability to stay calm under pressure, listen to client concerns and identify solutions to deliver the best outcomes.
Strong project management skills.
Strong understanding of Service Delivery processes and procedures.
Strong understanding of vendor management processes and procedures.
Ability to set strategies, synthesize information and effectively present to senior business and IT leadership.

Responsibilities

Building partnerships across the company and liaising with the team leads to determine the company’s services, delivery criteria and solutions for issues that may arise.
Oversee MSP project planning, milestones and cross-functional team coordination to ensure seamless system connectivity.
Contribute to broader IT Service Delivery directly through operational activities and process improvement projects.
Maximize the efficiency and productivity of the service delivery function through extension process analysis and interdepartmental collaboration.
Facilitate and manage the relationship between Kindeva and the MSP.
Acts as the primary point of contact to resolve disputes, fostering collaboration and improving service delivery with the MSP.
Drive initiatives to improve service quality, efficiency, and customer satisfaction
Own the onboarding of 3rd party vendor ITSM agents and services, verify they are trained and ready for operations at Kindeva.
Manage relationships with external vendors and suppliers to ensure they meet their contractual obligations and performance targets.
Build partnerships across the company and liaise with team leaders to determine the company's services, delivery criteria, and solutions for issues that may arise.
Collaborate with IT system owners and IT business system owners to ensure all systems adhere to IT Service Management best practices and all relevant IT Service Management policies and procedures are followed.
Collaborate with team members in Service Delivery on a rotating schedule to facilitate ITSM meetings – Change Management, Problem Root Cause Analysis and Incidents/Request Closure Issue.
Oversee MSP project planning, milestones and cross-functional team coordination to ensure seamless system connectivity.
Focusing on delivery and quality of the technical services.
Possesses technical acumen to handle technical documentation, escalations or minor technical work.
Proactively communicate with the MSP to ensure all metrics, SLAs, knowledge base articles, are monitored, updated and reacted to in a timely manner.
Participate as a crisis management call as crisis manager during on call hours.
Define service levels, ensure SLA compliance and act as a liaison between Kindeva and the MSP
Regularly measure the MSP performance against SLAs and KPIs.
Conduct regular reviews (weekly, bi-monthly, monthly and quarterly) to address any service deficiencies.