Service Delivery Manager
About The Position
Amplitel Technologies is a security-focused Managed Service Provider (MSP) based in Northeast Wisconsin. We serve government agencies, municipalities, manufacturing firms, and highly regulated businesses with secure, transparent, high-quality technical solutions. We are looking for a hands-on, client-focused Service Delivery Manager to oversee IT service delivery and ensure operational excellence through the delivery of high-quality, responsive support to our customers. This is an on-site opportunity located in Kaukauna, WI. We’ll provide: Generous benefits package including health/dental/vision insurance, PTO, and Simple IRA Quarterly Incentive opportunities Additional perks including a gym membership and IT training reimbursement Predictable set schedule of 7:45am - 4:45pm to help promote work/life balance A collaborative environment that provides feedback on a regular basis Salary of $70k+ based on experience
Requirements
- Proven work experience as a Service Delivery Manager or similar role that involved coaching, developing and motivating staff
- Strong leadership and team management skills with a focus on accountability and process adherence
- Experience driving KPI’s/metrics/allocating resources
- Strong understanding of computer systems, mobile devices, network infrastructure and other IT related services
Responsibilities
- Oversee day-to-day service operations, drive process improvement initiatives, and collaborate closely with projects to ensure legendary client experiences
- Monitor service delivery against SLAs, analyze metrics, and ensure compliance using tools and SOPs
- Ensure managed environments are fully maintained with appropriately supported updates, patches and/or service packs in line with system maintenance policies
- Monitor ticket queues and assign work to team members, and ensure escalation procedures are followed
- Lead and support the IT Service Teams by providing resources, coaching, and professional development.
- Oversee scheduling, timesheets, on-call rotations, and vacation requests
- Act as an escalation point for client interactions as needed to direct to the appropriate operational resources
- Complete post incident investigation and reporting for internal and client facing perspectives and action plans for future prevention of further incidents
Benefits
- Generous benefits package including health/dental/vision insurance, PTO, and Simple IRA
- Quarterly Incentive opportunities
- Additional perks including a gym membership and IT training reimbursement
- Predictable set schedule of 7:45am - 4:45pm to help promote work/life balance
- A collaborative environment that provides feedback on a regular basis
- Salary of $70k+ based on experience
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
