Service Delivery Manager
About The Position
The Service Delivery Manager oversees and develops audits, training, and emergency procedures for the JSOC. This position is directly responsible for delivering Key Performance Indicators and Service Level Agreements from the vendor to the purchaser. The Service Delivery Manager partners with client managers to develop the program's strategic direction. The Service Delivery Manager reviews after-action reports and reports the findings to clients and stakeholders for appropriate action. The Service Delivery Manager works with the client to develop an annual strategic plan with goals listed by quarter and ensures that the JSOC attains them.
Requirements
- A graduate degree or 5 years of experience in a Senior Leadership position
- Strong analytical, critical thinking, and problem-solving skills
- Proven ability to influence key business partners.
- Ability to build a forward operating strategy and drive organizational change.
- Strong organizational and planning skills with the ability to work in and define ambiguity/gray areas.
- Strong interpersonal and networking skills with a strong ability to work in a team environment.
- Ability to work under pressure and tight deadlines, as well as the ability to manage a team in a fast-paced environment.
- Ability to discern patterns from details and multitask
- Think through problems for logical solutions and remain calm and professional under pressure.
- Strong decision-making ability during both critical responses and business-as-usual activities.
- Able to work with highly confidential information.
- Must complete and maintain state guard certification as prescribed by presiding state law, as well as client-requested certifications; all documentation and fees are the responsibility of the employee unless otherwise noted
Responsibilities
- Manage all facets of the vendor team
- Manage relationships with all personnel and the client manager
- Support leadership during critical incidents
- Ensure operational readiness for incident response in JSOC
- Define and direct projects associated with the JSOC, including training, testing, certification, etc.
- Oversees the development and compliance of training and certification programs
- Develop strategic initiatives to achieve high-performance standards across all personnel.
- Report metrics and KPI data in accordance with the SOW.
- Review After Action Reports and report findings to the client with fully developed action plans to mitigate future gaps
- Develop an annual strategic plan in partnership with the client and ensure that JSOC teams meet established goals
- Oversee and ensure the success of recruiting, hiring, disciplinary, and performance management processes
Benefits
- Health, Dental, Vision, and 401k for eligible employees
- Paid Time Off including Sick/Safe Time
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What This Job Offers
Job Type
Full-time
Career Level
Senior
