Service Delivery Manager

Global•Cincinnati, OH

About The Position

Necco has an opportunity for a career as a Service Delivery Manager . The Service Delivery Manager ensures that the systems our staff rely on become a seamless extension of the care we provide. This role is responsible for delivering reliable technology operations and a high-quality, user-centered support experience across the organization. This leader operates with urgency, empathy, and technical excellence- supporting staff in high-demand environments so they can remain focused on serving children, young adults, and families. The candidate selected will be responsible for the following: Service Delivery & User Support Lead daily help desk operations, including ticket intake, triage, resolution, and escalation, with a strong sense of ownership and urgency Ensure timely, clear, and empathetic support for staff, particularly those in high-stress, client-facing roles Monitor and actively manage ticket backlog, response times, and resolution performance to drive continuous improvement Establish and maintain simple, effective, and scalable support processes Identify and resolve operational gaps impacting the overall user experience Technical Operations & Infrastructure Provide hands-on technical leadership across endpoints, infrastructure, and user support environments Support infrastructure reliability and coordinate timely resolution of system issues Oversee full device lifecycle management, including procurement, deployment, support, and retirement Manage identity and access operations, ensuring accurate and timely user provisioning and deprovisioningEnsure that foster children receive all required medical and therapy services as outlined in the service plan System Partnership & Optimization Partner with platform and system owners to ensure tools are user-friendly, reliable, and well-supported Ensure technology solutions enable, not hinder, service delivery for staff and clients Continuously evaluate and improve system usability and operational effectiveness Vendor Management & Financial Stewardship Manage service delivery vendors, including performance oversight, relationship management, and accountability Review and validate vendor invoices, ensuring accuracy and alignment with services delivered Track and manage costs associated with service delivery operations Contribute to budget planning and cost optimization strategies Quality, Performance & Accountability Success in this role is measured by responsiveness, reliability, technical execution, and user trust. Support delivery is fast, reliable, and user-centered Staff feel supported, heard, and able to perform their roles without friction Technology consistently enables effective service delivery for children, young adults, and families Ticket backlog and response times are controlled, measured, and improving Devices and system access are delivered accurately and on time Vendor performance meets expectations and costs are effectively managed

Requirements

Minimum of 21 years of age
Some college preferred
Ability to build and maintain strong collaborative relationships across multiple functions and organization levels
Valid Driver’s license and state minimum required auto insurance coverage
Successful completion of all required Criminal Background checks

Responsibilities

Lead daily help desk operations, including ticket intake, triage, resolution, and escalation, with a strong sense of ownership and urgency
Ensure timely, clear, and empathetic support for staff, particularly those in high-stress, client-facing roles
Monitor and actively manage ticket backlog, response times, and resolution performance to drive continuous improvement
Establish and maintain simple, effective, and scalable support processes
Identify and resolve operational gaps impacting the overall user experience
Provide hands-on technical leadership across endpoints, infrastructure, and user support environments
Support infrastructure reliability and coordinate timely resolution of system issues
Oversee full device lifecycle management, including procurement, deployment, support, and retirement
Manage identity and access operations, ensuring accurate and timely user provisioning and deprovisioning
Ensure that foster children receive all required medical and therapy services as outlined in the service plan
Partner with platform and system owners to ensure tools are user-friendly, reliable, and well-supported
Ensure technology solutions enable, not hinder, service delivery for staff and clients
Continuously evaluate and improve system usability and operational effectiveness
Manage service delivery vendors, including performance oversight, relationship management, and accountability
Review and validate vendor invoices, ensuring accuracy and alignment with services delivered
Track and manage costs associated with service delivery operations
Contribute to budget planning and cost optimization strategies