Service Delivery, Manager

Astreya • Cambridge, MA

20d • Onsite

About The Position

The Service Delivery Manager is a client-facing role that requires establishing and managing client and employee expectations. This role demands leadership, strong multitasking, prioritization, communication, and the ability to direct diverse teams. Responsibilities include interviewing, hiring, and managing personnel for day-to-day tasks, ensuring work is performed as expected, and maintaining regular client communication on progress. The successful candidate will manage and evolve existing services across multiple disciplines and assist sales teams with growth strategy. The role involves evaluating situations and data, considering business trends, and adhering to processes and operational policies. The Service Delivery Manager acts as an advisor to subordinates to meet schedules and resolve technical problems, and may have budget responsibilities.

Requirements

• Bachelor’s degree (B.S/B.A) from four-college or university and 8+ years’ related experience and/or training; or equivalent combination of education and experience
• Frequently interacts with subordinate supervisors, customers, and/or functional peer group managers, normally involving matters between functional areas, other company divisions or units, or customers and the company.
• Must be able to lead a cooperative effort among members of a project team.
• A track record of successfully delivering a range of complex, high profile IT projects.
• Proven track record of implementing and leading improvements in project lifecycle.
• Able to identify projects at risk and take appropriate action to recover, often working across divisional boundaries.
• Passionate about the IT industry and how new technology can improve business outcomes.
• Strong technical knowledge of enterprise IT, including but not limited to help desk, networking, ticket and incident management, AV/VC, and asset management.
• Strong analytical, organizational, communication and presentation skills.
• Highly adaptable with the ability to effectively manage multiple concurrent work streams.
• Strong business acumen and the ability to provide operational, technical and financial oversight.
• Proven leadership skills with the ability to motivate, lead, develop, direct and position people to work effectively in a team environment.

Responsibilities

• Provide leadership to diverse operations teams
• Implement, monitor and provide timely reports to customers on service delivery metrics
• Implement personnel on-boarding, training, and service improvement activities, ensuring systems, methodologies, and procedures are in place and followed by each service team
• Drive internal and client meetings covering delivery performance, service improvements, quality, and processes
• Be accountable for the quality of service and performance; ensure future demand from growth and projects are understood and factored into capacity plans for all associated teams
• Work closely with Business Development and Client Partner teams to support growth, including help with services content for Statements of Work, and development/transition to stronger managed services capabilities
• Works with the SMEs and stakeholders to define the roadmap for any given product and translate this into user stories or RFPs depending on the build decision
• Work closely with Recruiting to develop pipeline and process for hiring strong candidates and interview where necessary
• Further, develop and maintain retention program and incentives for field employee satisfaction
• Manage large projects or delivering the IT components of major projects to time, cost, quality and benefits realisation requirements
• Assimilate, understand and manage problem solving and opportunities recognition in the context of IT Infrastructure and/or application change solution concept, solutioning, design and deployment in a major software services/hardware environment
• Takes ownership for the resolution of highly complex issues and risks that have been escalated
• Leads the collaborative, dynamic planning process – prioritizing the work that needs to be done against the capacity and capability of the team
• Other duties as required.

Benefits

• Medical provided through UHC (PPO, HSA, Surest options) / Medical provided through Kaiser (HMO option only) for California employees only
• Dental provided through UHC Nationwide
• Vision provided by UHC
• Flexible Spending Account for Health & Dependent Care
• Pre-Tax Account for Commuter Benefit/Parking & Transit (location-specific)
• Continuing Education and Professional Development via various integrated platforms, e.g. Udemy and Coursera
• Corporate Wellness Program provided by Goomi Group
• Employee Assistance Program
• Wellness Days
• 401k Plan
• Basic and Supplemental Life Insurance
• Short Term & Long Term Disability
• Critical Illness, Critical Hospital, and Voluntary Accident Insurance
• Tuition Reimbursement (available 6 months after start date, capped)
• Paid Time Off (accrued and prorated, maximum of 120 hours annually)
• Paid Holidays
• Any other statutory leaves, paid time, or other ancillary benefits required under state and federal law

What This Job Offers

• Job Type: Full-time
• Career Level: Manager