Service Delivery, Manager

Astreya•Philadelphia, PA

About The Position

The Service Delivery Manager is a client-facing leadership role responsible for setting and managing client and employee expectations and directing diverse teams. The position oversees personnel hiring and management, day-to-day service delivery, quality, and regular client communication. The manager evolves services across multiple disciplines and supports sales teams with growth strategies. The role covers issues of diverse scope that require evaluating multiple factors and awareness of current business trends. It follows operational processes while selecting approaches to resolve problems, advises subordinates on schedules and technical issues, and develops schedules and performance requirements. The position may have budget responsibilities and may manage large projects or IT components of major projects.

Requirements

Bachelor’s degree (B.S./B.A.) from a four-year college or university and 8+ years of related experience and/or training, or an equivalent combination of education and experience.
Ability to lead cooperative efforts among project team members.
Track record of successfully delivering a range of complex, high-profile IT projects.
Proven track record of implementing and leading project-lifecycle improvements.
Ability to identify at-risk projects and take appropriate recovery action, including across divisional boundaries.
Strong technical knowledge of enterprise IT, including help desk, networking, ticket and incident management, AV/VC, and asset management.
Strong analytical, organizational, communication, and presentation skills.
Ability to adapt and effectively manage multiple concurrent work streams.
Strong business acumen and ability to provide operational, technical, and financial oversight.
Proven leadership skills, including the ability to motivate, lead, develop, direct, and position people to work effectively in a team environment.
Ability to frequently interact with subordinate supervisors, customers, and functional peer-group managers, including on matters involving functional areas, company divisions or units, and customers.

Nice To Haves

Passion for the IT industry and for how new technology can improve business outcomes.

Responsibilities

Provide leadership to diverse operations teams.
Implement, monitor, and report service delivery metrics to customers in a timely manner.
Implement personnel onboarding, training, and service improvement activities, ensuring service teams follow established systems, methodologies, and procedures.
Lead internal and client meetings about delivery performance, service improvements, quality, and processes.
Be accountable for service quality and performance, and incorporate anticipated growth and project demand into capacity plans for associated teams.
Work with Business Development and Client Partner teams to support growth, including preparing services content for Statements of Work and developing or transitioning services toward stronger managed-services capabilities.
Work with subject matter experts and stakeholders to define product roadmaps and translate them into user stories or RFPs, depending on the build decision.
Work with Recruiting to develop hiring pipelines and processes, and interview candidates when necessary.
Develop and maintain retention programs and incentives to support field employee satisfaction.
Manage large projects or IT components of major projects to meet time, cost, quality, and benefits-realization requirements.
Manage problem-solving and identify opportunities in IT infrastructure and/or application-change solutions, including concept development, solutioning, design, and deployment in a major software-services or hardware environment.
Take ownership of resolving highly complex escalated issues and risks.
Lead collaborative, dynamic planning by prioritizing work according to team capacity and capability.
Interview, hire, and manage personnel performing day-to-day tasks, and ensure work is performed as expected.
Perform other duties as required.

Benefits

Medical insurance through UHC (PPO, HSA, and Surest options) or, for California employees only, Kaiser (HMO option).
Dental insurance through UHC Nationwide.
Vision insurance through UHC.
Flexible Spending Account for health and dependent care.
Pre-tax commuter benefit for parking and transit, where available.
Continuing education and professional development through platforms including Udemy and Coursera.
Corporate wellness program through Goomi Group.
Employee Assistance Program.
Wellness Days.
401(k) plan.
Basic and supplemental life insurance.
Short-term and long-term disability insurance.
Critical illness, critical hospital, and voluntary accident insurance.
Tuition reimbursement, available six months after the start date and capped.
Paid Time Off, accrued and prorated, up to 120 hours annually.
Paid holidays.
Statutory leaves, paid time, and other ancillary benefits required under state and federal law.