Service Delivery Manager

• Supports the leadership team in the management of tower service performance

• Builds and maintain effective partnerships with senior level employees across their clients

• Drives governance process/structure that has been agreed to with clients

• Leads all client weekly, monthly and quarterly review sessions

• Keeps track of commitments and ensures department performance against committed activities

• Ensures continuous process improvements to support improved performance levels

• Supports and engages with leadership to provide account status

• Responsible for account profitability management as related to the department operations

• Serves as the primary account contact for the various department operations & client needs

• Collaborates with account teams to ensure customer satisfaction and service level attainment, while meeting financial goals

• Participates in capacity/demand planning

• Responsible for handling, escalating, and responding to client issues, account problem analysis, and making requested service improvements

• Collaborates with training and quality to trend top issues by client and create knowledge improvement checks to improve service

• Accountable for business continuity of account & account SLA attainment

• Accountable for driving the productivity of delivery team of the service desk (incident mitigation, first contact resolution, average handle time, etc.)

• Responsible for ensuring the achievement of account margin targets across multiple departments.

• Works with leadership to ensure appropriate staffing needs for new work or reduced work on the account as needed

• Partners with Service Delivery organization and delivery teams to develop plans and strategies to ensure continued success of given account(s)

• Responsible for driving productivity and efficiency measures through tower leadership

• Works cross-functionally with the client teams on demand planning

• Responsible for identifying opportunities within the client organization including process improvement and additional service lines

• Performs other duties as assigned by management.

REQUIRED QUALIFICATIONS

• Bachelor’s Degree in business, computer information systems (CIS), or other related discipline; or some college with 2-3 years of IT infrastructure experience and 3-5 years in an account management role

• 2+ years managing the service delivery and financials of mid-size or large complex accounts

• Previous account management experience while working across a matrixed organization

KNOWLEDGE, SKILLS AND ABILITIES

• Excellent command of Microsoft Office Suite: Word, Excel, PowerPoint, Outlook, Project, and various internet browsers.

• Ability to work independently.

• Flexible/adaptable approach to work.

• Strong written and verbal communication skills.

• Excellent customer service, problem solving and conflict resolution skills.

• Proven team player with outstanding interpersonal and communication (written and oral) skills.

• Exceptional analytical and process development skills.

• Ability to motivate others to perform above normal expectations.

• Ability to manage multiple issues at one time with exceptional follow through.

PREFERRED QUALIFICATIONS

• Experience working within an ITO service desk.

• Advanced/Expert ITIL certifications achieved

• Experience working with ServiceNow

PHYSICAL REQUIREMENTS AND WORK ENVIRONMENT

• This position follows a hybrid schedule, with in-office attendance required Tuesday through Thursday.
• Must be able to read computer screens and printed documents.

• Must be able to work at a computer for long periods of time.

• Must be able to enter data into a computer efficiently and correctly.

• Good hearing ability to participate in meetings, video calls, and phone calls, often in a team setting.

• Must be able to travel to Bell Techlogix and client sites; 30 - 50% at peak.