Service Delivery Manager
Job Title: Service Delivery Manager
Job Type & Location: Full-time, United States.
JOB DESCRIPTION:
Currently, Bounteous is searching for a Service Delivery Manager to add to our fast-growing Managed Services Delivery team. Successful candidates have a demonstrated history and the gravitas to truly partner with clients and lead all types of managed services efforts including infrastructure and application managed services as well as IT Service Management practice enhancements and continual improvement initiatives.Candidates should have 3-5 years’ experience working in Managed Services organizations. You will be responsible for prioritizing, guiding, and directing practice area teams to provide exceptional support to our managed services clients.
Responsibilities:
Acts as the liaison between customers and Technical Service Delivery teams
Builds and manages customer relationships and stives for highest level of customer satisfaction
Customer’s single point of contact for escalations and communication focal point for satisfaction issues
Knowledgeable of all managed service offerings and represents all services to the customer
Manages a customer satisfactionprogram consisting of periodic solicitation of customer feedback and development of action plans designed to improve the service experience
Leads and manages Quarterly Business Review (QBR) program for assigned customers. This includes reviewing, auditing delivery performance and preparing presentations and documentation as needed
Oversees client-specific projects
Drives and manages Root Cause Analysis efforts with any service failures and communicates resolutions back to affected customers
Supports and manages customer related projects as needed
Presents Monthly Service Level Agreement (SLA) reporting and performance review
Brings a comprehensive understanding of Managed Services, IT Service Management (ITSM) and the ITIL Framework
Promotes Managed Services across Bounteous and to our clients to enhance understanding of ITSM and how it co-creates value
Reports to Service Delivery Director and heavily interacts with service delivery coordinators, process analysts, technical leaders, and engineers to accomplish the delivery of managed services to our clients
Supports Bounteous internal ITSM process and best practices, following ITIL-aligned workflows and processes to facilitate inter-team communications and meet client requirements
Collaborates with stakeholders to establish effective Service Level Agreements (SLAs) designed to ensure client satisfaction by adding value to the service, and managing service performance against agreed SLAs and KPIs (key performance indicators)
Defines staffing models, justifies increases in staff as the operation grows using concrete data from volume-based metrics and Key Performance Indicators
Contract Management – develops client-specific statements of work, ensures change order governance for out-of-scope work, verifies contractual requirements are being met
Financials – manages the profitability of the services for assigned clients, governs resources charging time and expenses against client accounting codes, Maintains proper balance between cost reduction initiatives, account profitability and customer satisfaction
Account Management – works closely with Client Services to provide tools and documentation needed to effectively manage Managed Services clients
Anticipates client service requirements, managing theallocation ofresourcesand stafftominimize service disruptions and ensure services are delivered within budget
Ensures a high level of customer communication including leading service review meetings, managing customer expectations, and working to ensure customer delight
May attend P1 bridge calls and provide Major Incident Management if the MIM is unavailable
Escalates to the Service Delivery Director for major client service impacts
Excellent written and verbal communications skills enabling communication amongst the program teams, client stakeholders, and senior management
Well-versed in and easily shifts between business and technical discussions
Understands the technologies used to provide services including synthetic monitoring, patch management, Infrastructure as Code, automation tools, cloud dashboards and log collectors
Ability to resolve conflicts in a mature, productive, and positive manner
Qualifications:
BS/BA in relevant program, or equivalent work experience
3-5 years managing clients in a Managed Services organization
5+ years of Managed Services/ITSM experience of progressively increased responsibility
Experience with managed services including applications/infrastructure support services
Work with multiple teams simultaneously and manage distributed/remote team members
Experience coaching and developing Managed Services team members
ITIL v3/4 Foundation
In-depth understanding of digital technologies
Experience in bothConfluence/Jira and ServiceNow
Experience working with xMatters, Sumo Logic, Site24x7, New Relic, Cloudflare, Terraform, native cloud a bonus
CSM and PMP certifications are a plus
Experience with CMS platforms (Adobe Experience Manager, Drupal), eCommerce platforms (Magento, Shopify) and Google Analytics a plus.
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