Title Service Delivery Manager
Job Information

(Respond to: diane.katz@primesoftinc.com)

Title: Service Delivery Manager

Classification: Exempt

Location: Anywhere, USA

Timeframe: Immediate (April 2022)


About the role: The Service Delivery Manager (SDM) is a managerial role that oversees the staff and services provided to our Client’s customers.  The ideal candidate has strong hands-on technical experience with a keen business sense, a supervisory background, exceptional customer service skills, and works well as part of a team. The SDM will partner with one of our Client’s Account Manager (AM) to give our customers an edge over their competition by providing expert advice on the technologies that can best support their business objectives and manage day-to-day operations.


This position may be required to occasionally go onsite to our Client’s customer office locations; all other work may be performed remotely from a home office. Due to the nature of work, full vaccination for COVID-19 is required.


What You’ll Do:

  • Ensure optimal service delivery and customer satisfaction for an assigned set of our Client’s clients.
  • Manage a team of field-based Network Consultants and/or Senior IT Consultants by providing day to day coaching and supervision.
  • Understand, communicate, and enforce company-wide policies and procedures to staff.
  • Assist in the selection and training of new team members.
  • Play a central role in developing the winning IT Strategy for a set group of customers, including IT roadmaps, budgeting, and business reviews.
  • Work closely with other departments at our Client to take feedback from the customer and/or AM to improve service delivery.
  • Perform regular risk and trend analysis to help customers identify and mitigate any risks associated with their technology.
  • Work with the Account Manager to document and provide executive summary reporting to customers highlighting the work assessed during a given period of performance (monthly, quarterly, annually, etc).
  • Other duties as assigned.


What Skills & Experience You’ll Need:

  • Prior management experience managing a team of field-based employees.
  • A background in managing customers subscribed to managed services agreements.
  • A well-rounded technical skill set consisting of IT Infrastructure/Network Project Management experience and strong knowledge of the latest versions of Microsoft technologies such as Windows Server, Active Directory, Exchange Server, Small Business Server, and Office365.
  • The ability to serve as a technical escalation point as needed to the team.
  • The business acumen to provide high level strategic consulting to customers.
  • Excellent communication (verbal and written), interpersonal, business management, time management, and developmental skills.
  • The ability to multi-task, manage multiple priorities at once and resolve conflict in a fast paced environment.
  • PMP/ITIL certifications.


Service Delivery Manager Success Factors:

  • SDM’s will be measured on several key performance indicators (measured quarterly):
    • Existing customer satisfaction and retention
    • Staff performance/retention
    • Staff utilization and time entry compliance
    • The identification of new recurring, project, and product revenue from their assigned customer base
  • SDM’s will be expected to grow his/her technical and managerial skillsets through regular continuing education, such as partner certifications (Microsoft, Dell, VMware, etc) and attending role-based seminars.