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SalaryJob Description:
We are seeking an experienced and dynamic Service Delivery Manager to join our Stefanini team in New York city. The successful candidate will have a minimum of 2-4 years of experience in overseeing a high-quality result driven Service Desk and Field Services program with a proven track record of success.
This energetic individual must be a strong proven leader who will be accountable for the performance and results of multiple related service towers, including Service Desk, Field Services, and Provisioning. The ideal candidate will be responsible for developing departmental success plans; including business, production and/or organizational priorities.
- Oversee the directional management of several Service Desk and Field Services teams to ensure optimum performance, results, and client satisfaction
- Coordinate, collaborate, and liaise with multiple stakeholders, including department managers and tower leads, to ensure smooth and successful operations
- Manage the account to the Scope of Work and Change of Scopes
- Accountable for Service Level Agreements and other contractual deliverables
- Set the strategic direction of each team
- Manage multiple tasks, set priorities, and meet deadlines, demonstrating excellent project management skills
- Develop and implement strategies to improve Service Delivery, customer satisfaction, and operational efficiency
- Use data and analytics to drive strategic decision-making and improve quality and profitability
- Communicate effectively with all levels of the organization, demonstrating exceptional communication and interpersonal skills
- Develop and deliver managerial-level presentations
- Chair and participate in both internal and client-facing Service Delivery meetings
- Develop, implement, monitor, and adhere to Best Business Practices
- Conduct ticket audits, negative survey follow-ups, and other quality initiatives
- Own, investigate and follow-up on executive-level escalations
- Sponsor and drive improvement activities for the account
- Champion innovation and transformation initiatives
- Identify opportunities to expand service offerings
- Manage financials to the budget
- Assist with development of monthly client invoices.
- Reconcile and approve vendor invoices.
- Hire Stefanini employees and secure vendor resources
- Establish expectations, provide leadership, direction and coaching to the team
- Participate in the training/mentoring of direct reports
- Create cohesive team environment through consistent management
- Conduct formal one-on-ones and performance reviews
- Leverage recognition programs to motivate and reward team
- Sponsor initiatives to shape the future of Service Desk and Field Services
- Lead focus groups to develop and improve process and procedures
- Perform other duties as assigned
- Experienced professional with a minimum of 2-4 years in a Service Desk and Field Services management role
- In-depth understanding of IT industry dynamics and Best Business Practices
- Sound knowledge of IT service management tools, processes, and methodologies
- Proven track record of managing service desk and Field Services operations in a high-end retail environment
- Strong leadership abilities, with experience in managing and motivating a team to achieve optimum performance and results.
- Advanced problem-solving skills, with a focus on implementing effective solutions in a fast-paced and complex environment
- Proven ability to develop and implement strategies to improve Service Delivery, customer satisfaction, and operational efficiency
- Proficient in using data and analytics to drive strategic decision-making and improve Service Delivery.
- Excellent project management skills, with the ability to manage multiple tasks, set priorities, and meet deadlines
- Strong business relationship management experience
- Ability to work in New York city on a daily basis
The ideal candidate should be someone that treats everyone with respect and dignity, even if they are difficult to work with. By approaching the situation with empathy and professionalism, you can help defuse tension and find a resolution to common problem that often seem unsolvable.
