Service Delivery Manager - Msp

PLEASE NOTE:

For the greater New York City area applicants, this is an IN-OFFICE position

For the Dominican Republic and South African applicants, this is an IN-OFFICE position

For all other applicants, this is a WORK FROM HOME position

Posted compensation rates are for US-based candidates only.

Ready to get off the IT machine and come be part of a team where you are more than a cog in the wheel?  My IT Crew is the place where everyone gets a voice and new ideas are welcomed.  Sound like this could be your new home? Keep reading….

My IT Crew has been a leader in the Managed Service provider space since 2016. We strive for excellence and achieve it.

• Our clients love us and our satisfaction surveys show it at a consistent 97%
• We are the team who always “has the cool stuff”, we adopt new tools to make us more efficient and allow us to help our clients with best-in-class support
• No more asking everyone for help, it's right at your fingertips. Having documentation that's actually useful? That's us!
• We Listen. Our culture of collaborative meetings and weekly team-led training will help YOU drive yourself and the company forward.

We are expanding our operations and seeking to grow our team. We have an opening for a Service Delivery Manager to join our team. This is a key role within our organization, and we are looking for a seasoned leader.

Key Responsibilities

• Act as an escalation point for critical client issues, communicate, and manage communication with customers as needed.
• Communicate with all parties in a constructive manner to guarantee customer expectations are met.
• Responsible for the scheduling, time, and utilization management of team members. Ensuring every hour is a profitable hour and that workflows and procedures are being followed.
• Review and manage service backlog to ensure services are being correctly scheduled, prioritized, and moving through the system as desired.
• Proactive issue trending and data reporting for the improvement of key metrics.
• Manage team performance and tools to meet or exceed SLAs.
• Ensure objectives are clear, progress is tracked, and results are reviewed, and instill a culture of high performance.
• Mentor and motivate your team via one-on-one meetings and other methods to provide coaching and guidance.
• Perform employee reviews, manage headcount, hiring, and overall management for your team. Build a culture of continuous improvement via feedback, coaching, and staff development.
• Provide timely responses and guidance to client requests, either directly if needed or via your team.
• Advocate for the customer in day-to-day operations.
• Take ownership of major incidents, ensuring coordination of resolving parties, effective communication with stakeholders, and post-incident reviews.
• Liaise with internal and external resources to provide detailed analysis of the operations and opportunities for improvement to meet SLAs and internal efficiencies.

Additional Responsibilities:

• Collaborate across all My IT Crew departments to maximize overall customer satisfaction.
• Maintain accurate and up-to-date documentation through the change management processes.
• Ensure quality administrative results from your team. For example, real-time time entry, timely submission of timesheets and expenses, frequent and business-appropriate customer communications, and overall presentability.
• Be a leader within the company, attending staff events, participating in meetings, encouraging positive morale, and holding all employees accountable. Set the example to follow for customer service.
• Maintain an in-depth knowledge of the products and services we offer.
• Build relationships with clients and team members and serve as a trusted point of contact.
• Providing timely responses and guidance to client requests.
• Maintain accurate and up-to-date process & departmental documentation.
• Attend training & team meetings as required.
• Assist with the development and evolution of the Team Lead role.
• Review CSAT responses; provide coaching, praise, and client follow-up as required.
• Adherence to the guidelines set out in the Service Manager Job Posting document, this Job Description document, and future guidelines/metrics as the role adjusts to meet customer or business needs.

Skills, Knowledge & Expertise

• KPI goals consistently met in current role.
• 5+ years of relevant technical experience is required.
• 3+ years of relevant management or leadership experience
• At least 2 years of relevant IT experience fully supporting customer environments.
• At least 2 years of experience in managing and working with the following technologies:
  • Windows Server
  • Cloud environments including Microsoft 365
  • Active Directory
  • GPOs
  • Routing and Switching
  • Firewalls
  • VPNs
  • Virus and Security
  • LAN/WAN Technologies
  • Virtualization Technologies
• Experience in IT Service Delivery and managing customer expectations.
• Demonstrable experience in incident, problem, and change management.
• Knowledge of ITIL standards is required.
  • ITIL Foundations V3 or V4 certification is highly desired
• Excellent ability to present information to senior management in a manner that is clear and concise.
• Very strong interpersonal and communication skills with the ability to build effective working relationships, solicit cooperation, and resolve conflicts with a variety of stakeholders both internally and externally.
• Experience in business analysis and a good understanding of financial concepts.
• Excellent client service skills, with the ability to create/cultivate trusting relationships with clients and co-workers and remain calm in stressful circumstances.

Additional info you will want to know:

• Minimal travel is expected; however, some is possible.