Service Delivery Manager

Service Delivery Manager
Location: Appleton, WI or within 120 miles of Appleton, WI
Environment: Remote
EDCi provides infrastructure and call center technology services and solutions to clients throughout the United States. Through our partnership and certifications with leading technology providers including Citrix, Cisco, Genesys, IBM and Microsoft, our customers receive the highest quality of product and service the industry has to offer.
The Service Delivery Manager (SDM) is a technical resource that acts as client advocate and point person for specified group of Managed Services clients by managing service level performance and contract deliverables. This person is responsible for establishing strong relationships with clients and serves as client advocate and partner. The SDM also works as part of the EDCi managed services team in the monitoring, management, maintenance, and support of client systems and internal IT systems. This is a multi-faceted position with opportunity to learn and grow as the demands of the business fluctuates.
Come join a high-performance team! At EDCi, we are more than just technologists. We are a team passionate about the work we do and a family dedicated to building on our strengths and improving our challenges both individually and collectively. EDCi is an organization that takes pride in recognizing balance and the importance of family. If you’re a talented professional looking to help lead a cutting-edge growing company and seek a flexible, family-oriented work environment, we want to talk to you!
When you join the EDCi team, you’ll receive many perks, such as:

• Remote work from home
• Paid holidays, vacation, and sick time
• Bring Your Own PC Policy
• Cell phone reimbursement
• Casual dress
• Funded training and certifications
• Health, dental & vision insurance
• 401K match

And much more!
Candidates must be willing to be a resident of Wisconsin or within 120 miles of EDCi’s Appleton Office.
ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Leads and manages Service Delivery to managed services clients.
• Works alongside managed services engineers in receiving and responding to IT system generated alerts and tickets, providing technical problem identification, and troubleshooting as well as escalating problems as appropriate per contract agreement.
• Manages client expectations and ensures successful delivery of contracted services.
• Oversees execution and delivery of Event Analysis and Managed Services Reporting.
• Enables Service Delivery by owning client documentation and inventory.
• Reviews and audits Service Level Agreement (SLA) performance and communicates and addresses any failures.
• Drives process and system improvements that increase client satisfaction.
• Proactively identify configuration issues and service gaps and develop remediation plans with appropriate management.
• Enables managed services team through client-specific training.
• Empowers managed services team through mentorship and collaboration.
• Leads effort for new client onboardings and existing clients’ new service and/or device onboarding or offboarding.
• Collaborates with EDCi Support Staff and Engineers, Account Executives, and internal Managed Services staff in support of client deliverables.
• Manages and engages with necessary vendors in the support of managed services contracts.
• Provides support for internal systems and users at EDCi.
• Participates in Change Review process for clients ensuring client satisfaction and contractual integrity is maintained.
• Coordinates major client work efforts with appropriate EDCi staff.
• Acts as communication focal point for service affecting incidents.
• Ensures monthly billing and agreement allocation is accurate.
• Identifies new opportunities within client accounts and collaborates with account management team.
• Supports and conducts self in a manner consistent with client and EDCi expectations.

EDUCATION:

• Associates or Bachelor degree in computer related field is preferred

• Equivalent combination accepted.

EXPERIENCE / TECHNICAL REQUIREMENTS:

• 5+ years’ experience in customer support.
• 3-5 years’ experience supporting multi-site IT infrastructures of varying complexity.
• Experience in IT infrastructure management and support.
• Experience supporting standard hardware and software applications.
• Experience working with and maintaining vendor relationships.
• Exposure or training in ITIL foundations.
• Proficient use of all Microsoft Office applications.

OTHER SKILLS AND ABILITIES:

• Strong technical understanding and ability to translate technical requirements and specifications into easily understood business concepts and vice-versa.
• Strong organizational skills, attention to detail and flexibility.
• Ability to multi-task and reprioritize work efforts as necessary.
• Possess relationship management abilities; strong client-facing skills.
• Excellent presentation skills.
• Ability to work under pressure and strong ability to “think on your feet”.
• Self-starter, little direct supervision needed.
• Outstanding oral, written, and technical/business communication skills.
• Positive attitude and strong acumen in communication with peers.
• Good understanding of statistical and analytical principles and processes.
• Ability to interact successfully with all levels of client and IT provider organization.

IYZmLXzbqh