Job Purpose:
The Service Delivery Manager will be the primary resource responsible for the overall quality of service delivery for their assigned customers and for ensuring that superior levels of performance and customer service are achieved. This role will require a person with strong interpersonal skills and a demonstrated ability to build strong relationships with IT personnel at all levels. Additional responsibilities will include overseeing the day-to-day operational aspects of the customer relationship, working with the customer to manage priorities and issue resolution. This person provides leadership to program activities and is involved with leading, planning, organizing, and executing various program activities to ensure on-time, on-budget and to specifications, committed program contractual deliverables.
Essential Functions:
General Responsibilities - 60%
Ensuring that the technical delivery of all services meets quality, scope and service level requirements
Ensuring that all changes and other customer service requests are fulfilled timely and correctly
Leading problem resolution efforts and post-incident reviews
Monitors quality on multiple projects to ensure compliance to best practices and quality standards. Initiates and facilitates status meetings with project management team members (involving the client as needed) to ensure the timely and accurate exchange of information
Participates in and drives the development of services contracts for assigned customers (including delivery methodology and pricing). This can include incremental business for existing customers as well as assigned new/potential customers.
Proactive Management - 40%
Analyzing operational metrics and working with technical delivery teams to identify and respond proactively to trends, performance and capacity needs
Building and maintaining strong working relationships with all levels of CBTS and customer IT personnel
Maintaining a detailed understanding of CBTS service offerings, delivery processes and technical capabilities
Identifying opportunities for incremental revenue on assigned accounts
Provides leadership to CBTS Operations/Engineering staff, as well as to project team members. This leadership constitutes not only program leadership, but leadership in thought, in process development, and in operational development. Provides significant input into development of operational processes by which CBTS will manage and grow its ability to serve customers
Makes disciplined use of tracking and reporting vehicles to capture project activities and progress and provides details to clients and CBTS management team-members reports
Education:
Bachelor’s Degree or equivalent
Experience/Background:
Over 7 years experience
3+ years experience in IT related field, preferably within an outsourcing or managed services environment
Balanced level of understanding and working experience with the following:
Managed and Professional Services products and services (Voice, Compute, Network, Storage, etc.)
Day-to-day change, incident and problem management processes
Reporting and tracking of key operational performance metrics
Project management methodologies and processes
Experience in a management role of technical teams involving both functional and matrix resources
Demonstrated ability to successfully manage and direct both operational and project-focused resources
Able to function in complex and challenging customer environments while maintaining the ability to influence change and negotiate mutually beneficial solutions and understandings
Demonstrates superior communication skills and the ability to clearly articulate technology topics within all levels of the IT department, including senior management (CIO, VP, etc.)
Customer Interface experience in large corporate environments, including direct interaction with senior level management and line level management members (5 to 7 years)
Special Knowledge/Skills:
Proven ability in managing the creation and implementation of detailed client projects; superior customer relation and presentation skills
Solid management skills and ability to manage technical and management resources on a project by project basis; strong attention to detail and understanding of Managed Services products and services
Leadership experience in forming teams and leading them through various technical projects, evaluating and selecting technical and cost alternatives for a project, and defining process where little or none exists
Experience with process development and refinement, and ability to lead teams through process development; Ability to enact and enforce disciplined use of an adopted process or tool set
Strong time management and planning and organization skills along with solid leadership and conflict resolution abilities
Supervisory Responsibilities:
Provide matrix management of technical and project teams
Due to U.S. Government requirements applicable to foreign-owned telecommunications providers, non-US citizens may be required to submit to an extensive government agency background check which will necessitate disclosure of sensitive Personally Identifiable Information.
