Service Delivery, Supervisor

Overview

The Service Delivery Manager is a client facing role and requires that you establish and satisfactorily manage client and employee expectations. The role requires leadership, strong ability to multitask, prioritize, communicate, and direct a very diverse set of teams. The responsibilities range from interviewing, hiring, and managing personnel to perform day to day tasks, ensuring that work is performed as expected, with regular client communication on progress. The successful candidate will have the ability to manage and evolve existing services across multiple disciplines, assisting sales teams with the growth strategy.

Directs subordinates to complete tasks using established guidelines, procedures and policies. Monitors daily operations of a unit or sub-unit. Requires full knowledge of the area of functional responsibility.

• Provide leadership and mentorship for their team
• Implement, monitor and provide timely reports to customers on service delivery metrics
• Implement personnel onboarding, training, and service improvement activities, ensuring systems, methodologies, and procedures are in place and followed by each service team
• Drive internal and client meetings covering delivery performance, service improvements, quality, and processes
• Be accountable for the quality of service and performance; ensure future demand from growth and projects are understood and factored into capacity plans for all associated teams
• Work closely with Business Development and Client Partner teams to support growth, including help with services content for Statements of Work, and development/transition to stronger managed services capabilities
• Work with the SMEs and stakeholders to define the roadmap for any given product and translate this into user stories or RFPs depending on the build decision
• Work closely with Talent Acquisition to develop pipeline and process for hiring strong candidates and interview where necessary
• Maintain retention program and incentives for field employee satisfaction
• Manage projects or delivering the IT components of major projects to time, cost, quality and benefits realisation requirements
• Assimilate, understand and manage problem solving and opportunities recognition in the context of IT Infrastructure and/or application change solution concept, solutioning, design and deployment in a major software services/hardware environment
• Takes ownership for the resolution of highly complex issues and risks that have been escalated
• Leads the collaborative, dynamic planning process – prioritizing the work that needs to be done against the capacity and capability of the team
• Other duties as required

• Bachelor's degree (B.S/B.A) from four-year college or university and 5 to 8 years' related experience and/or training; or equivalent combination of education and experience
• Frequent interactions with subordinate supervisors, customers, and/or functional peer group managers, normally involving matters between functional areas, other company divisions or units, or customers and the company
• Must be able to lead a cooperative effort among members of a project team
• A track record of successfully delivering a range of complex, high profile IT projects
• Proven track record of implementing and leading improvements in project lifecycle
• Able to identify projects at risk and take appropriate action to recover, often working across divisional boundaries
• Passionate about the IT industry and how new technology can improve business outcomes
• Strong technical knowledge of enterprise IT, including but not limited to help desk, networking, ticket and incident management, AV/VC, and asset management
• Strong analytical, organizational, communication and presentation skills
• Highly adaptable with the ability to effectively manage multiple concurrent work streams
• Strong business acumen and the ability to provide operational, technical and financial oversight
• Proven leadership skills with the ability to motivate, lead, develop, direct and position people to work effectively in a team environment

• Physical Demand & Work Environment: Must have the ability to perform office-related tasks which may include prolonged sitting or standing
• Must have the ability to move from place to place within an office environment
• Must be able to use a computer
• Must have the ability to communicate effectively
• Some positions may require occasional repetitive motion or movements of the wrists, hands, and/or fingers