Service Delivery Manager

The Service Delivery Manager will oversee the day-to-day service operations, manage critical situations, and meet financial performance objectives. The role requires a proactive approach to reviewing and managing inventory, developing business metrics, and implementing processes to ensure stable and quality product & service delivery.

Requirements

• Manage day-to-day service operations
• Single point of escalation for the enterprise
• Manage critical situations to ensure proper focus, communication, and relationship management
• Manage to annual budget and meet financial performance objectives
• Proactive review and management of current inventory
• Develop, report, and distribute business metrics and dashboard
• Implement Manufacturer product bulletins/alerts
• Interact with sales and operations personnel
• Partner with Project Management Office (PMO)
• Track Site Passwords, Backups, Version Control
• Track adherence and completion of Service Prescriptions
• Meet goals for area of responsibility
• Deploy and manage consistent systems, policies, and practices
• Maintain a strong customer service-oriented environment
• Monitor technician work activities & outcomes
• Ensure staffing is maintained consistent with customer delivery requirements
• Actively recommend and support efforts to improve operations and customer experience
• Partner with PMO and support planning and tracking of multiple projects
• Provide timely response to requests for information and reports
• Achieve performance targets established by leadership

Benefits

• Annual budget management
• Financial performance objectives
• Proactive review and management of current inventory
• Develop, report, and distribute business metrics and dashboard
• Implement Manufacturer product bulletins/alerts
• Strong customer service-oriented environment
• Consistent systems, policies, and practices
• Proactive identification and removal of barriers to meeting customer expectations