Service Delivery Manager

Overview

The Service Delivery Manager is the primary, accountable owner of day-to-day client Hosting operations within their subset of clients. The SDM also serves as a trusted technology advisor to our clients and internal liaison to supporting teams. They ensure customer needs and contract requirements/Service Level Agreements are met. They conduct performance monitoring and proactive efforts to provide our clients with the best experience possible. Lastly, they lead internal efforts to standardize our best practices in hosting delivery.

Responsibilities

• Manages our technology client relationship including daily communications, weekly status meetings, and monthly KPI/SLA reporting to executives.

• Ensures all Hosting customer issues are satisfactorily resolved utilizing support teams as needed.

• Maintains and delivers regular program status updates and service performance via the customer dashboard.

• Serves as liaison between application technology vendors, internal IS groups, and business partners.

• Acts as a technological escalation point for our Hosted clients.

• Documents client’s processes and procedures incorporating lessons learned to ensure client success.

• Manages internal workstreams for their subset of clients (decommissions, right-sizing, security, best practices).

• Leverages performance monitoring tools for proactive issue identification and resolution

• Ensures adherence to contractual obligations.

• Correctly sets operational expectations with customers.

• Analyzes data with an understanding of data trends and presents findings.

• Change Control coordinating service maintenance or enhancements to minimize business impact.

• Accountable/Responsible for Hosting client experience and satisfaction.

• Oversees project deliverables, general project status, and operations readiness.

Qualifications

Academic and Professional Qualifications:

• Bachelor’s degree or equivalent/years of experience required.

• Azure Fundamentals AZ900 (Preferred)

Experience:

• 5-6 years of relevant work experience (Preferred).

• Working knowledge of monitoring tools such as Azure Monitor, Logic Monitor, AppD, Grafana and others (Preferred).

• High level technical experience and understanding.

• Strong analytical, problem solving, and conceptual skills.

• Excellent oral and written communication skills, with the ability to communicate at various levels of management.

• Strong client focus. Ability to work well with clients of varying levels of technical expertise in high-pressure situations and complex environments.

• Ability to work proactively and with minimal supervision.

• Excellent customer service. Ability to apply and adapt organization skills based upon the evolving needs of the business.

• Ability to adapt to changing business processes, technologies, and environments.

• Multi-team coordination and planning for managing client deliverables and events. This is covered under the Collaboration core competency.

Travel Requirements:

• Up to 10% travel may be required.