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Service Delivery Manager I

Posted: December 13, 2023 Expired: February 28, 2024
Superior
FULL TIME
Listed salary ranges may vary based on qualifications, experience, and local market.
Responsible for managing one or more teams providing outsourced IT services to Stefanini's clients. This position works closely with client representatives and requires strong attention to detail, as well as excellent interpersonal skills. Drives strategy within assigned delivery programs in partnership with the Business Unit Leader and other Stefanini ITO leadership. Accountable for the operational results drives while continuous service improvement activities.
  • Single Point of Contact (SPOC) for one or more clients
  • Responsible for day-to-day delivery of outsourced Field Services accounts
  • Set the strategic direction of the programs
  • Manage to scope of work and change of scopes
  • Accountable for Service Level Agreements (SLA) and other contractual deliverables
  • Develop and deliver managerial-level presentations
  • Chair and participate in both internal and client-facing service delivery meetings
  • Implement, monitor, and adhere to Best Business Practices
  • Conduct ticket audits, negative survey follow-ups and other quality initiatives
  • Own, investigate and follow-up on high-level escalations
  • Sponsor and drive improvement activities for the account
  • Assists with innovation and transformation initiatives
  • Identify opportunities to expand service offerings
  • Manage financialsto budget
  • Assist with development of monthly client invoices
  • Reconcile and approve vendor invoices
  • Hire Stefanini employees and secure vendor resources
  • Establish expectations, provide leadership, direction and coaching to the team
  • Create cohesive team environment through consistent management
  • Conduct formal one-on-ones and performance reviews
  • Leverage recognition programs to motivate and reward team
  • Provide expertise and insight on new business opportunities
  • Assist with development and launch of new accounts
  • Aide in corporate initiatives
  • Collaborate with colleagues in shaping the future of Field Services
  • Participate in focus groups to develop and improve process and procedures
  • Perform other duties as assigned



Skills, Licenses, Knowledge, Education and Training Requirements:
  • In-depth understanding of IT industry dynamics
  • Two (2) + years' experience managing ITO teams
  • Experience managing a Field Services team(s) is a plus
  • Financial management experience
  • Critical thinking and problem-solving skills
  • High tolerance/evolved ability to lead and manage ambiguous situations
  • Excellent relationship skills
  • Superior verbal, written, facility and presentation skills
  • Effective time and project management skills
  • Ability to manage strategically as well as at a more detailed level as needed
This job was expired