Jobs
>
Boston

    Manager, Service Delivery - Boston, United States - GOODWIN

    GOODWIN
    GOODWIN Boston, United States

    3 days ago

    Default job background
    Full time
    Description

    Make an impact at Goodwin, where we partner with our clients to practice law with integrity, ingenuity, agility and ambition. We are in the business of building authentic, long-term relationships with our clients, who are some of the world's most successful and innovative investors, entrepreneurs and disruptors in the life sciences, private equity, real estate, technology and financial industries, and where they converge. Our immersive understanding of these industries – combined with our expertise across high-stakes litigation and dispute resolution, world-class regulatory compliance and advisory services, and complex transactions – sets us apart. Our Global Operations Team – all business professionals of the firm – was named the "Best Business Team" by The American Lawyer.

    The Service Delivery Manager is responsible for ensuring that services are being seamlessly delivered to users of technology at Goodwin. Through application of ITIL (Information Technology Infrastructure Library) Service Delivery principles, they are in charge of a variety of tasks, such as rectifying reliability issues, monitoring progress, assisting in the development of SLAs, tracking SLAs and KPIs, and managing budgets amongst other responsibilities. A service delivery manager plays a vital role in boosting the user experience by ensuring the smooth delivery of top-notch services that meet and exceed customer demands.

    What You Will Do:

    • Oversee and manage the daily workflow between the helpdesk vendor and clients, ensuring smooth process delivery and handling escalations effectively from the initial User Support level.
    • Serve as a liaison among User Support, operations, and engineering teams, streamlining ticket escalation, fostering knowledge sharing, and refining processes by developing and enhancing tools.
    • Manage the development, updating, and monitoring of SLAs, OLAs, KPIs, and compliance requirements with the third-party User Support vendor, as well as internal IT service teams.
    • Act as the primary point of contact for addressing customer satisfaction concerns, reviewing unsatisfactory engagements, and reporting incidents to the appropriate manager for resolution.
    • Participate in contract negotiations, particularly regarding the User Support third-party vendor, and ensure smooth implementation and maintenance of a department-wide Problem Management process, with a focus on measuring ROI and ticket reduction.
    • Provide comprehensive reporting on reliability, quality, and quantity to IT senior leadership, and ensure the regular flow of tickets while managing aging tickets through defined processes.
    • Facilitate end-user surveys to assess technology needs and manage the Customer Satisfaction Management program within the User Experience Team, which involves deploying surveys, coordinating focus group meetings, and conducting individual interviews to present data to IT leadership regularly.
    • Conceptualize, implement, and manage innovative methods of accessing User Support, such as Chat, Chat Bot, and other cutting-edge technologies, and ensure readiness of support systems for new technology introductions.
    • Develop, implement, and maintain a department-wide Service Transition Process, oversee trend analysis, and ensure high-level management reports are visually focused.
    • Track User Support Analyst performance through ticket reviews and other mechanisms and collaborate with internal IT service managers on implementing quality management reporting, including ticket reviews.
    • Develop a deep understanding of projects to inform service delivery scope and take accountability for meeting customer expectations and driving future demand by analyzing and optimizing third-party and internal service delivery processes.

    Who You Are:

    • Minimum of Bachelor's degree in computer science, Information Systems, or equivalent field.
    • At least 5 years' experience in delivering IT Service Management (ITSM) and process management through a structured approach, in a corporate environment.
    • Excellent verbal and written communication skills.
    • Proficiency in leading both physical and virtual teams.
    • Experience in dealing with third-party provided services.
    • In-depth knowledge of escalation procedures, incident management, and other disciplines related to service delivery.
    • Mastery of ITIL (Information Technology Infrastructure Library) principles.
    • Ability to manage and prioritize tasks efficiently.
    • Solid resource planning and problem-solving skills
    • Ability to facilitate cross-functional teams to develop, deliver, operationalize, document, and support solutions.
    • High-energy work ethic, ability to establish vision, drive change and deliver results.
    • Knowledge of developing and managing SLAs, KPIs, and critical success factors (CSFs) for IT Services, processes, operations and work environments.
    • Experience of ITSM software applications and tools, analysis, and reporting.
    • Knowledge of developing and managing continuous improvement programs.

    #LI - MS1

    Goodwin Procter LLP is an equal opportunity employer. This means that Goodwin Procter LLP considers applicants for employment, and makes employment decisions without unlawful discrimination on the basis of race, color, gender, gender identity or expression, age, religion, national origin, citizenship status, disability, medical condition, genetic information, marital status, sexual orientation, military or veteran status, or other legally protected status.

    Please note: Various agencies of the United States government require employers to collect information on applicants and employees. The National Association of Law Placement (NALP) and certain clients request us to keep track of certain aggregate information regarding lawyers. EEO information requested on this application is for purposes of compliance with these recordkeeping and reporting requirements and to determine recruiting and employment patterns. Submission of this information is voluntary and refusal to provide it will not subject you to any adverse treatment.

    This position is eligible for overtime: NoTarget Salary Range: Boston $97,800 - $146,700 | Los Angeles $97,800 - $146,700 | New York $103,700 - $155,500 | Philadelphia $92,000 - $138,000 | San Francisco $109,600 - $164,400 | Santa Monica $97,800 - $146,700 | Silicon Valley $109,600 - $164,400 | Washington DC $97,800 - $146,700
  • Braintree Technology Solutions Inc.

    Service Delivery Manager

    1 day ago

    Braintree Technology Solutions Inc. Boston, United States

    Participate in the Program roadmap, rollouts, and strategic discussions with internal and customer stakeholders. · - Maintain alignment with Program Director/Business Relationship Managers. · - Maintain an overall Program-level view with the current state/progress and achievement ...

  • Philips

    Service Delivery Design Process Expert

    13 hours ago

    Philips Cambridge, United States

    **Job Title**: Service Delivery Design Process Expert · **Service Delivery Design Process Expert - Cambridge, MA** · Performing the translation of a services blueprint (for the new services offering in development by the PSSGP or equivalent service generation process), related de ...

  • New Era Technology

    Service Delivery Coordinator

    6 days ago

    New Era Technology Plymouth, United States

    New Era Technology is a global technology solutions provider with 4,500+ employees and offices around the world. New Era offers Cloud, Managed, Professional, and Security services, and delivers Collaboration, Data Networking, Digital Transformation, and Physical & Life Safety sol ...

  • Nexthink

    Service Delivery Manager

    6 days ago

    Nexthink Boston, United States Full time

    Company Description · Hi, we're Nexthink. We're not just the leader in the digital employee experience category, we invented the category. Our solutions combine real-time analytics, automation and employee feedback across all endpoints to help IT teams delight people at work. Our ...

  • Harvard Business School

    IT Service Delivery Lead

    5 days ago

    Harvard Business School Cambridge, United States

    Job-Specific Responsibilities · Working on the Harvard Kennedy School IT (HKSIT) team, the HKSIT Service Delivery Manager plays a key role in: communications, knowledge sharing, driving training and adoption, relationship management, incident management, and service management f ...

  • HCLTech

    Cybersecurity Service Delivery Manager

    1 week ago

    HCLTech Boston, United States

    Role: Cybersecurity Service Delivery Manager (SDM) · Location: - Boston, MA (Day1 Onsite) · Work Experience :10-12 years · Project Role Description: Leads the delivery of Cybersecurity and GRC Service projects, leveraging our global delivery capability with client facing Skills ...

  • Mindlance

    Service Delivery Lead

    6 days ago

    Mindlance Quincy, United States

    Title Service Delivery Lead · Term: Till 30th June 2024 (With the possibility of extension to Financial Year 2025) · Location: Quincy, MA 02171 · Mode: (Hybrid – 1-2 days per week onsite) · Hours per Week: 37.50 · The client is looking for an Application Service Delivery Lead who ...

  • Takeda

    Global Digital E&C Service Delivery Lead

    5 days ago

    Takeda Boston, United States Full time

    By clicking the "Apply" button, I understand that my employment application process with Takeda will commence and that the information I provide in my application will be processed in line with Takeda'sPrivacy Noticeand Terms of Use. I further attest that all information I submit ...

  • Napa Auto Parts

    Delivery Driver

    6 days ago

    Napa Auto Parts Suffolk, United States Full time

    Delivery Driver - Full Time · NAPA Auto Parts Delivery Drivers are the key to our success, delivering excellent customer service and developing long standing relationships with our customers. · The Delivery Driver is an important member of the store team, and is primarily respons ...

  • QuEra Computing Inc.

    Purchasing Manager

    13 hours ago

    QuEra Computing Inc. Boston, United States

    **Summary**: · The Purchasing Manager will be responsible for the planning, organization, and administration of all purchasing activities within Quera, while being accountable for the procurement of materials on both a national and international level, streamlining distribution, ...

  • NFC Amenity Management

    Front Desk Associate

    13 hours ago

    NFC Amenity Management Boston, United States

    WE ARE NFC Amenity Management, the nation's largest luxury amenity service provider for residential and commercial properties, with a growing portfolio representing 350+ of the top brands in luxury residential and hotels across 30 markets in the U.S. · **A typical day at one of o ...

  • Bridge Over Troubled Waters

    Residential Program Manager

    3 days ago

    Bridge Over Troubled Waters Boston, United States

    **ABOUT BRIDGE OVER TROUBLED WATERS, INC.** · For over 50 years, Bridge Over Troubled Waters has provided a comprehensive continuum of care for runaway, homeless, and high risk youth in Boston, and has been a national model in providing innovative youth services. · **THE OPPORTUN ...

  • Santander US

    Associate, Commercial

    13 hours ago

    Santander US Boston, United States

    Associate, Commercial & Wholesale Operations · Boston, United States of America · The Commercial & Wholesale Operations team is responsible for managing the front-to-back trade life cycle events post execution. Working directly with the Front Office and internal stakeholders to e ...

  • Massachusetts Bay Transportation Authority

    Project Manager

    1 week ago

    Massachusetts Bay Transportation Authority Boston, United States

    **Salary** · - $117,514.80 Annually**Location** · - 10 Park Plaza, Boston**Job Type** · - Full-Time**Job Number** · **Department** · - MBTA - Capital Delivery**Area** · - 503-Capital Delivery**Opening Date** · - 05/06/2024**Closing Date** · - 5/21/2024 11:59 PM Eastern**Union Aff ...

  • Takeda

    Global Digital E&C Service Delivery Lead

    1 week ago

    Takeda Boston, United States Full time

    By clicking the "Apply" button, I understand that my employment application process with Takeda will commence and that the information I provide in my application will be processed in line with Takeda'sPrivacy Noticeand Terms of Use. I further attest that all information I submit ...

  • Motivate

    Assistant Operations Manager

    3 days ago

    Motivate Boston, United States

    Is this you? · - You are a natural leader with prior experience supervising hourly warehouse and field-based operations teams · - You are intrigued at impacting the urban environment through active and affordable first-and-last-mile transportation and logistics solutions · If yes ...

  • Fly7 Installations LLC

    Flatbed/moffett Drivers

    6 days ago

    Fly7 Installations LLC Boston, United States

    This position requires delivery services for Home Depot. Making at least 4 to 9 stops a day. All deliveries are drop offs. · **The locations for this position is Boston, MA and Concord, MA** · Must be willing to travel up to 100 miles a day. · This is a sub contractor position. M ...

  • Brigham & Women's Hospital(BWH)

    Inventory Coordinator

    6 days ago

    Brigham & Women's Hospital(BWH) Boston, United States

    **Inventory Coordinator** · **GENERAL SUMMARY/ OVERVIEW STATEMENT**: · Under the general direction of the MM Supply Support Manager, and within established hospital and departmental guidelines, the Operations Coordinator performs activities associated with the service improvement ...

  • Massachusetts Bay Transportation Authority

    Director, Transportation

    4 days ago

    Massachusetts Bay Transportation Authority Boston, United States

    **Salary** · - $160,000.00 Annually**Location** · - 45 High Street, Boston**Job Type** · - Full-Time**Job Number** · **Department** · - MBTA - Railroad Ops (Commuter Rail)**Area** · - 783-Commuter Rail Supervision**Opening Date** · - 05/10/2024**Closing Date** · - 5/24/2024 11:59 ...

  • Massachusetts General Hospital(MGH)

    Escort Associate M

    6 days ago

    Massachusetts General Hospital(MGH) Boston, United States

    **Escort Associate M** · GENERAL SUMMARY/ OVERVIEW STATEMENT · This is for a 7am to 5:30 pm 20 hours a weekend shift · Under general supervision and following established procedures, Escort Associate performs a broad range of activities. The Escort Associate will actively support ...