IT Service Delivery Manager - Jersey City, United States - It By Design

It By Design

Verified Company

Jersey City, United States

2 weeks ago

Posted by:

Mark Lane

beBee recruiter

Description

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JOB OVERVIEW:
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The Service Delivery Manager is responsible for managing the activities and responsibilities of the service desk team.

As a part of this management, the Service Delivery Manager is also responsible for providing high-level technical assistance to the team and ensuring service and support is provided to customers at agreed levels.

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MUST HAVES:_

Knowledge and experience in crossfunctional management methods and techniques.
Strong organizational, presentation, and customer service skills.
Skill in strategic planning with an ability to think ahead and plan over a months' time span.
Skill in planning and preparing written communications.
Skill in leading people and getting results with a strong customer orientation.
Interpersonal skills: such as telephony skills, communication skills, active listening, and customercare.
Ability to multitask and adapt to changes quickly.
Ability to work in a team and communicate effectively.
Service awareness of all organization's key IT services for which support is being provided.
Understanding of support tools, techniques, and how technology is used to provide IT services.
Typing skills to ensure quick and accurate entry of service request details.
Selfmotivated with the ability to work in a fastmoving environment.

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SUCCESS MEASURES / TOP KPIS:_

CSAT
NPS
Client retention
Service Gross Margin
Revenue growth
Employee retention
Employee satisfaction
RESPONSIBILITIES:

Manage the remote service team's daily activities.
Function as the customer's single pointofcontact for problem identification and resolution for issues that have been escalated by the team.
Improve usage of IT Support resources and increase productivity of the team.
Communicate with all parties in a constructive manner to guarantee customer expectations are met.
Maintain awareness of all outstanding customer pre

- and post-delivery issues and provide status to clients, as necessary.

Perform customer followup to verify final resolution and determine satisfaction level.
Interface with appropriate technical personnel for customer problems that cannot be resolved effectively.
Provide accurate reports and metrics to company management on the status and budget of ongoing projects and agreements.
Understand overall service desk objectives, as well as the role and function of each team member.
Manage the development of the team by ensuring that daily tasks and activities are in line with their career interests.
Assist the remote service team in design and development tasks.
Mentor remote service team during technical escalations.
Drive problem investigations and resolution as required.
Ensuring that risks are identified, communicated, and mitigated and that services and projects are delivered successfully.
Design and maintain process documentation for the remote service team.
Manage the process of implementing change efficiently and effectively.

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ADDITIONAL DUTIES & RESPONSIBILITIES:_

Identify areas for improvement and make constructive suggestions for change.
Continually seek opportunities to increase customer satisfaction and deepen customer relationships.
Escalate remote service desk issues to the VP of Service Delivery as required.
Ensure consistency of existing systems through creating, maintaining, and enforcing standards/procedures for implementing technical solutions.
Communicate escalated issues to customers: keeping them informed of progress, notifying them of impending changes or agreed outages, etc.
Business awareness: specific knowledge of the customer and how IT relates to their business strategy and goals.
Develop indepth knowledge of the service catalog and how it relates to customer's needs.
Involvement in the design and building of new services.
Conduct performance evaluations and mentor those with less experience.
Develop training programs to develop and refine the skills of the remote service desk team.
Facilitate regular remote service team meetings and service board reviews.
Document internal processes and procedures related to duties and responsibilities.
Responsible for entering time and expenses in ConnectWise as it occurs.
Review and approve the remote service team's time and expenses sheets in ConnectWise.
Enter all work as activities, service tickets, or project tickets into ConnectWise.
Review IT publications and online materials to remain up to date with current and future technologies emerging in the industry.