No more applications are being accepted for this job
- Experience level: Manager
- Minimum 5 years of experience
- Education: High School
skills: - Windows
- Service Delivery Manager (3 years of experience is required)
Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.
At Randstad Digital, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact
Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad Digital offers a comprehensive benefits package, including health, an incentive and recognition program, and 401K contribution (all benefits are based on eligibility).
Applications accepted on ongoing basis until filled.
IT Service Delivery Manager - San Antonio, United States - Randstad USA
Description
job summary:We're looking for an experienced leader to join us in continuing to build our services in a fast-paced environment. If you are team-oriented, a visionary, and excited to usher in the new era of technology and services, this is the place for you
Title: Service Delivery Manager
Location: San Antonio, TX Onsite)
Duration: Open ended/ No end date (this has renewed for 10 years and is expected to continue)
Shift: -M-F 8 AM-5 PM Central
For immediate review and consideration, please send resume to
location: San Antonio, Texas
job type: Contract
salary: $ per hour
work hours: 8am to 5pm
education: High School
responsibilities:
Required Skills -
ITSM Service Management, Highly organized, Analytical
Job Duties -
- Ensure the effective delivery of solution-based services, which are assigned to them:
- Performs Business Management role for specific engagement
- Manages client's expectations
- Regularly participates and assist in the preparation for formal Quality review meeting with client (monthly)
- Provides information relevant to - Continuous / Quality Improvement milestones, obtains acceptance of adjustments, with client and Delivery Director
- Manages service projects and implementations as requested
- Performs standard timesheet review and processing
- Identify and escalate to the Delivery Director, future business opportunities, within existing engagements
- Discusses key issues and provides mentorship and coaching to engagement team to resolve both engagement specific and professional issues
- Full understanding of all Service Level Agreement/Objectives defined within the SOW, resolves issues if found, and escalates priority issues
- Reviews significant deliverable, which are linked to contractual liabilities and/or likely to have an impact on client perceptions, or services
- Responsible for keeping costs within outlined budget, identify areas for greater efficiencies
- Responsible for managing unbillable OT and Cost of Service Desk. Required frequency may vary weekly, monthly, quarterly, etc. Identify any report any influx of possible decrease or increase in cost or revenue.
- Evaluate departmental procedures with regards to customer service and productivity issues
- Take appropriate action to identify deficiencies and make recommendations for improvement so that department standards and objectives are achieved. Ensure that these initiatives are carried out by all staff
- Develop and utilize reports to identify, develop, and implement standard processes and procedures to ensure world-class customer service is delivered
- Utilization of appropriate interpersonal styles and methods in guiding staff members toward the appropriate engagement goals and objectives.
- Counsel employees on company policy and procedures and take corrective actions, including imposing discipline when appropriate
- Conduct new employee site orientation and participate in ongoing training of employees.
- Interview, evaluate and make employment recommendations on the hiring of site employees as per company guidelines.
- Recommend final decisions regarding discipline and termination of all engagement staff assigned
- Escalates personnel conflicts to HR and Delivery Director
- Other duties as assigned
Job Requirements -
- BS/BA degree
- 5+ years of previous Help Desk/Service Desk management
- ITIL or Six Sigma Experience/Certifications
- HDI Best Practices
Other Skills and Abilities
- Requires broad understanding and advanced technical acumen.
- Proficient problem solving and customer service skills
- strong written and verbal communication to executive level audience
- Proficient with Microsoft Suite/365
- Service Now management and administration
- ACD metric reporting
- Managing teams across multiple locations
- Knowledge Base management
- Administering internal QA process
- Windows 10/11 and MAC environment administration including VPN, Tablets, and Smart Phone support
- Analyze call volume trends or any issues impacting the help desk or desk side environments
- Extensive experience in managing SLA/SLO target along with continuous service improvements
- A strong customer focus is required; this position includes frequent interaction with associates at all levels of the organization.
- Must be self-motivated and driven to go the distance
- strong desire for learning processes, procedures and new software and hardware capabilities required.
- Exhibit great organizational and interpersonal skills.
- Skills consistently updated based on new software development and hardware technologies.
- Ability to meet specific deadlines and work under pressure.
- Advanced technical skills including computer operating systems, computer hardware, networks, and communication platforms are required.
- Word processing, spreadsheet technologies, presentation skills and database experience are necessary.
- Must be available for job-related light travel.
Desired Skills & Experience -
- BS/BA degree
- 5+ years of previous Help Desk/Service Desk management
- ITIL or Six Sigma Experience/Certifications
- HDI Best Practices
qualifications: