Service Delivery Manager - Menlo Park, United States - Astreya Partners
Description
What this Job Entails:
Scope:
- Works on issues of diverse scope where analysis of a situation or data needs evaluation of multiple factors, including a familiarity with current business trends.
- Follows processes and operational policies while selecting methods and techniques for obtaining solutions.
- Acts as advisor to subordinates to meet schedules and/or resolve technical problems.
- Develops and administers schedules, performance requirements.
- May have budget responsibilities.
Your Roles and Responsibilities:
- Provide leadership to diverse operations teams
- Implement, monitor and provide timely reports to customers on service delivery metrics
- Implement personnel onboarding, training, and service improvement activities, ensuring systems, methodologies, and procedures are in place and followed by each service team
- Drive internal and client meetings covering delivery performance, service improvements, quality, and processes
- Be accountable for the quality of service and performance; ensure future demand from growth and projects are understood and factored into capacity plans for all associated teams
- Work closely with Business Development and Client Partner teams to support growth, including help with services content for Statements of Work, and development/transition to stronger managed services capabilities
- Works with the SMEs and stakeholders to define the roadmap for any given product and translate this into user stories or RFPs depending on the build decision
- Further, develop and maintain retention program and incentives for field employee satisfaction
- Manage large projects or delivering the IT components of major projects to time, cost, quality and benefits realisation requirements
- Takes ownership for the resolution of highly complex issues and risks that have been escalated
- Leads the collaborative, dynamic planning process prioritizing the work that needs to be done against the capacity and capability of the team
- Other duties as required. This list is not meant to be a comprehensive inventory of all responsibilities assigned to this position
Required Qualifications/Skills:
- Bachelor's degree (B.S/B.A) from fourcollege or university and 8+ years' related experience and/or training; or equivalent combination of education and experience
- Frequently interacts with subordinate supervisors, customers, and/or functional peer group managers, normally involving matters between functional areas, other company divisions or units, or customers and the company.
- Must be able to lead a cooperative effort among members of a project team.
- A track record of successfully delivering a range of complex, high profile IT projects.
- Proven track record of implementing and leading improvements in project lifecycle.
- Able to identify projects at risk and take appropriate action to recover, often working across divisional boundaries.
- Passionate about the IT industry and how new technology can improve business outcomes.
- Strong technical knowledge of enterprise IT, including but not limited to help desk, networking, ticket and incident management, AV/VC, and asset management.
- Strong analytical, organizational, communication and presentation skills.
- Highly adaptable with the ability to effectively manage multiple concurrent work streams.
- Strong business acumen and the ability to provide operational, technical and financial oversight.
- Proven leadership skills with the ability to motivate, lead, develop, direct and position people to work effectively in a team environment.
Preferred Qualifications:
Physical Demand & Work Environment:
- Must have the ability to perform officerelated tasks which may include prolonged sitting or standing
- Must have the ability to move from place to place within an office environment
- Must be able to use a computer
- Must have the ability to communicate effectively
- Some positions may require occasional repetitive motion or movements of the wrists, hands, and/or fingers
$91, $143,820.00 USD (Salary)
- _ Further, the salary information noted above is a range that consists of a minimum and maximum rate of pay for this specific position. Where an applicant or employee is placed on this range will depend and be contingent on objective, documented work-related considerations like education, experience, certifications, licenses, preferred qualifications, among other factors._
Astreya offers comprehensive benefits to all Regular, Full-Time Employees, including:
- Medical provided through Cigna (PPO, HSA, EPO options) / Medical provided through Kaiser (HMO option only) for California employees only
- Dental provided through Cigna (DPPO & DHMO options)
- Nationwide Vision provided through VSP
- Flexible Spending Account for Health & Dependent Care
- Pre-Tax Account for Commuter Benefit/Parking & Transit (location-specific)
- Continuing Education and Professional Development via various integrated platforms, e.g. Udemy and Coursera
- Corporate Wellness Program
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