Service Delivery Manager

The Purpose

The primary purpose of the Service Delivery Manager is to ensure the delivery of high-quality services to clients through a dedicated integrated service unit (IST). We are seeking an experienced and results-driven Service Delivery Manager to join our dynamic team as a key player in our Managed Services Provider (MSP) division. It is one of the most important roles in F12. You are the person who connects our company with our clients, keeping our technicians on task, focused on the most important priorities, and constantly improving. Your role involves overseeing and managing an IST; to meet the needs and expectations of clients while maintaining efficient and effective service operation's. The successful candidate will be responsible for overseeing the end-to-end service delivery process, ensuring the highest level of customer satisfaction and operational efficiency.

If you are a motivated and strategic leader with a passion for delivering exceptional services in a fast-paced environment.

Responsibilities

Team Leadership & Development

• Lead and inspire a team of service delivery professionals, fostering a culture of collaboration, accountability, and continuous improvement
• You will also provide coaching, mentorship, and professional development opportunities to team members
• You will effectively allocate resources and personnel to ensure projects are completed on time and within budget while managing workload and resolving scheduling conflicts
• Schedule Quarterly Reviews for each Technician in the second week of the quarter
• Identify opportunities to motivate the technicians

Service Delivery Oversight

• Manage the complete service delivery lifecycle, from project initiation to ongoing support and maintenance, ensuring adherence to SLA’s (Service Level Agreements) and KPI’s (Key Performance Indicators)
• You will also collaborate with cross-functional teams to ensure seamless integration of services and timely resolution of issues
• With the assistance of the technical team leads prepare each Technician’s Quarterly Review including their new Quarterly Goals
• Schedule Quarterly Reviews for each Technician in the second week of the quarter
• Complete performance assessments with technicians

Client Relationship Management

• Build and maintain strong relationships with clients, acting as the main point of contact for service-related inquiries, escalations, and strategic discussions
• You will also conduct regular service reviews with clients to assess satisfaction, identify areas for improvement, and showcase the value of MSP services
• Complete performance assessments with technicians

Quality Assurance

• Establish and enforce quality assurance measures to guarantee the delivery of high-quality services
• Conduct regular audits and assessments to identify areas for improvement and ensure compliance with industry standards
• Do sample call quality reviews, completing the relevant QA sheet
• Review sample tickets, reviewing data integrity as well as QA on the technicians written communication

Technical Expertise

• Develop and implement processes and procedures to optimize service delivery efficiency, identifying and addressing bottlenecks and areas for improvements
• You will also monitor and report on service delivery metrics utilizing data-driven insights to enhance performance
• Plan and, if possible, schedule any training for the technicians

Budget Management

• Work closely with the Director of Managed Services to manage the IST’s budget effectively, ensuring that resources are allocated efficiently
• Review expense and reimbursement claims

Risk Management

• Proactively identify and mitigate potential risks to service delivery, collaborating with internal teams to develop contingency plans and preventative measures
• You will stay informed about industry trends, best practices, and emerging technologies to adapt service delivery strategies accordingly
• Monitor and support the progress of technicians’ written quarterly goals

Requirements

• Bachelor’s degree in a relevant field; ad