Manager, Service Delivery

Who We Are  Jolera offers MSPs & IT solution providers next-generation managed services, enabling them to create world-class experiences for their clients. Your clients receive award-winning solutions built on over 20 years of experience servicing businesses worldwide. We've helped transform hundreds of MSPs & solution providers worldwide With our collection of tenured experts, we provide an elevated managed service experience for a variety of clients. At Jolera, we treat each MSP partner with specialized care and uniquely organize our products for your individual business needs.
Who You Are  We are seeking an energetic, passionate individual with strong communication skills and the ability to work collaboratively. You are a self-starter who thrives in an environment of personal accountability and enjoys being part of a challenging outcome orientated culture. You want to build your career by digging into being a part of a high-performance team where there is an opportunity to up your game, sharing your knowledge and working with some of the best in the business. At Jolera we follow a 'customer first' approach in an endeavor to provide The Ultimate Service Experience. The below attributes are necessary for the individual to succeed in the role of a Service Delivery Manager.
• Customer service oriented
• Leadership (lead by example)
• Strong interpersonal skills
• Detail oriented
• Strong influencer
• Collaborator
• Ability to build and manage relationships
• Strong communicator
• Solution oriented
• Strong organizational, time management and planning skills
• Ability to work under immense pressure
• Continuous improvement focus
What You'll Do The following tasks form the broad outline of the mandate of the role, but the role in itself is not limited to what is described below. The individual will be provided with specific goals, objectives and targets for each year; and these will be closely aligned with the organizational imperatives.
• Lead and manage a team of service desk and field services professionals across a geographically distributed footprint (multiple time zones)
• Ensure all inbound requests are responded to and dealt with as per Jolera standards & processes and specific customer requirements
• Using personal/team resources and the customer's engagement, ensure all reasonable attempts to process and close requests expediently and within SLA
• Confirm all issues and requests are captured via the ticketing system to Jolera standards of detail and quality
• Actively participate in escalation management, including after business hours and on weekends (as required)
• Escalate and triage tickets to appropriate Jolera field engineers, Enterprise Architects, or Customer internal resources based on established processes
• Escalate high profile issues to the leadership team and the relationship manager(s) for appropriate handling and routing
• Ensure knowledge transfer of multiple systems and processes in order to enable team to troubleshoot problems
• Ensure active monitoring of all customer systems and services; including heightened responsiveness to issues identified
• Ensure that the scheduled server updates and reboots are being performed 100%, and during customer blackout periods
• Schedule resources in a manner that provides adequate 24x7x365 trilingual coverage on the service desk
• Continually evolve and adjust schedules based on changing business and customer needs
• Ensure customer portals are updated with CRM logs, backup logs, and customer feedback as per schedule
• Ensure that a statistically valid sample size of customer interactions are monitored and quality assessed. Ensure that the team members are provided with regular feedback on the same.
• Performance manages the staff through the score carding process
• Follow all other processes and quality standards as assigned by the Jolera leadership team
• Technical leadership of Tier 1 and Tier 2 teams; responsible for the training, coaching, competencies and certifications of team members
Qualifications
• University degree or equivalent
• 5 years of previous supervision experience working in a technology/systems department directly supporting customers
• Demonstrated working knowledge of networking technologies and business applications
• Certification and/or equivalent demonstrated experience with MS solutions stack
• Strong overall communication skills and can make a significant contribution to Jolera's success
• Generalized end user training
• Understands the concepts of team building and can apply them
• Ability to communicate technical concepts and issues to non-technical individuals
• Demonstrated leadership
• Ultimately, the customer experience delivered from the service desk and the field services teams (globally) will be the responsibility of the Service Desk Manager. As such, the incumbent will be held accountable to this mandate / expectation.
Service Delivery Manager Performance Requirements Aside from the day-to-day 'keep the lights on' tasks, the Service Desk Manager will be held accountable to a set of performance metrics (outcomes of the tasks completed). A summary of these metrics, with associated weights and scoring mechanisms, is defined as the scorecard. The following four strategic imperatives define the success factors of Jolera, and the Service Delivery Manager:
• Customer Satisfaction
• Excellence in Execution
• Fiscal Prudence
• Employee Engagement
What We Offer 
• Hybrid/Remote work
• Competitive compensation & benefits package
• Company Perks
• Company events, recognitions, and celebrations
• Career development and growth opportunities
At Jolera, we are committed to creating a diverse, equal and inclusive. Our goal is to attract and retain the best talent while embracing diversity in all its forms. We value and respect differences in ethnic background, gender, age, religion, identity, disability, or any other characteristic protected by applicable law.

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