IT Service Delivery Manager

KNOWLEDGE AND SKILLS

• Demonstrated ability to interpret technology and market trends to construct technology roadmaps
• Knowledge of IT applications, processes, software, and equipment
• Strong organizational and presentation skills
• Previous strategic planning experience desired
• Commitment to customer satisfaction
• Successful managerial experience with a customer focus required
• Understanding of support tools (i.e.: ConnectWise), techniques (i.e.: documentation), and how
• technology is used
• Effective Communication Skills (verbal and written)
• IT technical knowledge to support internal and external customers
• A wide-ranging understanding of technology solutions needed in a business environment is required.
• Broad understanding of project management concepts desired.
• Bachelor’s degree in business administration, computer science, or IT-related field required.
• 10+ years experience in technical service required with a minimum of 3+ years in a leadership capacity
• Professional IT Certifications might include Microsoft MCP, MCSA, or MCSE, Citrix CCEA or CCIA,
• SonicWall CSSA, ConnectWise CCPA, LabTech LTCP, Cisco CCNA, or VMware VCP

SERVICE TEAM LEADERSHIP

• Inspires team to proactively support our vision
• Provides strategic leadership to service team and development of service department
• Promotes team cohesion between sales and service
• Represent us within the local community as well as the technology community (i.e.: trade groups, technology trade and product shows, and industry associations [such as CompTIA])
• Develop and oversees departmental budget to meet or exceed targeted margin goals
• Assist in the creation of compensation plan to drive desired behaviors and goal attainment
• Manage and implement changes in staff, processes, and procedures as necessary to meet department goals
• Recruit, assess, and hire additional personnel as needed
• Develop training curriculum to ensure the knowledge and skills of the service personnel are fully developed
• Provide customized coaching for service staff to ensure correct knowledge level to support customer engagements
• Conduct performance reviews and mentor service team members
• Assist in career planning and development of service team members
• Manage day-to-day activities of department and team
• Create and maintain policies and procedures needed for effectively providing services and solutions
• Represent service team at a leadership meeting
• Conduct department meetings
• Generate and review reports as needed

BUSINESS PLANNING

• Assist in the evaluation of new technology for internal and external offerings that supports customers’ needs
• Assess and communicate risks associated with technology-related investments and purchases
• Source, vet, and present IT partner candidates to partners to have outsourced resources identified and ready to support projects as needed
• Collaborate with company leaders and other department managers to define, design, and deliver new services and products
• Create and oversee the project plan to fully implement a successful IT offering
• Keep senior leaders abreast of development and results associated with the IT sales and solutions
• Monitor competitive landscape and proactively anticipate major technology changes to help guide our direction to maintain an advantage in the marketplace
• In conjunction with the company, leadership develop the business plan for Information Technology offerings
• Create Services Level Agreements (SLAs) to ensure clear understanding and satisfaction of
• solutions offered
• Develop pricing structures that balance profitability and competitiveness

SERVICE DELIVERY

• Enforce established procedures and standards to ensure consistency of existing systems when
• implementing technical solutions
• Understand customer and their environment to discern how IT relates to their business and goals. Share this knowledge with the service staff as appropriate
• Assist in escalated service issues and collaborate with company leadership when necessary
• Develop and maintain a knowledge-sharing base for service staff
• Promote proper documentation within the service function
• Ensure efficient dispatch and utilization of department resources to meet customer expectations
• Ensure high levels of technical staff utilization by aligning the expertise of the staff to the projects needing completion
• Monitor tickets/issues and perform periodic customer contacts to ensure issue resolution met customer’s needs and expectations
• Accurately monitor and report project progress, expenses, and budget on existing projects and agreements
• Understand overall service desk objectives as well as the role and function of each service team member
• Communicate with customers, internal personnel, and sales staff to ensure a clear understanding of project status and maintain high levels of internal and external customer satisfaction
• Drive problem investigations and resolution as required
• Manage the remote monitoring and management system to ensure consistency and accurate reporting of customer data
• Identify areas for improvement and make constructive suggestions for change
• Continually seek opportunities to increase customer satisfaction and our sales
• Maintain core manufacturers stack certifications
• Work with inside sales and purchasing to ensure all parts are received to meet the delivery and install dates
• When applicable, coordinate or perform facility preparation (i.e.: electrical, space requirements,
• ) needed prior to installing the new system
• Coordinate and schedule customer installs

SALES SUPPORT

• When applicable coordinate customer technology upgrades and discuss facility preparation (i.e.:electrical, space requirements, etc.) needed prior to installation of the new system
• Participate in internal Team Decision meetings to evaluate customer opportunities to discerning fit for
• Company based on ideal customer criteria
• Conduct customer environment assessment
• Collaborate on the technology road map
• Assist salesperson walk customer through proposal relating technical solutions back to business
• needs and sharing impact of solution upon their business success
• When applicable coordinate customer technology upgrades and discuss facility preparation (i.e.:
• electrical, space requirements, etc.) needed prior to installing of a new system
• Assist in preparing Customer Business Reviews

The salary range is $60K – $120K