Réalisations Rémi Robert - Winchester, VA
posted about 2 months ago
Our Team is looking for a Service Delivery Manager (SDM) with the experience and leadership capabilities to manage IT technicians and engineers supporting R3 Managed Services clients. The SDM is responsible for the day-to-day delivery of services to clients and ensuring that processes and procedures are developed and implemented for effective and efficient support of clients. The SDM role will be vital in boosting end user experience by ensuring the smooth delivery of services that meet and exceed client expectations and R3's contractual commitments. The primary tasks of the position include performing root cause analysis (RCA) of deviations from expected results, and developing, with the Services Delivery Team, action plans resulting from RCA, audits, or other activities under the Service Level Agreements (SLAs) reached with clients. The SDM will lead, coach, and potentially manage a dedicated service desk team made up of Tier 1 through Escalation analysts operating both on-site at the customer location or remotely. Evaluating the current help desk state to make recommendations and implement improvements is also a key responsibility. Additionally, the SDM will be tasked with developing, documenting, and refining service operating processes, standard operating procedures, and knowledge base (KB) materials to drive improvements for more effective and efficient delivery. Monitoring, measuring, and reporting on performance against SLAs and key performance indicators (KPIs) is essential, as is delivering scheduled and ad-hoc service reporting to management and clients. The SDM will assist with managing IT projects that leverage delivery staff including Professional Services Staff, manage client escalations and satisfaction-related issues, and provide guidance to direct reports, both first line manager and delivery-oriented employees. The role also involves serving as an escalation point within R3 management for clients of Managed Services and resolving escalated issues in accordance with the R3 escalation procedures. Distilling priorities and ensuring that goals for business operations, procurement, asset management, and customer-facing functional areas are clearly communicated to the team and leadership is crucial. The SDM will interact with senior management for reporting, strategy development, and execution planning, review monthly charges and invoices to assure the accuracy of service fees and other charges including accurate pass-through expenses, and review and provide input on any amendments or planned changes that impact services. Other duties may be assigned as necessary.