Senior Service Delivery Manager

Job Summary

A Service Delivery Manager (SDM) is a trusted advisor to Auxis’ (A Grant Thornton Company) customers, providing valuable guidance around operations and optimizing their IT infrastructure through quality Service Delivery Management. The SDM provides the necessary client liaison support and daily technical service delivery to ensure the delivery of world-class IT support within their assigned business areas. The SDM provides support across all technical platforms and teams for all aspects of customer delivery, including day-to-day management, quality service delivery, escalations, and roadblock removal. The DM maintains a strong relationship with their customers, gaining an understating of their customer’s IT organization assisting in driving continuous service improvement of IT services to improve overall customer satisfaction, including but not limited to ticket management, standardization of service delivery processes, and efficient allocation of resources.

Responsibilities

• Manage the day-to-day service delivery requests to meet or exceed client expectations.
• Understand daily resource (staff) utilization and organize work to maximize delivery of client service requests
• Work closely with Costa Rica and Colombia delivery teams to ensure customer requests are satisfied within agreed-upon timeline and SLA
• Manage the creation and accuracy of SOP documentation to ensure delivery of services are consistent
• Participate in project discussions ensuring proper allocation of staff to balance day-to-day delivery versus project delivery
• Act as a technical escalation point for team and client, escalating to Ops Director, team leads, and management as needed
• Quickly addresses roadblocks that negatively impact delivery of services
• Recommends and implements process improvements to maximize overall account and team efficiencies
• Acts as a technical project manager for small-medium projects
• Working with the team to identify, document, and present innovative recommendations to the customer for improvements in the environment
• Assist in managing the ongoing execution of Auxis’ standard operating procedures, including but not limited to Service Request, Incident, Problem, Change and Configuration Management at assigned accounts.
• Assist in managing the delivery of IT Cloud infrastructure services at assigned account(s), including but not limited to compute, storage, network management, operations and support; telecommunications management and support; and as requested project-based services, in accordance with the terms of the Managed Services Agreement.
• Support other ITO Practice activities, as required, including:
• In collaboration with technical teams, support the design, architecture, implementation, management and support of complex infrastructure and cybersecurity technology environments.
• Guide the deployment of Auxis’ IT Operations methodology and platform, including the implementation of Auxis’ standard operating procedures (Service Request, Incident, Problem, Change and Configuration Management, etc.) for other client environments as needed

Skills and Experience

• 6+ years’ experience as a Service Delivery Manager, or IT Account Manager, or IT Manager, with a minimum of three (3) years in the Outsourcing industry or experience in large complex organizations
• College Degree
• Fluency in English and Spanish (strong oral and written communication skills)
• Experience managing and/or supporting IT Technologies
• Background knowledge of network communications equipment and high-level design, Windows Server roles and functions, and database foundational knowledge.
• Experience working with Desktops, Servers, Virtual Machines, and Tablets.
• Background knowledge of Enterprise Applications
• Experience working with multiple vendors in a complicated multi-vendor support environment.
• Experience guiding staff and ticket workflows in a high-volume, day-to-day, tactical service request environment
• Knowledge and/or Training on best practices or IT frameworks, such as ITIL v4 (Information Technology Infrastructure Library)
• Experience capturing team performance metrics and presenting to upper management with recommendations on improvement
• Strong project management, staff motivation and coaching, customer relationship skills, and used to working under pressure with tight deadlines
• Strong people skills coupled with strong communication skills are essential for this role.
• Valid US Passport for potential travel to Costa Rica and Colombia as required (Project work, operations, training and client visits)

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