Service Delivery Manager

Currently, Bounteous is searching for a Service Delivery Manager to add to our fast-growing Managed Services Delivery team. Successful candidates have a demonstrated history and the gravitas to truly partner with clients and lead all types of managed services efforts including infrastructure and application managed services as well as IT Service Management practice enhancements and continual improvement initiatives.Candidates should have 3-5 years’ experience working in Managed Services organizations. You will be responsible for prioritizing, guiding, and directing practice area teams to provide exceptional support to our managed services clients. 

 

Responsibilities: 

Acts as the liaison between customers and Technical Service Delivery teams 

Builds and manages customer relationships and stives for highest level of customer satisfaction 

Customer’s single point of contact for escalations and communication focal point for satisfaction issues 

Knowledgeable of all managed service offerings and represents all services to the customer 

Manages a customer satisfactionprogram consisting of periodic solicitation of customer feedback and development of action plans designed to improve the service experience 

Leads and manages Quarterly Business Review (QBR) program for assigned customers. This includes reviewing, auditing delivery performance and preparing presentations and documentation as needed 

Oversees client-specific projects  

Drives and manages Root Cause Analysis efforts with any service failures and communicates resolutions back to affected customers 

Supports and manages customer related projects as needed 

Presents Monthly Service Level Agreement (SLA) reporting and performance review 

Brings a comprehensive understanding of Managed Services, IT Service Management (ITSM) and the ITIL Framework  

Promotes Managed Services across Bounteous and to our clients to enhance understanding of ITSM and how it co-creates value 

Reports to Service Delivery Director and heavily interacts with service delivery coordinators, process analysts, technical leaders, and engineers to accomplish the delivery of managed services to our clients 

Supports Bounteous internal ITSM process and best practices, following ITIL-aligned workflows and processes to facilitate inter-team communications and meet client requirements 

Collaborates with stakeholders to establish effective Service Level Agreements (SLAs) designed to ensure client satisfaction by adding value to the service, and managing service performance against agreed SLAs and KPIs (key performance indicators) 

Defines staffing models, justifies increases in staff as the operation grows using concrete data from volume-based metrics and Key Performance Indicators  

Contract Management – develops client-specific statements of work, ensures change order governance for out-of-scope work, verifies contractual requirements are being met 

Financials – manages the profitability of the services for assigned clients, governs resources charging time and expenses against client accounting codes, Maintains proper balance between cost reduction initiatives, account profitability and customer satisfaction 

Account Management – works closely with Client Services to provide tools and documentation needed to effectively manage Managed Services clients 

Anticipates client service requirements, managing theallocation ofresourcesand stafftominimize service disruptions and ensure services are delivered within budget 

Ensures a high level of customer communication including leading service review meetings, managing customer expectations, and working to ensure customer delight 

May attend P1 bridge calls and provide Major Incident Management if the MIM is unavailable 

Escalates to the Service Delivery Director for major client service impacts 

Excellent written and verbal communications skills enabling communication amongst the program teams, client stakeholders, and senior management 

Well-versed in and easily shifts between business and technical discussions 

Understands the technologies used to provide services including synthetic monitoring, patch management, Infrastructure as Code, automation tools, cloud dashboards and log collectors 

Ability to resolve conflicts in a mature, productive, and positive manner 

 

Qualifications: 

BS/BA in relevant program, or equivalent work experience 

3-5 years managing clients in a Managed Services organization 

5+ years of Managed Services/ITSM experience of progressively increased responsibility 

Experience with managed services including applications/infrastructure support services 

Work with multiple teams simultaneously and manage distributed/remote team members 

Experience coaching and developing Managed Services team members 

ITIL v3/4 Foundation 

In-depth understanding of digital technologies 

Experience in bothConfluence/Jira and ServiceNow 

Experience working with xMatters, Sumo Logic, Site24x7, New Relic, Cloudflare, Terraform, native cloud a bonus 

CSM and PMP certifications are a plus 

Experience with CMS platforms (Adobe Experience Manager, Drupal), eCommerce platforms (Magento, Shopify) and Google Analytics a plus.