Service Delivery Manager

Red River seeks a Service Delivery Manager (SDM) with the experience and leadership capability to manage technicians and engineers supporting Red River Managed Service RRMS clients. The SDM is responsible for the day-to-day delivery of services to clients and ensuring processes and procedures are in place for effective and efficient support of clients. The SDM role will be vital in boosting end user experience by ensuring the smooth delivery of top-notch services that meet and exceed client expectations and Red River’s contractual commitments.

Primary Position Tasks:

• Depending on the scope of the client contract, the SDM may report to an Account Manager (AM) or the Senior Director of Service Delivery. The distinguishing criteria for determining the reporting relationship is whether the SDM is embedded within the client’s operations or Red River’s operations.
• Developing, with the AM, action plans resulting from root cause analyses, audits or other activities under the Service Level Agreements reached with clients.
• Leading, coaching, and potentially managing dedicated service desk team made up of Tier 1 thru Escalation analysts operating both on-site at the customer location or from our remote operations center.
• Developing, documenting, and refining service operating processes and procedures to drive improvements for more effective and efficient delivery.
• Monitoring, measuring, and reporting on performance against SLAs and KPIs.
• Delivering scheduled and ad-hoc Service reporting to management and clients.
• Assisting with managing IT projects that leverage delivery staff including Professional Services Staff.
• Managing client escalations and satisfaction related issues.
• Providing guidance to direct reports, both first line manager and delivery-oriented employees.
• Serving as an escalation point within Red River management for clients of Managed Services and resolving escalated issues in accordance with the Red River dispute escalation procedures.
• Ensuring clarity around priorities and goals for business operations, procurement, asset management and customer facing functional areas.
• Working across functions with peers in other accounts to ensure completion of shared goals.
• Interacting with senior management for reporting, strategy development and execution planning.
• Supporting Account Operations Management in the process of authorizing invoicing as part of contract management.
• Reviewing monthly charges and invoices to assure the accuracy of service fees and other charges including accurate pass-through expenses.
• Investigating variances relating to forecast expenditures or incurred expenditures.
• Reviewing and providing input on any amendments or Changes that modify the Service Fees.
• Other duties as assigned.

Minimum Education/Certification/Experience Requirements:

• BS Business Administration, Computer Science, Engineering or other technical degree or equivalent experience.
• Previous technical support and experience in IT infrastructure with focus on Data Center, Network, Cloud Computing, Unified Communications, and Cyber Security, Database Management.

Preferred Education/Certification/Experience:

• Experience with IVR technologies.
• Experience with ServiceNow.
• Ability to achieve public trust clearance.
• 5 years of management experience.
• Knowledge of ITIL framework.

Knowledge, Skills and Abilities:

• Proficiency in leading both physical and virtual teams.
• Ability to drive strategic direction.
• Experience in dealing with third-party-provided services.
• Asset management expertise and procurement expertise.
• Strong organizational skills capacity to train and guide junior team members.

Basic Qualifications:

Red River offers a competitive salary, excellent benefits and an exceptional work environment. You can review our benefit offerings here . If you are ready to join a growing company, please submit your resume and cover letter (optional).

EOE M/F/DISABLED/Vet

Red River is an equal opportunity employer and makes employment decisions based on business needs, job requirements and individual qualifications, without regard to race, color, religion, national origin, sex (including pregnancy), sexual orientation, gender identity or expression, marital status, age, family medical history or genetic information, disability, past or present military service, or any other characteristics protected under the laws applicable in the locations where Red River operates. Red River will not tolerate discrimination or harassment based on any of these characteristics.