Service Delivery Manager

Service Delivery Managers oversee a technical support team, facilitate meetings, and ensure that Executech’s products and services satisfy clients. They use strong communication skills to encourage teamwork and motivate team members. They also use strong interpersonal skills to build relationships with clients. They have strong leadership skills and are knowledgeable about information technology.

As a Service Delivery Manager (SDM) in Executech’s Utah region, you will play a significant role on the management team and be responsible for overseeing the day-to-day operations of a Service Delivery Team (SDT) to ensure that it runs effectively, efficiently, and profitably. You will lead a team of IT professionals in serving a designated client base, implementing best practices and optimizing the Service Delivery Team’s resources and processes to derive maximum value for each client and for our organization. You will be an on-the-ground leader in the Utah Region, which means responsibility over the development of employees on the team, developing and maintaining a strong culture that aligns with Executech’s mission, vision, and values, and being the face of the Service Delivery Team for clients and for internal partners. You should operate like a technical business leader, driving operational excellence that helps deliver employee success, client success, and business success.

Responsibilities

Responsibilities include but are not limited to:

1. Leadership/Management
   1. Lead/Manage/Administer the Service Delivery Team, including fostering positive employee relationships through quality communication, training, coaching, and mentoring.
   2. Utilize leadership and management principles to enhance internal and external team dynamics.
   3. Ensure Company/Region/Team goals are met. Motivate and empower team members.
   4. Perform monthly stewardship interviews with each team member.
   5. Honor and enforce company policies, procedures, and deadlines.
   6. Ensure that team members are familiar with IT service delivery processes and best practices, offering/facilitating training as necessary.
   7. Maintain a friendly, willing-partner attitude towards co-workers and teammates.
   8. Effectively communicate and successfully coordinate between departments.
   9. Partner with Professional Services, Security, Cloud, Marketing, Sales, Client Success, Operations, Finance, Administration, and Training to help each department be successful and, thus, reinforcing the Service Delivery Team’s overall success.
   10. Participate in company/region/division/team meetings and trainings. Continue to learn and improve in the knowledge of Executech’s products and services to be a greater asset to the business and a more valued consultant to clients.
   11. Serve on the Utah Tech Council to help identify, discuss, and solve for TechOps issues/needs.
   12. Partner with GM and senior leaders to guide Service Delivery Team culture, implement initiatives, pass down HQ/GM direction, etc.
2. Culture
   1. Foster the company culture by building and maintaining relationships with the team and internal partners.
   2. Promote a culture of high performance, ownership, and integrity.
   3. Strengthen Executech core values, holding others accountable for core value alignment and impact on team dynamics.
3. SDT Operations
   1. Manage day-to-day SDTOps and productivity, utilizing strategies to optimize service delivery, improve efficiency, and increase profitability.
   2. Facilitate team morning huddles.
   3. Manage team ticket backlog on ConnectWise Board, setting daily and weekly backlog goals.
   4. Load balance ticket backlog and other tasks across all team members and effectively delegate.
   5. Manage the team schedule/calendars.
   6. Maintain a safe and efficient work environment.
   7. Direct implementation of new technology and solutions within the team unit and for clients.
   8. Collaborate with Director of Service Delivery on internal and client IT/software stacks.
4. Performance Monitoring/Reporting
   1. Organize and oversee Service Delivery Team reporting, analyzing data and identifying trends, to help drive deliverables and desired results at all levels.
   2. Keep track of the SDT’s performance metrics (scorecard) and perform quality controls, identifying areas for improvement, and developing plans to address them.
   3. Prepare and manage reports on SDT operations, performance, and other key metrics (scorecard), and communicate to the team and leaders, including during the weekly L10 meeting.
   4. Monitor/manage client hours utilization and consult with clients on consumption trends, including preemptively gaining approval for excess usage beyond agreement.
5. Service Delivery / Client Success
   1. Provide client communication and consultation, serving as the face of the Service Delivery Team. Always set proper expectations.
   2. Ensure successful delivery of services while meeting/exceeding defined client expectations.
   3. Establish fully engaged clients and ensure they are getting the value they expect throughout the entire client life cycle.
   4. Grow and maintain positive relationships with client POCs. Make sure the client is confident they have access to the SDT Manager for escalation of tech issues, concerns, or kudos of staff, etc.
   5. Focus on the big picture without leaving everyday details behind.
   6. Partner in/conduct regular Technical Business Reviews for each client in the Service Delivery Team’s portfolio, uncovering and delivering insights, spotting opportunities and threats.
   7. Collect, analyze, and use data from every client interaction to ensure their Executech experience is a seamless, consistent whole that’s moved from reactive mode to proactive stance.
   8. Perform on-site visits to client offices.
   9. Anticipate client needs and plan in advance, increasing the odds that the client succeeds with the Service Delivery Team/Executech as their IT Department.
   10. Partner in project architecture/scoping/planning/delivery.
   11. Research and develop new solutions and products per IT Roadmap process.
   12. Partner in new client onboardings to Executech IT Services, introducing Service Delivery Team and ensuring seamless network transition.
   13. Oversee the thorough creation and maintenance of client technology documentation.
   14. Identify trending and client success issues among tickets and communicate to CSM team.
   15. Ensure client retention by monitoring client health and being the first line of defense for client technical concerns. Help manage financial disputes/credits in partnership with Finance, Operations, Client Success, etc.
6. Growth Objectives
   1. Coordinate with region/department leaders and SDT members to support execution of Utah’s growth efforts, both external and internal.
   2. Collaborate with Sales and CSM teams on sales engineering opportunities and tasks.
   3. Consult with clients by helping them see around corners and continually smart proof/upgrade their IT to ensure uptime, increase productivity, and help meet their business objectives.
7. Perform other duties or special projects as required or as assigned by Director of Utah IT Services or GM.

Skills/Minimum Requirements

1. Embodies Executech’s core values.
2. Has aptitude, natural ability, and thorough understanding of the job to execute responsibilities.
3. Will go the extra mile to get the job done. Energized by challenges and obstacles.
4. Possesses the emotional, intellectual, physical, and time capacity to perform the job.
5. Humbly confident and self-aware. Empathetic.
6. Able to do critical thinking and solve complex problems. Able to predict, prioritize, and plan. Able to conceptualize, strategize, and systematize how best to do things while orchestrating human resources.
7. Has stamina, energy, and tenacity to do what it takes.
8. Self-disciplined to use time effectively. Able to structure, prioritize, and organize to optimize their time.
9. Experience leading and managing employees.
10. Excellent multitasking, problem-solving, and communication/consultation skills.
11. Excellent analytical, process improvement, and strategy skills.
12. Solutions-oriented mindset; forward thinking.
13. Detail-oriented and organized with ability to flex; nimble/agile.
14. Business processes and functions knowledge with a solid understanding of Executech’s products/services.
15. Ability to meet/exceed expected throughput and goals of the organization.
16. Trained and/or experienced in conflict management and resolution.
17. Experience in Client Success / Customer Service.
18. Experience in Information Technology / Networking.
19. College degree or equal job experience.