Job Description

Service Delivery Manager

Location:

BostonMassachusetts

Date Posted:

1/6/2022

Employment Type:

Permanent

Recruiter:

Clayton Minnich

Recruiter Email:

clayton.minnich@avidtr.com

Job ID:

JN -012022-14854

Job Description

Summary:
The Service Delivery Manager is responsible for ensuring that services are being seamlessly delivered to users of technology for client. Through application of ITIL (Information Technology Infrastructure Library) Service Delivery principles, they are in charge of a variety of tasks, such as rectifying reliability issues, monitoring progress, assisting in the development of SLAs, tracking SLAs and KPIs, and managing budgets amongst other responsibilities. A service delivery manager plays a vital role in boosting the user experience by ensuring the smooth delivery of top-notch services that meet and exceed customer demands.

What you'll do:
  • Facilitate and administer the daily workflow activity from helpdesk vendor to clients ensuring appropriate delivery of process for escalations from the first level User Support vendor.
  • Act as a liaison between User Support, operations and engineering teams, ensuring efficient ticket escalation, enhancing/creating useful tools to share knowledge and improve processes.
  • Responsible for development, updating, managing, and monitoring of SLAs, OLAs, KPIs, and other compliance requirements with User Support third-party vendor.
  • Responsible for collaborating with internal service teams on development, updating, managing, and monitoring of SLAs, OLAs, KPIs, and other compliance requirements for internal IT.
  • Responsible for ensuring seamless escalation processes through development of advanced tracking & reporting mechanisms included but not limited to:
    • Negative Survey Responses
    • Process Improvement submissions
    • Emails to IT leaders that get sorted out by engineering teams – track and record/report
  • Focal point for customer satisfaction. Acts as liaison towards reviewing unsatisfactory user engagements and reporting said occurrences to the appropriate manager towards resolution of the issue to the end user’s satisfaction.
  • Involved in contract negotiation as needed specifically with respect to the User Support third-party vendor
  • Implement, maintain, and facilitate a department wide Problem Management process with a focus on measuring ROI and success based on ticket reduction.
  • Responsible for broader reporting on reliability, quality, and quantity to IT Sr. Leadership.
  • Responsible for ensuring the regular flow of tickets and cleaning up any aging tickets through a clearly defined process on how these should be handled.
  • Responsible for facilitating the surveying of end users on technology needs.
  • Will facilitate the Customer Satisfaction Management program within the User Experience Team which balances deploying end user surveys, coordinating focus group meetings, and scheduling individual 1:1 interviews then aggregating that data to present to IT Leadership on a regular, ongoing basis.
  • Responsible for conceiving of, implementing and managing, Chat, Chat Bot, and other more cutting edge methods of accessing User Support to the firm.
  • Responsible for ensuring that as new technology is introduced to the firm, the support apparatus is prepared to support said new technology.
  • Responsible for developing, implementing, and maintaining a Service Transition Process dept-wide.
  • Responsible for overall Trend Analysis.
  • Responsible for ensuring that reports for high level management consumption focuses on visualizations.
  • Responsible for User Support Analyst Performance Tracking through ticket reviews and other performance tracking mechanism.
  • Collaborates with internal IT Service Managers towards implementing quality management reporting – specifically ticket reviews, amongst other agreed to mechanisms.
  • Developing a deep understanding of projects to gain insights into the scope of service delivery
  • Taking accountability for service delivery performance, meeting customer expectations, and driving future demand
  • Analyzing third-party as well as internal processes, and creating strategies for service delivery optimization

 
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