The Service Delivery Manager is responsible for managing the activities and responsibilities of the NOC & Professional Services team. As a part of this management, the Service Delivery Manager is also responsible for providing high-level technical assistance to the team and ensuring service and support is provided to customers at agreed levels.Key Responsibilities:• Serve as a Subject matter expert on technical issues and provide guidance to both internal teams and clients. • Function as the customer’s single point-of-contact for problem identification and resolution for issues that have been escalated by the team. • Improve usage of IT Support resources and increase productivity of the team. • Communicate with all parties in a constructive manner to guarantee customer expectations are met. • Maintain awareness of all outstanding customer pre- and post-delivery issues and provide status to clients, as necessary. • Perform customer follow-up to verify final resolution and determine satisfaction level. • Interface with appropriate technical personnel for customer problems that cannot be resolved effectively. • Provide accurate reports and metrics to company management on the status and budget of on-going projects and agreements. • Understand overall NOC & service desk objectives, as well as the role and function of each team member. • Manage the development of the team by ensuring that daily tasks and activities are in line with their career interests. • Assist the remote service team in design and development tasks. • Mentor remote service team during technical escalations. • Drive problem investigations and resolution as required. • Ensuring that risks are identified, communicated, and mitigated and that services and projects are delivered successfully. • Design and maintain process documentation for the remote service team. • Manage the process of implementing change efficiently and effectively.ADDITIONAL DUTIES & RESPONSIBILITIES:• Identify areas for improvement and make constructive suggestions for change. • Continually seek opportunities to increase customer satisfaction and deepen customer relationships. • Escalate Service-related issues to the Director of NOC Service Delivery as required. • Ensure consistency of existing systems through creating, maintaining, and enforcing standards/procedures for implementing technical solutions. • Communicate escalated issues to customers: keeping them informed of progress, notifying them of impending changes or agreed outages, etc. • Business awareness: specific knowledge of the customer and how IT relates to their business strategy and goals. • Develop in-depth knowledge of the service catalog and how it relates to customer’s needs. • Involvement in the design and building of new services. • Conduct performance evaluations and mentor those with less experience. • Develop training programs to develop and refine the skills of the remote NOC team. • Facilitate regular remote service team meetings and service board reviews. • Document internal processes and procedures related to duties and responsibilities. • Responsible for entering time and expenses in HALO as it occurs. • Review and approve the remote service team’s time and expenses sheets in HALO. • Enter all work as activities, service tickets, or project tickets into HALO. • Review IT publications and online materials to remain up to date with current and future technologies emerging in the industry.
Job Title
Service Delivery Manager