Job Description
Job Role : Service Delivery Manager
Location : Cleveland, OH (Onsite)
Job type : Fulltime
JOB DESCRIPTION :
Job Overview:
We are seeking a highly organized and experienced Service Delivery Manager to join our team. The Service Delivery Manager will be responsible for managing the delivery of IT services to our clients, ensuring that service levels are met and exceeded and that customer satisfaction is maintained. The successful candidate will have a strong IT service delivery and management background, excellent communication skills, and the ability to manage a team effectively. Experience working in healthcare provider organizations is a plus.
Responsibilities:
Manage the delivery of IT services to clients, ensuring that service levels are met and exceeded and that customer satisfaction is maintained.
Develop and maintain strong relationships with clients and stakeholders, acting as the primary point of contact for service delivery issues, escalations, and management of service level agreements and service management daily operations.
Ensure that all services are delivered in accordance with service level agreements, contracts, and other agreements.
Manage the performance of the service delivery team, ensuring that objectives are met and that team members are motivated and engaged.
Continuously monitor and report on service delivery performance, identify improvement areas, and implement changes where necessary.
Identify opportunities to improve service delivery processes and work with stakeholders to implement changes.
Develop and maintain a deep understanding of client needs and requirements, and use this knowledge to ensure that services are aligned with business goals.
Manage the delivery of projects and initiatives related to service delivery, ensuring they are delivered on time, within budget, and to the required quality standards.
Collaborate between the customer, the managed services provider, third parties, other departments and teams to ensure service delivery is aligned with overall contractual requirements and business objectives.
Requirements:
- Bachelor's degree in computer science, information technology, or a related field.
- At least 5 years of experience in IT service delivery and management.
- Strong understanding of IT service management frameworks such as ITIL.
- Excellent communication skills, with the ability to communicate effectively with clients, stakeholders, and team members.
- Strong leadership and management skills, with the ability to motivate and engage a team.
- Excellent problem-solving skills, with the ability to identify and resolve service delivery issues.
- Ability to manage multiple projects and initiatives simultaneously and to prioritize workload effectively.
- Knowledge of project management methodologies, tools, and techniques.
- Experience with ServiceNow and other ITSM tools is a requirement
- Ability to work effectively under pressure and tight deadlines.
- Strong attention to detail and organizational skills.
Job Tags
Full time,