To help continue our rapid growth and solve our client’s toughest problems, we need a Technology Service Delivery Manager to join our Managed Services Team.This is a fully remote position and may be performed from anywhere within the United States. The role requires availability during Central Time business hours to ensure alignment with client needs.If you love to solve problems and add value, please consider what your typical days might look like…Primary Responsibilities:Provide amazing support to a dedicated group of clients, greatly exceeding their experience of what anyone else has ever done for them.Work with technical teams to provide service level analysis and facilitate continual improvements in the environment, such as improvements to same-day resolution, SLA performance, and customer satisfaction metrics.Provide governance to maintain a client’s service portfolio, including service catalog, service pipeline, and retired services. This role is focused on COBIT reporting and executive level conversations around this reporting.Work with technical teams to facilitate knowledge management.Work closely with Director of Service Delivery, Client Success Manager, and Executive Sponsor to make sure all COBIT and ITSM related deliverables are met.Understand and provide recommendations, identifying improvements to existing IT capabilities, and defining new strategic IT capabilities.Performing successful root cause analysis for complex problem resolution.Accountable for identifying needs and monitoring the progress of deliverables from internal and external service provider teams.Responsible for understanding, communicating, and ensuring operational policies and standards are adhered to.It is critical that this role establish and maintain strong business and technical relationships with the project and managed services teams and be a point of contact for the successful deployment of technology solutions for the client’s IT organization.
