IT Service Delivery Manager

The Service Delivery Manager oversees the delivery of services and service technology to the company's clients or customers. The role involves managing projects, fixing reliability issues, tracking service metrics, staying within budgets, and leading the service delivery team.

We are seeking a dynamic Operations Leader with 3-5 years of experience to join our team. The ideal candidate will have expertise in Helpdesk Management, Ticket Triage, and Microsoft 365 Products, including all admin center functionalities. Proficiency in ConnectWise Manage or equivalent solutions PSA is required. Additionally, candidates should possess Microsoft certifications such as Azure Admin, Pax8, and IT Glue. The candidate must be able to thrive in a fast-paced environment. The ideal candidate will excel in multitasking, prioritization, etc. This role will involve managing dispatch, coordinating with various IT teams, and occasional client-facing interactions.

Here are key elements of the job description for a Service Delivery Manager:

1. Client Management:

• Build and maintain strong, long-lasting customer relationships, ensuring a boutique level of service.
• Ensure the timely and successful delivery of solutions according to customer needs and objectives.
• Communicate clearly the progress of monthly/quarterly initiatives to internal and external stakeholders.

2. Leadership and Team Management:

• Lead and motivate a team of IT professionals, encouraging continuous development and empowerment.
• Provide direction, support, and regular performance reviews, managing career progression.
• Promote a culture of ‘Living is Giving’, encouraging team generosity and community involvement.

3. Service Management:

• Oversee and take responsibility for the delivery of services, ensuring high quality, customer satisfaction, and adherence to a boutique level of service.
• Implement and manage service delivery processes to meet customers' service level agreements (SLA), prioritizing speed of service.
• Optimize resource allocation, ensuring all services are delivered on time, within scope, and within budget.

4. Continuous Improvement:

• Continuously improve all service delivery processes and practices, fostering a culture of innovation and efficiency.
• Implement initiatives to ensure cost-effectiveness, speed of service, and service quality.
• Stay informed of advancing technology and industry best practices.

5. Risk Management:

• Identify and mitigate risks associated with service delivery.
• Ensure all compliance and regulatory requirements are met.

6. Core Values Integration:

• Boutique Level of Service: Tailor service delivery to exceed customer expectations with personalized solutions.
• Living is Giving: Foster a team environment that embraces giving back to the community and helping clients succeed.
• Own the Outcome: Ensure accountability in all service delivery outcomes, with team members owning their impact.
• Continuous Development: Promote ongoing learning and adaptation within the team to keep up with industry standards.
• Speed of Service: Emphasize efficiency and timeliness in all service delivery processes.

Responsibilities:

• Efficiently manage Helpdesk operations, including ticket triage and resolution.
• Utilize ConnectWise Manage or equivalent PSA solution
• Oversee Microsoft 365 products and their respective admin centers.
• Collaborate with various IT teams to ensure seamless workflow and task completion.
• Facilitate client interactions and occasional on-site visits.
• Other duties as assigned by management to meeting business needs

Requirements:

• 3-5 years of experience in a similar role.
• Proficiency in ConnectWise or equivalent solution.
• Strong understanding of Helpdesk Management and Ticket Triage.
• Expertise in Microsoft 365 Products and administration.
• Microsoft Certified: Azure Admin,

Preferred & Helpful:

• Management in MSP
• IT Infrastructure Library (ITIL) certification.
• Knowledge of AWS services.
• Familiarity with Axcient, BrightGauge, and Fortinet solutions.
• Pax8
• IT Glue

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

Experience level:

• 3-5 Years of IT Service Delivery Preferred

Job Type: Full-time

Pay: $90,000.00 - $110,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Retirement plan
• Vision insurance

Experience level:

• 3 years
• 4 years
• 5 years

Schedule:

• Day shift

Ability to Commute:

• Woodland Hills, CA 91367 (Required)

Ability to Relocate:

• Woodland Hills, CA 91367: Relocate before starting work (Required)

Work Location: In person