The Service Delivery Manager (SDM) is responsible for the service delivery for the assigned engagement. Responsibilities include planning, assigning, and overseeing the work quality and performance of a team of 15 - 20 technicians and engineers. Connecting information from dissimilar sources to provide informed decisions/alternatives to executive sponsors, and data-driven decision making. Managing client expectations, project and program management, end-to-end team management (from interviews to performance reviews).
The SDM acts as a liaison between Randstad and Client teams to ensure the optimal and smooth delivery of IT services, projects and activities related to their assigned accounts. The SDM supports the Delivery Director and Executive Leadership in preparing monthly, quarterly and annual service performance reviews.
Required Skills
Proven bias towards action, you are a self-starter Superb communication skills and attention to detail (written, oral) Autonomy to manipulate data and extract relevant information / insight Ability to anticipate and resolve client/internal issues
Job Duties
- Supervise team of 15-20
- Provide monthly quarterly governance meetings and reports with the customer and Randstad
- Continually identify, frame, and complete continuous improvement and optimization initiatives (data, business case, solution, documentation, implementation)
- Owns and ensures timely incident escalation occurs in accordance with established policies, procedures and SLA requirements for the assigned account(s)
- Maintain knowledge base for services within scope
- Ensure that Randstad meets or exceeds Contract Deliverables
- Coach, mentor and develop staff including providing career development and training plans
- Comply and enforce established policies, procedures and practices defined by Randstad
- Be available on call for incident escalations
Job Requirements
- Excellent influencing and consultative skills
- Prepare polished and accurate executive level reports, deliverables, project plans, -- and to communicate them effectively
- Prior experience with Customer Relationship/ Customer success management preferred
- Experience with creating, editing, explaining ServiceNow reports and dashboards
- Has delivered multiple concurrent programs and/or complex projects
- Ability to prioritize competing priorities and organize team's agenda for service excellence, collaboration, communication
- Proficiency with Information Technology / Infrastructure concepts: IT Operations, IT Operations Management, SLAs, Cloud, Cybersecurity, Network Engineering, Server Engineering, Customer Service, ITIL, DevOps, Lean IT, ITSM
- 5 years of working within IT department, 5 years supervising others
Desired Skills & Experience
- AWS certification is a plus
- Financial Services or Wealth Management background is a plus
- ITIL Certification is a plus
- Advance Excel user is a plus
- Understanding of statistics basic concepts is a plus
