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.
