Job Description

Job Title : Service Delivery Manager

Location : East Hanover, NJ

Duration : Permanent, Direct Hire

Salary Range : $110-120,000 (negotiable based on experience)

Summary :

The Service Delivery Manager is primarily responsible for overseeing the onsite delivery teams to ensure that contracted services are delivered in accordance with agreed expectations and SLAs.

Responsibilities :

• Report to, partner with and take work direction from the account Director of Customer Success

• Promote and drive team collaboration and maintain high team morale

• Maintain an organized and professional environment where all service delivery teams perform to customer’s values and standards of excellence

• Own and manage the hiring, allocation and HR management of the resources that report to SDM, including onsite and remote teams

• Provide tactical oversight of onsite and remote resources

• Team leadership - approve timesheets, performance review and goal setting activities

• Active cooperation with the HR team - open new positions, selection of candidates and organization of interviews, onboarding of new employees

• Actively contribute to the identification, reporting and implementation of Continuous Service Improvement (CSI) items

• Actively collect, interpret and operationalize data from all available sources - monitoring and management tools, ITSM tools (e.g. ServiceNow) team resource utilization, the customer and other sources

• Actively drive scheduled internal and external operations meetings - based on the use of agendas, meeting preparation, effective operational analysis and collaborative teaming with internal and customer team members

Qualifications :

• Ability to direct a team towards a cohesive set of strategic objectives and maintain efficient timelines in the completion of tasks

• Proven ability to significantly contribute toward or lead operation initiatives with a results oriented approach

• Demonstrated leadership and management skills in a team-oriented, collaborative environment

• Exceptional strategic thinking and structured problem-solving skills

• Ability to negotiate conflict and maintain constructive working relationships with people at all levels of the organization

• Ability to balance multiple tasks with changing priorities

• Ability to work and think independently and ensuring meeting deadlines

• Strong organizational skills and excellent attention to detail

• Must have clear and professional communication skills (written and oral) both internally and externally

• Effective communication and interaction with employees, clients, and colleagues and the ability to work effectively with all levels of the organization

• Proficient with Microsoft Office (Word, Excel, Outlook), Microsoft Project and Adobe Acrobat

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