Service Delivery Manager

Job Title: Service Delivery Manager Job Type & Location: Full-time, United States.
JOB DESCRIPTION: Currently, Bounteous is searching for a Service Delivery Manager to add to our fast-growing Managed Services Delivery team. Successful candidates have a demonstrated history and the gravitas to truly partner with clients and lead all types of managed services efforts including infrastructure and application managed services as well as IT Service Management practice enhancements and continual improvement initiatives.Candidates should have 3-5 years’ experience working in Managed Services organizations. You will be responsible for prioritizing, guiding, and directing practice area teams to provide exceptional support to our managed services clients.    Responsibilities:  Acts as the liaison between customers and Technical Service Delivery teams  Builds and manages customer relationships and stives for highest level of customer satisfaction  Customer’s single point of contact for escalations and communication focal point for satisfaction issues  Knowledgeable of all managed service offerings and represents all services to the customer  Manages a customer satisfactionprogram consisting of periodic solicitation of customer feedback and development of action plans designed to improve the service experience  Leads and manages Quarterly Business Review (QBR) program for assigned customers. This includes reviewing, auditing delivery performance and preparing presentations and documentation as needed  Oversees client-specific projects   Drives and manages Root Cause Analysis efforts with any service failures and communicates resolutions back to affected customers  Supports and manages customer related projects as needed  Presents Monthly Service Level Agreement (SLA) reporting and performance review  Brings a comprehensive understanding of Managed Services, IT Service Management (ITSM) and the ITIL Framework   Promotes Managed Services across Bounteous and to our clients to enhance understanding of ITSM and how it co-creates value  Reports to Service Delivery Director and heavily interacts with service delivery coordinators, process analysts, technical leaders, and engineers to accomplish the delivery of managed services to our clients  Supports Bounteous internal ITSM process and best practices, following ITIL-aligned workflows and processes to facilitate inter-team communications and meet client requirements  Collaborates with stakeholders to establish effective Service Level Agreements (SLAs) designed to ensure client satisfaction by adding value to the service, and managing service performance against agreed SLAs and KPIs (key performance indicators)  Defines staffing models, justifies increases in staff as the operation grows using concrete data from volume-based metrics and Key Performance Indicators   Contract Management – develops client-specific statements of work, ensures change order governance for out-of-scope work, verifies contractual requirements are being met  Financials – manages the profitability of the services for assigned clients, governs resources charging time and expenses against client accounting codes, Maintains proper balance between cost reduction initiatives, account profitability and customer satisfaction  Account Management – works closely with Client Services to provide tools and documentation needed to effectively manage Managed Services clients  Anticipates client service requirements, managing theallocation ofresourcesand stafftominimize service disruptions and ensure services are delivered within budget  Ensures a high level of customer communication including leading service review meetings, managing customer expectations, and working to ensure customer delight  May attend P1 bridge calls and provide Major Incident Management if the MIM is unavailable  Escalates to the Service Delivery Director for major client service impacts  Excellent written and verbal communications skills enabling communication amongst the program teams, client stakeholders, and senior management  Well-versed in and easily shifts between business and technical discussions  Understands the technologies used to provide services including synthetic monitoring, patch management, Infrastructure as Code, automation tools, cloud dashboards and log collectors  Ability to resolve conflicts in a mature, productive, and positive manner    Qualifications:  BS/BA in relevant program, or equivalent work experience  3-5 years managing clients in a Managed Services organization  5+ years of Managed Services/ITSM experience of progressively increased responsibility  Experience with managed services including applications/infrastructure support services  Work with multiple teams simultaneously and manage distributed/remote team members  Experience coaching and developing Managed Services team members  ITIL v3/4 Foundation  In-depth understanding of digital technologies  Experience in bothConfluence/Jira and ServiceNow  Experience working with xMatters, Sumo Logic, Site24x7, New Relic, Cloudflare, Terraform, native cloud a bonus  CSM and PMP certifications are a plus  Experience with CMS platforms (Adobe Experience Manager, Drupal), eCommerce platforms (Magento, Shopify) and Google Analytics a plus.