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Service Delivery Manager

Purpose of Position

The Service Delivery Manager will be responsible for managing the delivery of 5Q services to an assigned client base and ensuring the company meets all client needs and expectations. This role will work closely with 5Q technical teams, including the TechIQ team leads, to ensure that all services are delivered on time, within budget, and to the required level of quality.

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Major Responsibilities and Accountabilities

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  • Manage the contracted delivery of services to clients, ensuring that we meet their needs and expectations.

  • Work with clients to understand their requirements and identify opportunities for improvement.

  • Develop and maintain strong relationships with clients, acting as their primary point of contact for all service-related issues.

  • Work with technical teams, including the TechIQ team leads, to ensure that all services are delivered on time, within budget, and to the required level of quality.

  • Monitor and report on service delivery performance, identifying areas for improvement and taking corrective action where necessary.

  • Manage service delivery risks and issues, escalating them to senior management as required.

  • Ensure that all service delivery processes and procedures are documented and adhered to.

  • Develop and maintain service level agreements (SLAs) with clients, ensuring that they are achievable and realistic.

  • Lead service review meetings with clients, providing regular updates on service performance and identifying opportunities for improvement.

  • Develop and maintain service delivery metrics, reporting on them regularly to senior management.

  • Responsible for the design, execution, and remediation of identified controls in your area of responsibility.

 

Qualifications and Experience​

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  • Bachelor’s degree in information technology or a related field.

  • At least 5 years of experience as a service delivery manager role in a technology managed services provider.

  • Proven leadership skills, with experience in managing and mentoring a team of service delivery managers.

  • Strong knowledge of IT infrastructure, applications, and systems.

  • Excellent communication skills, with the ability to build strong relationships with clients.

  • Strong analytical and problem-solving skills.

  • Experience in managing SLAs and service delivery metrics.

  • Strong project management skills.

  • Ability to work in a fast-paced environment and manage multiple priorities.

 

Physical Demands/Work Environment

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  • Ability to use a keyboard to enter and retrieve data.

  • Must have good eyesight to view computer monitor and phone.

  • Lifting and/or carrying of 15-30 lbs. or more.

  • Willing to travel <20%

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5Q provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, marital status, or status as a covered veteran in accordance with applicable federal, state and local laws.  The Company complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

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