IT Service Delivery Manager

The Service Delivery Manager plays a key role in developing and executing customer support strategies collaborating with our Managed Service partner to address complex issues and working to identify areas for improvement.  This role is responsible for ensuring the success of the Digital Consumer Channels Support Team which includes on and offshore team members. This role acts as liaison between Raising Canes and our Managed Service partner. The Service Delivery Manager is responsible for overseeing this team managing the relationship ensuring timely and effective assistance by managing daily operations resolving escalated issues implementing strategies to improve customer satisfaction and monitoring team performance to maintain high service standards.

Your Impact and Responsibilities:

• Holds the Managed Service partner team accountable to deliver against the agreed SOW and SLAs while also assigning tasks providing feedback and conducting reviews
• Monitors customer interactions identifies and resolves escalated issues ensures timely response to inquiries and actively works to maintain high customer satisfaction levels
• Oversees daily operations of the customer support team which includes managing ticket queues tracking key performance metrics and identifying areas for improvement
• Conducts audits on incident progress closure and backlogs proper assignment recurring issues RCA problem changes/CRs communication on releases and problem ticket closure and the tools used (JIRA)
• Demonstrates initiative and a proactive approach to daily tasks automation continuous service improvement and alert fine tuning
• Analyzes customer feedback data to identify trends and areas for improvement reports key metrics to management and implements necessary changes
• Owns the escalation process managing major incidents to ensure coordination of resolving parties effective communication with stakeholders and incident review
• Contributes to the development of customer support strategies including process improvement initiatives and potential new support channels
• Monitors controls and supports service delivery ensuring systems methodologies and procedures are in place and followed
• Monitors customer service interactions to ensure adherence to quality standards and company policy

• Ensures future demand from growth and projects is understood and factored into capacity plans for all associated systems
• Drives internal and thirdparty service review meetings covering performance service improvements quality and processes

Qualifications :

• 5 years of proven experience in IT service delivery or experience managing a managed service provider
• Knowledge and Experience preferred but not required in one or more of the below technologies: Custom platform (Micro services/React/Node/GraphQL with AWS)/other platforms like HCL Commerce/Adobe Commerce/Commerce tools etc. and Olo or other comparable ordering platforms
• Six Sigma/ITIL/PMP certified for quality assurance and process control is a plus
• Possess knowledge on managing websites/mobile applications/New Restaurant Openings/daily operations in SaaS solutions like OLO with respect to Restaurant business
• Demonstrated ability to operate in a fastpaced environment with the capacity to quickly pivot
• Able to handle highly confidential information and maintain strict confidentiality in a timesensitive manner
• Detailoriented organized and able to manage multiple priorities that may be constantly changing 
• Selfdriven flexible and highly energetic with strong leadership analytical written interpersonal and verbal communication skills
• Able to work effectively and efficiently both independently and collaboratively
• Able to work fulltime out of the Dallas Restaurant Support Office located in Plano TX
• Bachelors degree in information technology business administration or a related field
• Possess strong project management abilities and the ability to lead teams and resolve problems effectively

Additional Information :

All your information will be kept confidential according to EEO guidelines.

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Remote Work :

No

Employment Type :

Fulltime