Service Delivery Manager
Service Delivery Manager
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Job Description
The Service Delivery Manager serves as the primary point of contact and support for clients managing all communications. This role is responsible for resolving client issues logging and managing incidents and overseeing changes. This position demands strong management experience a high level of professionalism and a solid work ethic while also acting as a mentor and leader within the team.
Responsibilities:
Lead and optimize team performance recommending process improvements to enhance service quality and customer satisfaction
Provide technical guidance develop procedures and source tools to support efficient service delivery operations
Monitor programs and procedures to ensure on-time delivery customer satisfaction and consistency; proactively address risks and escalate issues as needed
Maintain 24/7 service coverage with appropriate staffing levels at all times
Investigate and resolve customer concerns about service timeliness or quality
Oversee training development and performance monitoring of the service delivery team
Ensure secure accurate and efficient shipping and receiving operations
Support customer implementation tasks including tape rotations network installs/troubleshooting cage builds and logistics
Ensure team knowledge of and compliance to OSHA / safety standards
Manage operational costs to maximize profitability of service delivery offerings
Maintain clear professional client communication and ensure effective shift handoffs
Oversee supply management to ensure timely availability
Keep service delivery procedures MOPs and SOPs up to date
Build and audit circuits in online database network management tool and assist in special projects as required
Set SMART goals with team members for annual reviews
Handle weekly payroll cycles and hourly labor tracking for direct reports
Qualifications:
6 years in customer service within a data center environment and/or 10 years in technical roles in customer-focused organizations
Proven vendor management experience
Team leadership experience including managing non localized teams of 5
Skilled in troubleshooting documenting procedures training staff and collaborating across all organizational levels
Experience managing multiple projects and shifting workloads in a fast-paced environment
Strong customer service mindset with a positive solutions-driven attitude
Strong ability to consult customers on new implementation stages within their environment
Excellent communication problem-solving and decision-making skills
Proficient in Microsoft Office Suite (Excel Word PowerPoint Outlook SharePoint); knowledge of Visio and AutoCAD is a plus
Ability to manage multiple sites within driving distance of each other on a same day travel basis
Flexible availability including extended onsite hours during emergencies
Education:
Minimum requirement of High-School diploma or GED equivalent. College degree preferred but will consider applicants with equivalent work-related experience.
Work Environment:
Work Schedule: Monday - Friday with flexible availability for emergencies and critical issues
Physical Demands: The position involves significant physical activity including standing for extended periods lifting up to 50 pounds and frequent bending and climbing ladders
CyrusOne is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race color sex sexual orientation gender identity religion national origin disability veteran status or other legally protected status.
CyrusOne provides reasonable accommodation for qualified individuals with disabilities in accordance with the Americans with Disabilities Act (ADA) and any other state or local laws. We will respond to requests for reasonable accommodations to assist you in applying for positions at CyrusOne or to submit a resume.
Required Experience:
Manager
Employment Type
Full-Time
