Service Delivery Manager

Griffin Resources is recruiting on behalf of TruAdvantage for a Service Delivery Manager.

CompanyOverview:

AtTruAdvantage we strongly believe in investing in our people because we know that a company is only as good as its team members. We believe in empowering our team members so they can learn lead and impact other team members and our clients. Our clients know it feel itand that contributesto our high client satisfaction and retention rate.

Based in the Bay AreaTruAdvantageis an award-winning managed IT Service provider that specializes in real-time IT support cybersecurity cloud and Strategic IT consulting. We believe in delivering IT solutions that can solve ourclientsproblemsoptimizetheir organization and staffs efficiency and help them grow competitive advantage.

You may also want to check out the following links:
Our office: clients video testimonials: Core Values

• Partnership
• Process
• Growth
• Teamwork

Position Overview:

The Service Delivery Managers primary responsibility is to manage the activities and responsibilities of the service delivery team. As a part of this management they will alsobe responsible forproviding technicalassistanceto the team and ensuring service and support is provided to clients at agreed levels. The Service Manager reports to the Director of Operations. The Service Manager develops and refines our companys best practices. This position requiresa high levelof independence and strong client service and skills. Organizational ability is important to keep track of all tasks because the job requires a great deal of task management in multiple areas. Accurate andtimelytracking of client work service calls and related documentation including timesheets isrequired.

This is a Hybrid position requiring occasional travel to the office in San Jose CA. The business hours are 8:30 am - 5:30 pm PST.

Salary Range: 90K - 120K

Position Responsibilities

Day-to-Day Management

• Manage the service delivery teams daily activities as well as the dispatch process of service requests
• Interface withappropriate technicalpersonnel for client problems that cannot be resolved effectively
• Provideaccuratereports and metrics to company management on the status and budget of on-going projects and agreements
• Contribute to the continuity ofITservices by providing the necessary technical leadership
• Drive problem investigations and resolution asrequired
• Design andmaintainprocess documentation for the service delivery team
• Manage the remote monitoring and management system to ensure consistency andaccuratereporting of client devices
• Responsible for service scheduling escalation and client satisfaction
• Active role in daily management of all services calls
• Ensure quality and profitable services are performedand meetthe agreed SLA
• Administration and Management of Remote Monitoring Tool (Datto RMM)
• Administration and Management of Professional Services Automation Tool (ConnectWisePSA)
• To ensure that systems processes and methodologies are followed according to company guidelines
• To provide reports on an agreed scheduletoSenior Management and clients
• Identifytrends and develop strategies to supporttechnologytrends
• Assistin the development of technical support engineers from a career perspective
• To build relationships with clients andparticipatein necessary client meetings
• Strong positive client feedback considered highly trusted area expert
• Other duties as assigned

Knowledge and Abilities

• Knowledge and experience in cross-functional management methods and techniques
• Knowledge of IT applications processes software and equipment
• Strong organizational presentation and client service skills
• Skill in strategic planning with an ability to think ahead and plan over a 6-to-12-month time span
• Skill in planning and preparing written communications
• Skill inrecruitinghighperforming peopleleadingthemand getting results withstrongclient orientation
• Ability to perform various tasks and adapt to changes quickly
• Ability to work in a teamcommunicate effectively coach improve and elevate the team members
• Ability to understand individual team members career goals and develop career paths for them
• Service awareness of all organizations key IT services for which support is being provided
• Understanding of support tools techniques and how technology is used to provide IT services
• Professional IT Management & Technical Certifications such as: ITILSix Sigma Scrumand/orPMPishighly desired andMicrosoft M365 & Azure Cisco Meraki or Security a plus
• Willing to work occasionally and/or be on call overnight holidays and weekends

Qualifications

• 3 years of experience workingina Managed Service Provider (MSP)
• Bachelors degree in a related field with courses in IT MIS computerscienceor engineering
• 2yearsCustomer Services experience
• 2 years Management experience

PersonalSkills

• Self-motivated andhigh levelof enthusiasm
• Enjoys helping people no matter how simple the problem
• Enjoys sharing information supporting others and working on a team to achieve team goals
• Take a personal interest in and responsibility for quality of work performed
• Ability to pay close attention to detail while performing technically detailed task
• Ability to quickly learnnew technologiesand adapt to rapid changes

Key Performance Indicators

• ClientSatisfaction Score
• Service Gross Margin
• Service Level Agreement Adherence
• Service Team 3XW2 Attainment
• Budget Variance
• Billable Utilization