Service Delivery Manager (SDM)
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Job Location:
Modesto, CA - USA
Monthly Salary:
Not Disclosed
Posted on:
2 hours ago
Vacancies:
1 Vacancy
Job Summary
## Job Title: Service Delivery Manager (SDM)
Location: Modesto CA
Duration: Long Term
Type: Part-Time (10 hours/week) Onsite
---
### Position Overview
We are seeking an experienced Service Delivery Manager (SDM) to lead a team of 6 Desktop Support Specialists (DSS) in Modesto CA. This role oversees L1/L2 support engagements ensures service levels are met and manages related operations and resource needs. The SDM will also play a key role in preparing SLA agreements managing deliverables and reporting on support engagement status for both internal and external stakeholders.
---
### Key Responsibilities
- Leadership & Management:
- Direct and manage the delivery of IT support by defining project scope customer goals and deliverables in line with client requirements.
- Implement best practices to optimize engagement execution and management.
- Service Level Management:
- Ensure DSS team members adhere to agreed KPIs and SLAs.
- Prepare and assist with SLA agreements as needed.
- Stakeholder Engagement:
- Serve as the Single Point of Contact (SPOC) for client escalations driving issue resolution and providing timely updates to stakeholders.
- Interface with engineers local and remote support teams to ensure seamless operations.
- Team Development:
- Coach mentor and motivate DSS team members fostering accountability and professional growth.
- Assign and manage DSS responsibilities and monitor progress of deliverables.
- Reporting:
- Prepare and present reports on support engagement status for both internal and external stakeholders.
- Additional Duties:
- Take on other service delivery tasks as assigned by the client.
- Travel:
- Some travel between client locations may be required (mileage reimbursed).
---
### Supported Assets
- Windows Devices
- Apple Devices: iPhones/iPads Mac computers
- Specialized Equipment: Vehicle Mounted Units (VMUs) tablets kiosks timeclocks
---
### Support Characteristics
- Service Timing:
- P1/P2 issues: 24x7 coverage
- P3/P4 issues: 16x5 coverage
- Support Level: L1 and L2 across all devices
- Tool Integration: DRA/Native AD/AAD SNOW SuperAntiSpyware MOBI Azure/Intune ADP PrinterLogic BeyondTrust MDE
---
### Qualifications
- Experience:
- 10 years in IT technical support (L1/L2)
- 2 years in a Managed Services environment
- Proven L2 end user support experience (required)
- Certifications:
- ITIL Foundation (preferred)
- Skills:
- Strong leadership communication and problem-solving skills
- Ability to manage multiple priorities
- Experience with the listed tools and technologies
- Other:
- Must work onsite at the clients Modesto CA location
- Must possess a valid drivers license and personal vehicle for local travel
Location: Modesto CA
Duration: Long Term
Type: Part-Time (10 hours/week) Onsite
---
### Position Overview
We are seeking an experienced Service Delivery Manager (SDM) to lead a team of 6 Desktop Support Specialists (DSS) in Modesto CA. This role oversees L1/L2 support engagements ensures service levels are met and manages related operations and resource needs. The SDM will also play a key role in preparing SLA agreements managing deliverables and reporting on support engagement status for both internal and external stakeholders.
---
### Key Responsibilities
- Leadership & Management:
- Direct and manage the delivery of IT support by defining project scope customer goals and deliverables in line with client requirements.
- Implement best practices to optimize engagement execution and management.
- Service Level Management:
- Ensure DSS team members adhere to agreed KPIs and SLAs.
- Prepare and assist with SLA agreements as needed.
- Stakeholder Engagement:
- Serve as the Single Point of Contact (SPOC) for client escalations driving issue resolution and providing timely updates to stakeholders.
- Interface with engineers local and remote support teams to ensure seamless operations.
- Team Development:
- Coach mentor and motivate DSS team members fostering accountability and professional growth.
- Assign and manage DSS responsibilities and monitor progress of deliverables.
- Reporting:
- Prepare and present reports on support engagement status for both internal and external stakeholders.
- Additional Duties:
- Take on other service delivery tasks as assigned by the client.
- Travel:
- Some travel between client locations may be required (mileage reimbursed).
---
### Supported Assets
- Windows Devices
- Apple Devices: iPhones/iPads Mac computers
- Specialized Equipment: Vehicle Mounted Units (VMUs) tablets kiosks timeclocks
---
### Support Characteristics
- Service Timing:
- P1/P2 issues: 24x7 coverage
- P3/P4 issues: 16x5 coverage
- Support Level: L1 and L2 across all devices
- Tool Integration: DRA/Native AD/AAD SNOW SuperAntiSpyware MOBI Azure/Intune ADP PrinterLogic BeyondTrust MDE
---
### Qualifications
- Experience:
- 10 years in IT technical support (L1/L2)
- 2 years in a Managed Services environment
- Proven L2 end user support experience (required)
- Certifications:
- ITIL Foundation (preferred)
- Skills:
- Strong leadership communication and problem-solving skills
- Ability to manage multiple priorities
- Experience with the listed tools and technologies
- Other:
- Must work onsite at the clients Modesto CA location
- Must possess a valid drivers license and personal vehicle for local travel
Key Skills
- IT Experience
- Data Center Experience
- Problem Management
- Network Management
- Management Experience
- Solaris
- Customer Support
- ServiceNow
- IT Service Management
- ITIL
- Project Management
- Operating Systems
