Manager of Service & Delivery
Job title: Manager of Service & Delivery in Saratoga Springs, NY at RedShift Recruiting
Company: RedShift Recruiting
Job description: Job DescriptionJob ID#:4369Job Category:Information TechnologyWe are seeking an experienced and strategic Manager of Service & Delivery to lead the support and management of multiple managed services clients. In this key role, you will ensure that IT solutions and processes enable efficient and effective management of clients' technology needs while delivering a high level of customer service. This is an exciting opportunity, located near Ballston Spa, NY, for a motivated leader with a strong technical background and a passion for driving business success.Responsibilities of the Manager of Service & Delivery will include:
- Build and maintain productive relationships with managed services clients.
- Oversee the delivery of managed services, ensuring all Service Level Agreements (SLAs) are met and the customer experience remains exceptional.
- Develop and scale the support organization to meet business revenue and profitability goals, ensuring proper resource allocation across support tiers.
- Leverage technical expertise to assess team performance, troubleshoot issues, and evaluate productivity tools.
- Develop and implement training plans to ensure the support team's competency with current technologies.
- Manage both onsite and remote support for managed services clients.
- Provide timely and high-quality responses to support requests.
- Communicate effectively during large-scale IT outages for managed clients.
- Collaborate with leadership to evaluate and implement new service offerings and technology solutions.
- Maintain the cybersecurity posture of client systems, including patching, backups, and best practices.
- Measure and report on team performance, including SLAs and KPIs.
- Oversee licensing procurement to support service delivery.
- Ensure compliance with incident, change, and problem management policies.
- Develop and maintain customer support tools and enforce IT policies and procedures.
- Perform other duties as assigned.
- 5+ years of experience managing a managed services delivery team.
- Proven success scaling a managed services team through significant growth.
- Strong technical knowledge of network and client operating systems, hardware, and protocols, including Windows OS, Office 365, and Azure.
- Demonstrated experience in staff management and budgeting.
- Excellent troubleshooting, communication, and multitasking skills.
- Industry expertise in enterprise infrastructure solutions.
- Bachelor's degree in Computer Science or a related field (or equivalent experience).