Service Delivery Manager

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The Service Delivery Manager exhibits solid leadership skills and ownership of expectations and deliverables required of the Operations Support Group. This candidate should have 3-4 yrs. of proven customer management and project coordination experience and a strong background in voice and data communications support through a 24 x 7 operations environment. USAN’s primary management tool is ServiceNow for Projects, incidents and Change – so prior experience is desired. An understanding of networking and telecommunications is a plus. This includes Call Centers, Interactive Voice Response and their components, configurations in cloud based environments. This candidate must be able to produce spreadsheets, presentations, and documents using MS Excel, MS PowerPoint, and MS Word. Also, candidate should be customer orientated with excellent communication and presentation skills. Must have strong interpersonal and negotiating skills, take initiative, work independently, and be both adaptive and creative. Experience with establishing SLA’s with a background in service delivery and service support processes. This role requires the ability to develop, grow, and nurture positive relationships with designated customer organizations. In summary, the Service Delivery Manager will be responsible for ensuring that customer’s expectations are met through close interaction with the customer and support groups delivering their service.

This Service Delivery Manager will be responsible for but not limited to:

  • Customer Service Level Agreement monitoring and management
  • Operational Level Agreement monitoring and management
  • Serve as first level escalation point of contact for escalated customer issues
  • Directs and coordinates activities of technical resources for infrastructure and support related change and project activity
  • Planning, assigning, and directing work
  • Addressing complaints and resolving problems with internal as well as external customers
  • Drive continuous service improvement and cost reduction efforts
  • Ensure that systems, processes and methodologies as specified are followed to ensure effective monitoring, control and support of service delivery
  • Deliver a high level of customer service through a positive customer focused attitude
  • Facilitating vendor and customer service review meetings
  • Manage high priority incidents, conduct lessons learned, and implement remediation plans
  • Ensure team Change Management compliance

Required Skills:

  • Excellent written and verbal communication skills in the English language. Spanish as a 2nd language a plus.
  • Ability to work well with a team in a fast paced, constantly changing environment and follow instructions from management and senior colleagues.
  • Outstanding customer service skills and a dedication to the customer service experience.
  • Possess good work ethic meeting deliverables and complete work as expected.
  • Ability to multitask and meet specific goals set by management.
  • Experience with documenting procedures.
  • Strong organizational skills.
  • Attention to detail.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required:

Education and/or Experience:

  • Four year certificate/degree from college or technical school; or four years related client management and project coordination experience and/or training; or equivalent combination of education and experience.
  • ITIL Foundations Certification, Scrum Master Certification, AWS Certifications, ServiceNow experience is a plus.

Language Skills:

  • Ability to write reports, business correspondence, and procedure manuals/playbooks. Ability to effectively present information and respond to questions from groups of managers, clients, and customers. Spanish as a 2nd language (spoken/written) a plus.

Reasoning Ability:

  • Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Computer Skills:

  • To perform this job successfully, an individual should have knowledge of MS Excel, MS PowerPoint, and MS Word along with ServiceNow Project, Incident and Change experience