What are the responsibilities and job description for the Service Delivery Manager position at Arraya Solutions, Inc?
In this role, you are responsible for managing the delivery of high-quality IT services to assigned clients. This role ensures that service delivery and support processes are efficient, reliable, and aligned with the clients' business needs. The SDM will manage client relationships, oversee service delivery, and ensure the achievement of service level agreements (SLAs) and key performance indicators (KPIs). Responsibilities: - Serve as the primary point of contact for clients, fostering strong relationships and ensuring satisfaction with the services provided. - Oversee the daily operations of the Managed Services team, ensuring timely and effective delivery of IT services. - Monitor and report on service level agreements, ensuring that all contractual commitments are met or exceeded. - Monitor and report on ticket metrics, trends, and identify areas for operational improvements. - Track and analyze performance metrics, implementing strategies to improve service delivery and client satisfaction. - Ability to report on and manage billable hours and approve invoices as needed. - Identify opportunities for process improvements, driving initiatives to enhance service quality and operational efficiency. - Prepare and present regular service delivery reports to clients and senior management. - Ability to understand, review and approve technical documentation to support delivery. - Coordinate with Project Managers on active projects that correspond with your clients. - Work with the larger Managed Services Team to identify solutions to our customers’ everyday needs. - Develop service management processes and continually assist in enhancing our internal Standard Operating Procedures (SOPs) to support delivery. Preferred Qualifications: - Bachelor's degree in Information Technology, Business Administration, or a related field. ITIL certification is highly desirable. - Minimum of 5 years of experience in IT service delivery management, preferably within a Managed Services Provider environment. - Strong understanding of IT infrastructure, cloud services, and managed services solutions. - Excellent verbal and written communication skills, with the ability to effectively interact with clients and stakeholders at all levels. - Excellent skills in Microsoft PowerPoint, Excel, and PowerBI. - Strong analytical and problem-solving abilities, with a focus on delivering practical and effective solutions. - A strong customer-centric approach, with a commitment to delivering exceptional service. Position Type and Expected Hours of Work: - This is a remote full-time, permanent position, minimum 40 hours/week with potential for after-hours help if needed. - Able to lift 40lbs
About Arraya Solutions, Inc
Arraya Solutions is at the forefront of delivering cutting-edge, enterprise-class solutions that address our clients’ most complex IT challenges. Serving a variety of industries, we prioritize individualized attention and commitment in each client relationship. Joining our team means becoming an integral part of a vibrant community of passionate professionals who thrive on innovation, collaboration, and a relentless pursuit of knowledge.