Service Delivery Manager

We are currently seeking a Service Delivery Manager (SDM) to enable the delivery of high-quality IT Service Desk and HR Contact Center services across the Americas region (North/South). This role is the day to day IT business partner and executive escalation contact and manages the delivery and expectations within divisions. The SDM is accountable for break/fix escalations, problem management, organization of technical resolutions, and the measuring and reporting of operational performance. The SDM is expected to manage, assess, and continually improve performance standards by implementing reporting metrics, SLAs, KPIs and knowledge processes. This position will ensure standard operating policies and procedures are functionally setup and effectively employed. 

ESSENTIAL FUNCTIONS:
• Lead delivery of IT Service Desk and Contact Center services by creating and implementing processes, training plans, staffing models, and team structure to support customer needs.
• Responsible for the successful planning, implementation, and management of the outsourced services where success criteria include meeting SLAs and quality requirements.
• Serve as first point of escalation for issues coordinating with Internal  Teams, managers and/or vendors to resolve technical or operational problems pertaining to HR Contact Center & IT Service Desk Operations.
• Provide governance, vendor management, change management, knowledge management, and continuous improvement covering all operational activities.
• Manage, update, and evolve existing Incident, Major Incident, and Service processes along with requisite business and technical communications.
• Daily monitoring of volumes and trends, creating & leveraging ServiceNow dashboards to review metrics and notify leadership about the top drivers and suggestions.
• Create and monitor the queue activity using the telephony reports and dashboards to ensure teams are managing incoming queues well, and look out for volume trends.
• Manage vendor contract and any variations to scope; perform monthly operational reviews.
• Develop and implement continuous improvement program to enhance service delivery to business.
• Review L1 agent performance periodically and ensure growth of team competence and effectiveness.
• Manage internal relationships required to deliver service obligations.
• Provide coaching and assistance to call center agents on an ongoing basis.
• Check-in with all team members individually to assess their job satisfaction, workload, team dynamic, etc.

MINIMUM QUALIFICATIONS AT ENTRY:


Expertise in the following areas:
• ServiceNow reporting and dashboards.
• ITSM processes and procedures specifically Incident, problem, request, knowledge, and change management processes.
• Supporting an IT outsourced environment, including service desk, field maintenance, PC support, network operations, data center and applications development and maintenance.
• Service delivery and relationship management with an IT/Infrastructure environment.
• Experience with Twilio (or any other) Telephony system reporting, dashboards, and volume analysis
• Excellent skills on Excel and PowerPoint, Reporting and Analytics.

Strong working knowledge in:
• Windows OS (10), Office365 products, Printers, Scanners, Desktops / Laptops, Basic Networking, VPN TeamViewer, Active Directory, Citrix Mobile Devices (IOS, Android), ServiceNow Reporting & Dashboards, Twilio (or other telephony IVR tools) scanners

EDUCATION/EXPERIENCE:
• 10+ years experience in IT and Contact Center Operations with 4 - 5 years in a management role.
• Bachelors degree in IT/IS or related field.

COMPETENCIES:
• Strong leadership
• Exceptional written and verbal communications skills
• Ability to demonstrate a high level of competence in proactive management