Overview
The Service Delivery Manager is responsible for ensuring project and program success both operationally and financially for any of the EUS Practices core services. The Service Delivery Manager will forge relationships with direct clients to ensure that all business outcomes are being met while still maintaining the integrity of the contractual agreement between parties. Core components of this role will be to lead project teams across multiple clients, provide innovative thought leadership, identify, direct and manage continuous improvement opportunities, ensure KPI/SLA compliance and manage the overall budget. Additionally, this role will guide day to day operations within the project or program and step into a direct operations management role as needed.
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Responsibilities
• Monitor the daily management of services to ensure optimal outcomes against commitments and deliverables that align with
our contracted services.
• Build and maintain client relationships as well as internal cross-functional relationships in order to deliver consistent worldclass services.
• Baseline performance metrics against industry standards as well as contractual obligations to identify gaps and/or efficiencies.
• Identify areas of value to that will create positive outcomes for the project or program and enhance the client experience with
Evergreen.
• Maintain an innovative approach to driving continuous improvements to each project or program that you are assigned.
• Prepare and conduct Monthly Business Reviews (MBR) and Quarterly Business Reviews (QBR) both at client sites as well as
remote.
• Develop and mentor junior resources within the Practice so that they can become operationally sound and financially aware.
• Oversee the implementation and delivery of the training curriculum as required with a focus on reducing "time to
proficiency."
• Responsible for the success or failure of your projects and programs
• All other job duties as assigned
People-leader
Direct reports may include Service Delivery/Project Coordinator
Qualifications
• 7+ years of managing a team or teams in a service management environment, preferably for a managed service
provider.
• Excellent written and verbal communication with a heightened attention to detail.
• Working experience with Microsoft Office Suite (Excel, PowerPoint, Word, etc.)
• Proven ability to work in a fast-paced environment
• Proven track record of establishing and maintaining cross-team relationships and collaboration
• Demonstrated track record of driving and meeting milestones and deliverables
• Ability to travel for work related purposes
PREFERRED QUALIFICATIONS:
• ITIL
• Six Sigma
• HDI Certifications