A service delivery manager isresponsible for making sure that services are being seamlessly delivered to the clients of an organization.
They are in charge of a variety of tasks, such as leading project teams, rectifying reliability issues, monitoring progress, tracking KPIs, coaching teams on Agile tools and techniques.
On a day-to-day basis, a Service Delivery Manager willlead collaborative and planning processes, prioritising the work that needs to be done against the capacity and capability of the team.
Job Details Company:
EVAD
Technology Group Limited Location:
Head office at Unit 3, Robinhood Road, Dublin 22, and customer sites in Dublin and surrounding counties
Start Date:
asap
Contract Type:
Full-time
Career Level:
Preferably 10+ years of experience Salary: To be confirmed based on experience
Working Hours: 8:45 am - 5:30 pm, Monday to Friday (you may also be required to cover shifts 8am-4.45pm or 9.15am-6pm)
Duties & Responsibilities:
Reporting to the Chief Technical Officer (CTO) and Managing Director (MD), you will oversee your business unit, manage your team, and mentor your engineers.
Training and Upskilling:
Enhance the skills of the engineering department and provide expertise when needed.
Team Development:
Mentor and develop the growing engineering team.
Resource Controllers:
Guide and mentor Resource Controllers, implement daily structures, and assist with escalations.
Business Growth:
Ensure the delivery and growth of the business units margin.
Revenue Maximization:
Maximize revenue and profitability per employee through effective KPI management.
Commercial Awareness:
Increase the teams understanding of SLA obligations and commercial awareness.
Pricing and SLA Review:
Continuously review pricing and SLAs, and drive recommendations.
Escalation Support:
Handle escalation calls from Level 2 Engineers and mentor Level 1 and 2 engineers on resolving issues.
Documentation Implementation:
Oversee the implementation of documentation with Resource Controllers and the commercialization of new ideas.
Feedback to Directors:
Provide regular feedback to Directors through file audits, one-on-one observations, and team meetings.
Team Climate:
Foster a positive climate and culture for the team to thrive.
Leadership:
Lead by example, promoting a culture of learning and high customer service standards.
Service Levels and KPIs:
Ensure the delivery of contracted Service Levels and KPIs.
Client Response Framework:
Provide a framework for swift and effective client responses.
Relationship Building:
Develop strong internal and external relationships.
Business Ownership:
Manage the business unit as if it were your own standalone business.
Client Relationships:
Build and maintain proactive, positive, and effective client relationships.
Escalation Management:
Own major incident escalations, coordinate resolutions with internal and external parties, communicate effectively with stakeholders, and conduct post-incident reviews and recommendations.
Pre-Sales Responsibilities:
Sales Support:
Assist Sales Consultants with business development for existing and new accounts, acting as a technical lead.
Client Engagement:
Engage with potential clients to understand their needs and present tailored IT solutions.
Solution Design:
Collaborate with technical teams to design and propose solutions that meet client requirements.
Proposal Development:
Prepare detailed proposals, including cost estimates, timelines, and technical specifications.
Presentations and Demos:
Conduct product demonstrations and presentations to showcase the value of proposed solutions.
RFP/RFI Responses:
Respond to Requests for Proposals (RFPs) and Requests for Information (RFIs) from potential clients.
Technical Support:
Provide technical support during the sales process to address client queries and concerns.
Essential Qualifications, Training, and Experience:
People Management:
Over 10 years of proven experience in managing people, including coaching, mentoring, and developing teams.
MSP Industry:
Must currently be working in the Managed Service Provider (MSP) industry.
Client/Account Management:
Essential experience in client or account management, preferably within the IT industry.
Operational Management:
Over 10 years of experience in managing operational roles.
Performance Management:
Proven experience in managing performance.
Project Coordination:
Experience in coordinating, implementing, and monitoring projects and processes.
Improvement Activities:
Experience in identifying, assessing, and developing activities to drive improvements.
Flexibility and
Adaptability:
Demonstrates the ability to be flexible, adaptable, and tolerant in a dynamic work environment while maintaining effectiveness and efficiency.
Our ideal candidate:
Decision Making and Communication: Exhibits strong decision-making abilities and excellent communication skills.
Adaptability:
Easily transitions between structured, process-oriented thinking and unstructured problem-solving.
Relationship Building:
Builds strong relationships and has the ability to influence others.
Leadership and Coaching:
Demonstrates strong leadership and coaching skills, empowering team members.
Target Focused:
Focused on managing and achieving SLA targets.
Planning and Organizing:
Possesses excellent planning and organizational skills.
Motivation:
Highly motivated and driven.
Confidentiality:
Capable of managing sensitive and confidential information effectively Skills: Sales Support Client Engagement Solution Design Technical Support MSP Industry RFP/RFI Responses