Senior Manager, Service Delivery

This is a fully remote position, open to applicants in Florida.

📋 Description

• Effectively establish and manage expectations for both clients and employees in a client-facing position.

• Oversee diverse operations teams.

• Set operational objectives and work plans while delegating assignments appropriately.

• Review the objectives of other managers to evaluate operational success.

• Implement, monitor, and report service delivery metrics to clients.

• Facilitate personnel onboarding, training, and activities aimed at service improvement.

• Ensure that systems, methodologies, and procedures are established and adhered to by service teams.

• Conduct internal and client meetings focused on delivery performance, service enhancements, quality, and processes.

• Maintain service quality and performance, taking growth and project demand into account for capacity planning.

• Collaborate with Business Development and Client Partner teams to support growth initiatives, including Statements of Work and managed services capabilities.

• Define product roadmaps in collaboration with SMEs and stakeholders, translating them into user stories or RFPs.

• Work with Recruiting to create hiring pipelines and conduct candidate interviews.

• Develop and sustain retention programs and incentives aimed at enhancing field employee satisfaction.

• Oversee complex or large projects and the IT components of major projects, ensuring adherence to time, cost, quality, and benefits realization requirements.

• Manage problem-solving and opportunity recognition related to IT Infrastructure and/or Application change solutions.

• Deliver complex, high-profile IT projects.

• Implement and lead improvements throughout the project lifecycle.

• Identify projects at risk and take necessary actions for recovery across divisional boundaries.

• Address highly complex escalated issues and risks.

• Lead collaborative planning efforts and prioritize tasks based on team capacity and capabilities.

• Perform additional duties as needed.

⛳️ Requirements

• A Bachelor’s degree (B.S/B.A) from an accredited college or university, along with 8+ years of related experience and/or training; or an equivalent combination of education and experience.

• Regularly interacts with subordinate supervisors, customers, and/or managers from functional peer groups.

• Ability to lead cooperative efforts among project team members.

• Proven history of successfully delivering a variety of complex, high-profile IT projects.

• Demonstrated experience in implementing and leading project lifecycle improvements.

• Capability to identify at-risk projects and take appropriate recovery actions, often working across divisional boundaries.

• A strong passion for the IT industry and the potential of new technologies to enhance business outcomes.

• Comprehensive technical knowledge of enterprise IT, including help desk, networking, ticket and incident management, AV/VC, and asset management.

• Excellent analytical, organizational, communication, and presentation skills.

• Ability to effectively manage multiple concurrent work streams.

• Strong business acumen, with the ability to provide operational, technical, and financial oversight.

• Proven leadership abilities with a knack for motivating, leading, developing, directing, and positioning team members effectively.

• Capable of performing office-related tasks, including prolonged sitting or standing.

• Able to navigate within an office environment.

• Proficient in using a computer and communicating effectively.

🏝️ Benefits

• Medical coverage through UHC (PPO, HSA, Surest options) / Medical coverage through Kaiser (HMO option only) for California employees.

• Dental insurance provided by UHC.

• Nationwide Vision benefits offered by UHC.

• Flexible Spending Account for Health & Dependent Care.

• Pre-Tax Account for Commuter Benefits/Parking & Transit (location-specific).

• Opportunities for Continuing Education and Professional Development via various integrated platforms, such as Udemy and Coursera.

• Corporate Wellness Program provided by Goomi Group.

• Employee Assistance Program available.

• Wellness Days offered.

• 401k Plan available.

• Basic and Supplemental Life Insurance.

• Short-Term & Long-Term Disability Insurance.

• Critical Illness, Critical Hospital, and Voluntary Accident Insurance options.

• Tuition Reimbursement (available six months post-hire, capped).

• Paid Time Off (accrued and prorated, maximum of 120 hours annually).

• Paid Holidays.

• Any other statutory leaves, paid time, or additional benefits required by state and federal law.