Service Delivery Manager

Details

Are you looking for a home at a fast-paced and dynamic technology company that is willing to invest in your future?

NetFabric is a rapidly growing enterprise Managed Services Provider based in the Oklahoma City area.  We are seeking a highly skilled and motivated Service Delivery Manager for our corporate office.

Aligning the combined internal efforts of our Account Executives and our Network Operations Center with the needs of our clients is a continually dynamic environment. With this in mind, we are looking for an individual that is comfortable communicating with all sides to increase efficiency and improve satisfaction for all involved parties. This individual will serve as a Client Advocate as well as an Advisor to ensure that the Customer Experience is best-in-class. They will provide leadership and support during any incidents or outages that could occur, as well as documenting solutions to keep any issues from returning.

Service Delivery Manager duties and responsibilities:

• Advocacy on behalf of clients
  • Set Expectations with all parties on deliverables
  • Raise risk awareness and understand client’s business goals
  • Engage with client on a regular basis
• Identification of business objectives and proposition of advisory solutions
  • Fit potential client challenges with portfolio solutions
  • Conduct client touch point calls, actively listening for feedback
  • Continually learn about new technologies and solutions within our portfolio
• Major Incident Management Leadership
  • Lead escalation management for clients and improve time to resolution
  • Document incident milestones, action statuses, and testing results
  • Facilitate resolution by leveraging available resources
• Monitoring Service Level Performance
  • Expectation setting of services level objectives
  • Seek to understand trend correlations
• Conducts continual business reviews and Quarterly Business Reports
  • Champion business reviews for contractual compliance
  • Creation of service performance trending reports
  • Lead QBR meetings with customers
• Identification of Continual Service Improvement opportunities
  • Provide continuous 360-degree feedback on lifecycle of client relationship
  • Recommend process changes to improve client experience
• Additional NetFabric job duties as required or business needs dictate

Required Skills/Qualifications for Service Delivery Manager:

• Commitment to Integrity and Professionalism
• Able to demonstrate Leadership/Ownership regardless of position or tenure
• Intelligent, Capable, and Creative
• Thirst for Knowledge and Continual Improvement
• High School Diploma
• Relevant technical certifications such as CompTIA A+, Network+ (or equivalent experience)

Preferred Skills/Qualifications

• A drive to grow and improve technical understanding and certification
• Solid experience with any of the following is strongly desired: Reporting, Microsoft Office Suite, ConnectWise, Organization, Analyzing Information, Problem Solving, Personnel Management, Inventory Control, Problem Solving, and Quality Focus, as well as excellent Written and Verbal Communication
• Previous Managed Service Provider experience preferred