Title: IT Service Delivery Manager
Duration: Open Ended w2 Contract
Location: 100% Remote
Shift: M-F 8 am-5 pm ET
We are looking for a Service Delivery Manager (DM) to champion excellence across our managed services engagements.
In this role, you will lead a geographically distributed team, own contract delivery, and drive continuous improvement under limited supervision. If you thrive on turning operational metrics into world-class customer experiences, we want to hear from you!
For immediate review, please send resume to jomarie.mercado@randstaddigital.com
location: Telecommute
job type: Solutions
salary: $25 - 30 per hour
work hours: 8am to 5pm
education: High School
responsibilities:
Client Engagement & Relationship Management
- Serve as the primary point of contact for assigned client engagements.
- Manage client expectations and ensure 100% compliance with contract terms, SLAs, and SOWs.
- Lead and participate in quarterly quality, operational review, and governance meetings with clients and Randstad.
- Lead periodic service level reviews to map out short-term challenges and long-term strategic goals.
- Identify and escalate scope changes, risks, or service issues to the Delivery Director.
- Analyze customer satisfaction surveys and metrics to continuously strengthen client relationships.
- Ensure absolute adherence to managed services methodologies, processes, and reporting.
- Evaluate and refine departmental procedures to boost quality, productivity, and efficiency.
- Analyze call volume trends and operational metrics to drive world-class customer service.
- Shepherd Business Process Outsourcing (BPO) projects to completion.
- Act as the ultimate escalation point for service level commitments and employee issues.
- Ensure timely incident escalation in accordance with established policies and SLAs.
- Monitor and control operational budgets, costs of service, and overtime (billable/non-billable).
- Lead financial management for the account, including headcount forecasting, budgeting, and cost modeling.
- Manage all Accounts Receivable (AR) and reconcile forecasts, hours, and expenses for accurate monthly client invoicing.
- Proactively identify and report fluctuations in costs, revenues, or service demand.
- Directly supervise, coach, and mentor 25+ team members across multiple locations.
- Screen, onboard, and acquire new talent while planning and directing daily work.
- Conduct regular performance reviews and align individual feedback with organizational goals.
- Support career growth through training, certification, and development initiatives.
- Counsel employees on company policies, enforce standards, and manage disciplinary actions/employment recommendations.
qualifications:
Required Skills & Experience
5+ years of previous Call Center or Contact Center management experience.
Expert Contract Knowledge: Full, detailed understanding of Statements of Work (SOW), Master Service Agreements (MSA), and Service Level Agreements/Objectives (SLA/SLO).
Core Competencies: Proven success in Call Center Management, SLA/Contract Management, Team Leadership (25+ staff), and Financial Management (P&L/AR).
#LI-JM4
Education: BS/BA degree preferred.
Desired Skills & Experience (Bonus Points!)
ITIL or Six Sigma certification.
Experience with ACD metric reporting and call center analytics administration.
Proficiency in administering internal Quality Assurance (QA) processes.
Experience managing large, multi-location, and remote teams.
Proficient with Microsoft Suite/365 and Google Workspace.
Strong problem-solving, customer service, and executive-level written/verbal communication skills.
Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.
At Randstad Digital, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact HRsupport@randstadusa.com.
Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad Digital offers a comprehensive benefits package, including: medical, prescription, dental, vision, AD&D, and life insurance offerings, short-term disability, and a 401K plan (all benefits are based on eligibility).
This posting is open for thirty (30) days.
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
