Our Infrastructure Managed Services (IMS) team is looking for a Senior Service Delivery Manager or Program Manager. The Senior Service Delivery Manager (Sr. SDM) is responsible for the service delivery for the assigned customer account(s). Responsibilities include delivery excellence using an ITIL framework and industry best practices, client management and relationship, project and program management, headcount forecast and budgeting, vendor management, proposal review, cost modeling, talent management, talent screening, onboarding and acquisition along with planning, assigning and directing work; and appraising performance of personnel.
The Sr. SDM acts as a liaison between Randstad and Client teams to ensure the optimal and smooth delivery of services, projects and activities related to their assigned accounts. The Sr. SDM supports the Delivery Director and Executive Leadership in preparing monthly, quarterly and annual service performance reviews.
location: Plano, Texas
job type: Contract
salary: $60 - 64 per hour
work hours: 8am to 5pm
-- Primary responsibility for a team of approximately 10-16 service delivery managers and their associated site engineers
-- Coach, mentor and develop staff including providing career development and training plans
-- Responsible for managing and retaining Randstad staff deployed in client projects
-- Responsible for the screening, hiring and shepherding new staff through Randstad onboarding lifecycle
-- Manage all AR associated with Projects
-- Reconcile forecasts, hours and expenses for accurate monthly invoicing of services to the client
-- Ensure delivery best practices and disciplines are followed
-- Provide monthly and quarterly governance meetings and reports with the customer and Randstad
-- Owns and ensures timely incident escalation occurs in accordance with established policies, procedures and SLA requirements for the assigned account(s).
-- Ensure that Randstad meets or exceeds Contract Deliverables and established SLAs for the service
-- Ensuring compliance with established policies, procedures and practices defined by Randstad
-- Identify, manage and report continuous improvement initiatives for the assigned account(s)
-- Manage initiation and assignment of resources for projects or new services requests
-- Lead oversight of contracted partners
-- Be available on call for incident escalations
-- Support Randstad Delivery Director as needed
- Experience level: Experienced
- Minimum 5 years of experience
- Education: Bachelors
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.
For certain assignments, Covid-19 vaccination and/or testing may be required by Randstad's client or applicable federal mandate, subject to approved medical or religious accommodations. Carefully review the job posting for details on vaccine/testing requirements or ask your Randstad representative for more information.