Service Delivery Manager

  • location: Vernon Hills, IL
  • type: Contract
  • salary: $40 - $42 per hour
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job description

Service Delivery Manager

job summary:
The Service Delivery Manager (SDM) provides leadership in the delivery of management of services to our client. This person will have regional span and oversight for end to end delivery of desktop support services. The SDM will work with local and national support teams and customers to ensure that superior levels of customer satisfaction. The SDM will provide guidance to the team based on organizational goals while managing the day-to-day delivery, financials and ensuring client satisfaction. This role will mainly focus on Desktop Support Services.

location: Vernon Hills, Illinois
job type: Contract
salary: $40 - 42 per hour
work hours: 9am to 5pm
education: Bachelors
Responsibilities include:

-Accountable for managing the delivery of contracted outsourcing services.

-Serves as the primary point of contact to the client(s) regarding overall and day-to-day service delivery.

-Ensures that ongoing services are delivered on time and meet client requirements by following the contractual scope of work, maintaining and optimizing staff schedules, performances and managing costs.

-Builds and maintains strong client relationships, participates in client meetings on performance to ensure client satisfactions.

-Presents to the client on a monthly and quarterly basis the team's performances and continuous service improvements activities.

-Participates in account governance meetings and perform other duties as assigned by the Director.


- 5-10 years of experience with regional staff and oversight for end to end delivery of services and solutions to customers.

-Expertise and deep understanding of the support of and IT outsourced environment, mainly focused on desktop support.

skills: -ITILv3 Certification preferred

-Bachelor's degree in computer science, or closely related field preferred

-A proven track record in managing Service Delivery and Relationship Management skills

-Excellent verbal and written communication skills

-Ability to be onsite daily in the Vernon Hills, IL office

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.

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