Service Delivery Manager

  • location: McLean, VA
  • type: Contract
  • salary: $45 - $50 per hour
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job description

Service Delivery Manager

job summary:

We are seeking a Service Delivery Manager to help support our client.

Ensure service excellence across Application Support and Quality Assurance Teams, with a strategic focus on SLA and contract adherence, continual improvement, GP optimization, expansion of services, and cost containment.

Regularly review each engagement for contract adherence, service level attainment, reporting requirements, and client satisfaction

Develop senior level relationships with clients, championing business expansion and renewal

Identify new business opportunities and work with Solution Development and the National Practice Director on pricing and SOW

Regularly participate in formal Quality Review Meetings with clients, with a focus on accomplishments, KPIs, actions plans, change management, and new opportunities

Develop, implement, and measure a Continual Improvement Program, including documented and reported Root Cause Analysis for each engagement

Semi-annually, perform a formal Statement of Work Analysis to ensure contractual obligations are met

Serve as an escalation point for client and personnel issues

Lead in the selection of onsite staff

Lead in application problem and incident analysis and resolution

Identify client satisfaction issues and determine the action plan to resolve issues

Manage negotiations with the client on Statement of Work, engagement scope, and/or terms modification

Provide training, guidance, and mentoring on industry best practices, as well as Randstad and client-specific policies and procedures

Conduct performance reviews for team members and provide feedback

Establish training and certification needs

Assist with career planning and personnel development

Promote team building and resolve personnel issues

Establish a weekly meeting to discuss operations

Develop, implement, and measure retention programs for engagement staff

Develop and communicate Forecast and OT reports and ensure they are reported by COB each Friday

Review actual revenue and costs and report variances, following established procedures

Ensure Standard Operating Procedures are documented and current

Ensure compliance with contractually established GP% targets

Ensure timely and accurate Replicon time entry

Ensure adherence to PTO policies, including quarterly site reconciliation

Assist with new engagement transitions as needed

Share operational successes and opportunities information


location: Mc Lean, Virginia
job type: Contract
salary: $45 - 50 per hour
work hours: 8 to 5
education: Bachelors
Proficient with Microsoft Office tools including Word, Excel, PowerPoint, Outlook

Strong customer focus and customer service skills

Strong leadership and negotiating skills and excellent interviewing skills.

Excellent communication, interpersonal and organizational skills

Demonstrated experience managing multiple projects for an account

Experience describing and documenting project or client requirements

Must be detailed oriented with a concern for quality expressed by continually initiating system and process improvements

Strong management skills based on several years of experience, including people development and team building

Superior consulting, leadership, management, interpersonal and mentoring skills

May be responsible for a specific area of specialization

IT Service Management delivery experience strongly desired. Strong understanding of incident, problem, change management ITIL processes and procedures; exhibits and demonstrates a proven ability to implement ITIL processes and procedures. Ability to assess, analyze and implementation of an effective metric based measures to manage effective support staff utilization and productivity. Ability to exceed within an on site "outsourced" IT support client environment.

10 years of experience in project management

BS or BA in computer science or related field

* Previous consulting experience is desired

skills: Financial Service Industry experience required

10 years of experience in project management

BS or BA in computer science or related field

* Previous consulting experience is desired

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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