IT Service Delivery Manager

  • location: Culver City, CA
  • type: Contract
  • salary: $60 - $62 per hour
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job description

IT Service Delivery Manager

job summary:
Randstad's Technology Support Solutions (TSS) is responsible for the successful delivery of industry leading client engagements related to Service Desk, Call Center, Desktop and Mobile support managed services. This Service Delivery Manager position is responsible for ensuring service excellence, with a focus on contract adherence, client satisfaction, and continuous service improvement.

location: Culver City, California
job type: Contract
salary: $60 - 62 per hour
work hours: 8 to 5
education: Bachelors

Insure the effective delivery of solution based services, which are assigned to them:

Performs Business Management role for specific engagement

Manages client's expectations

Regularly participates and assist in the preparation for formal Quality review meeting with client (monthly)

Reviews (operational level) with client

Standard delivery objectives as outlined in the SOW, or Engagement Schedule

Identify changes to scope and escalates to Delivery Director

Provides information relevant to - Continuous / Quality Improvement milestones, obtains acceptance of adjustments, with client and Delivery Director

Escalates significant issues to Delivery Director

  • does weekly status of assigned managed services engagement to Delivery Director
Manages service projects and implementations as requested

Performs standard timesheet review and processing

Identify and escalate to the Delivery Director, future business opportunities, within existing engagements

Holds regular progress review meeting with Delivery Director

Discusses key issues and provides mentorship and coaching to engagement team to resolve both engagement specific and professional issues

Ensures compliance with contract terms

Full understanding of SOW and Master Service Agreement in detail

Full understanding of all Service Level Agreement/Objectives defined within the SOW, resolves issues if found, and escalates priority issues to Delivery Director

Ensures client's responsibilities are met:

Ensures the highest level of Quality Services

Reviews significant deliverable, which are linked to contractual liabilities and/or likely to have an impact on client perceptions, or services

Looks for content and adherence to client objectives as spelled out in SOW & Contract

Ensures compliance with Managed Services, Delivery procedures and processes

Methodology usage

Reporting structures, deliverables and processes

Ensures Randstad responsibilities are fully met

Other duties as assigned

Financial Management

Responsible for keepingcosts within outlined budget, identify areas for greater efficiencies

Responsible for managing unbillable OT and Cost of Service Desk. Required frequency may vary weekly, monthly, quarterly, etc.Identify any report any influx of possible decrease or increase in cost or revenue.

Continuous Improvement

Evaluate departmental procedures with regards to customer service and productivity issues

Take appropriate action to identify deficiencies and make recommendations for improvement so that department standards and objectives are achieved. Ensure that these initiatives are carried out by all staff

Develop and utilize reports to identify, develop, and implement standard processes and procedures to ensure world-class customer service is delivered

Staff Leadership

Employee development and career enhancement

Ensures engagement resources managed effectively

Performs regular performance reviews

Utilization of appropriate interpersonal styles and methods in guiding staff members toward the appropriate engagement goals and objectives.

Counsel employees on company policy and procedures and take corrective actions, including imposing discipline when appropriate

Conduct new employee site orientation and participate in ongoing training of employees.

Establishes training/certification needs

Career planning & personnel development, too include appropriate training

Promotes Team building among resources

Interview, evaluate and make employment recommendations on the hiring of site employees as per company guidelines.

Resolves personnel issues

Recommend final decisions regarding discipline and termination of all engagement staff assigned

Escalates personnel conflicts to HR and Delivery Director

Required Skills

Must have at least 5 years' experience managing a Help Desk or Service Desk environment

Must be proficient with Microsoft Suite/365

Must be able to be to communicate effectively in verbal and written form

Must be experienced in presenting to executive level audience

Must have experience managing SLA/SLOs

Must have experience with ACD Metric and Reporting

Must be able to analyze call volume trends or any issues impacting the help desk or desk side

Must be able to analyze support environments and offer recommendations

Must have proven experience managing teams across multiple locations

skills: Added Plus

Experience with Service Now ticket system

Experience with Knowledge Base Management

Experience with Cisco Phones

Experience is administering internal QA process

Experience managing technology for Windows 10 and MAC environment

Familiar with VPN, Tablets, And Smart Phone support

ITIL methodologies

HDI Best Practices

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.

Qualified applicants in San Francisco with criminal histories will be considered for employment in accordance with the San Francisco Fair Chance Ordinance.

We will consider for employment all qualified Applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance.

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