The Service Delivery Manager provides direct management oversight to engineers at 43Tc, as well as provide project management and technical oversight of customer contracts and projects. Ensures successful and timely delivery of managed services and projects while meeting or exceeding customer expectations.

Primary Duties:

  1. Service Management and Oversight
  2. Project Management
  3. Maintain schedules and utilization of engineers
  4. Maintain KPIs and documentation for engineering staff
  5. Customer Retention

Duties and Responsibilities:

  1. Monitor and manage 43Tc IT Service desk
  2. Lead team of engineers, including staff recruitment, performance assessment, training and mentoring
  3. Manage engineers’ time: vacations, days off, call schedule, timesheet entries
  4. Ensure engineers follow procedures and policies
  5. Provide backup/second level support as needed
  6. Monitor ConnectWise entries for accuracy and timeliness. Sign off/close all service tickets and projects.
  7. Monitor and maintain key performance indicators and staff utilization
  8. Oversee and manage customer projects so that projects are within budget while meeting or exceeding customer expectations
  9. Develop and implement plan for customer retention
  10. Communicate areas of improvements and plans to implement with ownership
  11. Collaborate with team and oversee development of standard operating procedures

Skills, Experience and Abilities:

  1. 5+ years in similar role
  2. Desired project management experience
  3. Strong ability to handle client expectations
  4. Excellent written, oral and interpersonal skills
  5. Proven ability to manage complex schedules
  6. Ability to conduct and direct research into IT issues
  7. Ability to present ideas in a business-friendly and user-friendly language
  8. Highly self-motivated, self-directed, and attentive to detail
  9. Ability to effectively prioritize and execute tasks

Experience working in a team-oriented, collaborative environment