Service Delivery Manager @ Biztek Solutions Inc - Riverside, CA

Position Summary

Come join an amazing team! We are looking for an experienced IT Pro experience in managing service teams to help deliver world class support to our clients. The Service Delivery Manager will ensure company established procedures and standards are enforced to ensure consistency of existing systems when implementing technical solutions. The Service Deliver Manager acts as an escalation point for various technical issues This position requires coordination with Service Coordinator, Help Desk and Senior Engineers to ensure that service requests, projects etc are properly staffed and SLAs and deadlines are met. The Service Deliver Manager will report to the Director of Service Operations and the owner/CEO.

Service Delivery

• Enforce established procedures and standards to ensure consistency of existing systems when implementing technical solutions.
• Understand customers and their environments to discern how IT relates to their business and goals. Share this knowledge with service staff as appropriate.
• Assist in escalated service issues and collaborate with company leadership when necessary
• Develop and maintain knowledge sharing base for service staff
• Promote proper documentation within the service function
• Ensure efficient dispatch and utilization by aligning the expertise of the staff to the projects needing completion
• Monitor tickets/issues and perform periodic customer contacts to ensure issue resolution met customer's needs and expectations
• Accurately monitor and report project progresss, expenses and budget on existing project agreements
• Understand overall service desk objectives as well as the role and function of each service team member
• Communicate with customers, internal personnel, and sales staff to ensure clear understanding of project status and maintain high levels of internal and external customer satisfaction
• Drive problem investigations and resolutions as required
• Manage the remote monitoring and management system to ensure consistency and accurate reporting of customer data
• Identify areas of improvement and make constructive suggestions for change
• Continually seek opportunities to increase customer satisfaction and our sales
• Maintain core manufacturers stack certifications
• Work with inside sales and purchasing to ensure all parts are received to meet delivery and install dates
• When applicable, coordinate or perform facility preparation (ie: electrical, space requirements, etc) needed prior to install of new system
• Coordinate and schedule customer installs

Sales Support

• When applicable, coordinate customer technology upgrades and discuss facility preparation (ie: electrical, space requirements, etc) needed prior to install of new system
• Participate in Internal Team Decision meeting to evaluate customer opportunity to discern fit for company based on ideal customer criteria
• Conduct customer environment assessment
• Collaborate on technology road map
• Assist salesperson walk customer through proposal relating technical solutions back to business needs and sharing impact of solution upon their business success
• Assist in preparing customer business reviews

Business Planning

• Assist in the evaluation of new technology for internal and external offerings that supports customer's needs
• Assess and communicate risks associated with technology-related investments and purchases
• Source, vet and present IT partner candidates to partners to have outsourced resources identified and ready to support projects as needed
• Collaborate with company leaders and other department managers to define, design, and deliver new services and products
• Create and oversee the project plan to fully implement a successful IT offering
• Keep senior leaders abreast of development and results associated with the IT sales and solutions
• Monitor competitive landscape and proactively anticipate major technology changes to help guide our direction to maintain advantage in the marketplace
• In conjunction with company leadership develop the business plan for Information Technology offerings
• Create Service Level Agreements (SLAs) to ensure clear understanding and satisfaction of solutions offered
• Develop pricing structures which balance profitability and competitiveness

Service Team Leadership

• Inspires team to proactively support our vision
• Provides strategic leadership to service team and development of service department
• Promotes team cohesion between sales and service
• Manage and implement changes in staff, processes, and procedures as necessary to meet department goals
• Recruit, assess and hire additional personnel as needed
• Develop training curriculum to ensure the knowledge and skills of the service personnel are fully developed
• Provide customized coaching for service staff to ensure correct knowledge level to support customer engagements
• Conduct performance reviews and mentor service team members
• Assist in career planning and development of service team members
• Managed day to day activities of department and team
• Create and maintain policies and procedures needed for effectively providing services and solutions
• Represent service team at leadership meetings
• Conduct department meetings
• Generate and review reports as needed

Knowledge and Skills

• Demonstrated ability to interpret technology and market trends to construct technology roadmaps
• Knowledge of IT applications, processes, software, and equipment
• Strong organizational and presentation skills
• Commitment to customer satisfaction
• Successful managerial experience with a customer focus required
• Understanding of support tools (ie Autotask/PSA/ticket system), techniques (ie documentation), and how technology is used
• Effective communication skills (verbal and written)
• IT technical knowledge to support internal and external customers
• Wide-ranging understanding of technology solutions needed in a business environment required
• Broad understanding of project management concepts desired
• Bachelor's degree in business administration, computer science or IT related field required
• 10+ years' experience in technical service required with a minimum 3+ years in a leadership capacity
• Professional IT certifications might include Microsoft MCP, MCSA, or MCSE, Sonicwall CSSA, Cisco CCNA, or VMware VCP