Job Title: IT Services Delivery Manager
Location: Portland, OR
Client Industry: IT Managed Services Provider (MSP)
Compensation: $50-60/hr
Employment Type: Interim-to-Permanent
Job Title: Service Delivery Manager
Job Overview: We are seeking an experienced and proactive Service Delivery Manager to guide a team of Level 1/2 Engineers, ensuring high-quality technical support, continuous learning, and effective issue resolution. Will be responsible for overseeing the day-to-day activities of the team, providing guidance, and ensuring timely and accurate support to our customers. This role will also serve as a liaison between the engineering team and other departments to ensure alignment with company goals. Responsible for client relationships and satisfaction for the West Coast.
Key Responsibilities:
1. Team Management & Leadership:
a. Lead, mentor, and motivate a team of Level 1/2 Engineers to ensure the team delivers exceptional service to customers.
b. Act as the point of contact for the team, providing leadership, technical guidance, and support for challenging escalations.
c. Foster a collaborative environment, promoting professional development and growth within the team.
2. Technical Support & Escalation Handling:
a. Oversee and support the team's resolution of technical issues, ensuring escalations are handled effectively.
b. Provide hands-on technical support and troubleshooting for more complex or higher-priority issues.
c. Ensure team members follow best practices, quality standards, and company policies while resolving customer issues.
3. Monitoring & Reporting:
a. Track and report on key performance metrics (KPIs) such as queue management (hours worked, response and resolution timeframes), client satisfaction.
b. Identify areas for improvement in team performance, processes, and customer support workflows.
c. Prepare regular updates for senior management on team performance.
4. Process Improvement & Optimization:
a. Collaborate with service delivery leads to improve tools, processes, and workflows.
b. Help define and refine standard operating procedures (SOPs) to streamline support processes.
c. Drive initiatives to improve efficiency, reduce errors, and enhance the overall quality of support.
5. Training & Development:
a. Provide ongoing training, mentoring, and guidance to team members, helping them to develop both their technical and soft skills.
b. Ensure that the team is up to date on the latest product updates, technologies, and industry trends.
c. Conduct 1:1's with team members. Conduct performance reviews, provide constructive feedback, and establish development goals for team members.
6. Cross-functional Collaboration:
a. Work closely with Product Management, Engineering, and other relevant departments to ensure alignment on customer issues and feedback.
b. Assist in product development and troubleshooting by communicating customer feedback and common challenges to the appropriate teams.
Qualifications:
* Education & Experience:
o Bachelor's degree in computer science, Information Technology, or a related field (or equivalent experience).
o At least 3-5 years of experience in an engineering or technical support role, with at least 1-2 years in a leadership or supervisory capacity.
o Familiarity with common ticketing systems, incident management, and escalation processes.
* Technical Skills:
o Strong understanding of the product/service offerings and technical troubleshooting skills.
o Proficiency in key technologies relevant to the team (e.g., networking, server management, cloud technologies, databases, etc.).
o Experience with monitoring tools, ticketing systems, and knowledge management software.
o Proven ability to lead, mentor, and develop a team in a fast-paced environment.
o Strong communication skills to interact with customers, engineers, and other departments effectively.
o Ability to balance team needs, customer requirements, and company goals.
About Korn Ferry
Korn Ferry unleashes potential in people, teams, and organizations. We work with our clients to design optimal organization structures, roles, and responsibilities. We help them hire the right people and advise them on how to reward and motivate their workforce while developing professionals as they navigate and advance their careers. To learn more, please visit Korn Ferry at www.Kornferry.com
