Service Delivery Manager

HighPoint is a global provider of Technology Infrastructure and Managed Services. Our company has been built on an ethos that centers around our customers and our people. A core set of values enables us to build long-term relationships with our customers and deliver success across everything we do. For over 25 years we have been helping our customers to maximize their investment in technology. We do this by becoming their trusted adviser and a service provider they can truly rely on.

The Service Delivery Manager is responsible for providing support and excellence in service delivery for all Managed Services clients. The ideal candidate will have a strong understanding of service management principles and practices, project management, as well as ITIL Foundation certification. They will also be technically adept and willing to learn about new technologies.

Note: Must be able to travel 5%-10%

Flexible work schedule/ remote work (Sparta, NJ and Charlotte, NC) 

Responsibilities:

Service Management

• Oversee the delivery of services to clients or customers, ensuring they meet the contracted service levels (SLAs), performance metrics, and quality standards.
• Coordinate with internal teams (e.g., IT, operations, support) to ensure services are delivered efficiently and effectively.
• Monitor and report on service performance and identify areas for improvement.
• Handle escalated issues, acting as the point of contact for resolving complex customer concerns or service-related problems.

Client Relationship Management

• Develop and maintain strong relationships with clients, acting as the primary point of contact for service delivery issues.
• Ensure regular communication with clients to update them on service status, performance, and any changes.
• Conduct regular client meetings to review service delivery, address concerns, and discuss potential improvements or changes.

Team Leadership and Collaboration

• Lead and motivate service delivery teams, ensuring they are equipped to meet service expectations and provide quality support.
• Collaborate with other departments (e.g., sales, technical support, product development) to ensure seamless service delivery.
• Provide coaching, training, and guidance to team members as necessary.

Performance Monitoring and Reporting

• Monitor and track service delivery performance through metrics such as uptime, response times, and customer satisfaction.
• Prepare and present regular performance reports to senior management and clients.
• Identify trends or recurring issues and implement solutions to improve service delivery.

Process Improvement

• Evaluate and refine service delivery processes to enhance efficiency, reduce costs, and improve service quality.
• Suggest and implement process changes to increase client satisfaction and optimize operational efficiency.

Risk Management

• Proactively identify potential risks to service delivery and develop mitigation strategies.
• Ensure compliance with industry standards, internal policies, and regulatory requirements.

Desired Attributes

• Customer-focused mindset.
• Strong leadership abilities and experience managing cross-functional teams.
• Analytical and data-driven approach to performance improvement.
• Ability to work collaboratively in a fast-paced, dynamic environment.

This role is critical in ensuring that customers receive high-quality service and that the business delivers on its promises in a timely, efficient, and cost-effective manner.

• Bachelor's degree in a related field (e.g., information technology, business administration).
• 3-5 years of experience in service delivery, project management or IT support role.
• Strong understanding of service management principles and practices.
• Experience with managing SLAs and KPIs.
• Technical aptitude and ability to learn new technologies.
• Excellent verbal and written communication skills.
• Excellent customer service skills.
• Ability to manage multiple clients plus work independently and as part of a team.
• Proficient in Microsoft applications (especially Excel).
• Knowledge of Microsoft Power BI.
• ITIL Foundation certification a plus.
• Experience with service management tools (e.g., Autotask, Logic Monitor, etc.) 

Salary range: $80k-$100k depending on experience.

Benefits and Perks:

• Medical, dental, 401k, etc;
• Access to a gym/discounted membership
• Competitive paid time off
• Flexible work schedule/ remote work (Sparta, NJ and Charlotte, NC) 
• Bonus Potential-opportunity to earn variable compensation up to $2,500 per quarter

HighPoint provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type regardless of race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.