Service Delivery Director (Remote)

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Job description

job summary:

Randstad's Technology Support Solutions (TSS) is responsible for the successful delivery of

industry leading client engagements related to Service Desk, Desk side support, Contact Center

managed services. This senior level Director position is responsible for ensuring service

excellence across all assigned TSS engagements, with a strategic focus on Service Level

Agreements and contract adherence, client satisfaction, continual service improvement, profit

optimization, expansion of services, and cost containment.

This role will oversee client engagements and staff from through the leadership of a team of

Service Delivery Managers. Viable candidates will have significant IT support experience at a

Director level, and will have managed multiple concurrent engagements both directly and

indirectly through subordinate Service Delivery Managers/team leaders. Although direct

experience managing a service desk operation is desired, similar experience in IT service desk

and service management gained through related work experience is acceptable.

REQUIREMENTS

? Graduate of an accredited college or university or equivalent business experience

? Minimum ten years IT Support Management or Client Engagement experience in a multi-

location environment

? Significant experience and familiarity with end user support management, service level

management, contractual compliance, financial management, scope management,

customer service and executive level communications

? Significant experience in IT support organizations, especially IT Service Desk or related

end user support operations

? Some travel is expected, but typically less than 15% of time is expected.

? Significant experience and familiarity with Service Desk/Desktop operations and KPIs

? Minimum five years' experience managing budgets

? Experience working in an outsourcing environment

? Experience building and managing multi-level teams (i.e., a manager of managers)

? strong teamwork, leadership, and employee motivational skills

? Demonstrated analytical and problem solving skills

? Ability to effectively communicate with all levels of the company, clients and other

contracts

? Excellent organizational and follow-up skills with strong attention to detail

? Excellent verbal and written communication skills

? Outstanding customer management skills

? Broad based IT operations experience including knowledge of Help Desk, Desktop

Support, Data Center, Network, Telecom and other associated IT Services

? Must be motivated, adaptable, flexible, and able to produce quality results in an evolving,

fast paced environment

? Extensive understanding of Service Desk metrics and Best Practices; ability to utilize

metrics to identify opportunities for training and process improvement

? Extensive experience in report development, presentations and trending analysis

location: Mechanicsburg, Pennsylvania

job type: Contract

salary: $67.00 - 81.73 per hour

work hours: 8am to 5pm

education: Bachelors

responsibilities:

ROLE RESPONSIBILITIES

? Position location is flexible and will be jointly agreed upon

? Oversee multiple high profile client engagements

? Create mutually beneficial partner relationships with clients

? Develop, implement, and measure strategic initiatives to improve service excellence and

maximize profitability

? Regularly review each engagement for contract adherence, service level attainment,

reporting requirements, and client satisfaction

? Develop senior level relationships with clients, championing business expansion and

renewal

? Identify new business opportunities and work with Solution Development team and

others on validating pricing and Statement of Work (SOW) development

? Regularly conduct formal Quality Review Meetings with clients, with a focus on

accomplishments, KPIs, action plans, change management, and new opportunities

? Champion the Continuous Service Improvement program which includes the analysis of

reports and the implementation of solutions that improve service delivery, including the

development of new policies, delivery of additional training, and identification of

proactive solutions to address potential quality issues

? Serve as an escalation point for client and personnel issues

? Provide training, guidance and mentoring to Service Delivery Managers in industry best

practices as well as company policies and procedures

? Work with Service Delivery Managers:

o In the selection of staff

o To resolve client issues:

o Determine the nature of the issue and its impact to client satisfaction

o Determine compliance to the details of the Statement of Work

o Determine the action plan to resolve issues

? Manage negotiations with the client on Statement of Work, engagement scope, and/or

terms modification

? Obtain formal agreement on the action plan, and assign as necessary

? Effectively manages Service Delivery Managers and other direct reports:

? Full HR management responsibility, including hiring, coaching, counseling, performance

reviews, etc.

? Establish training and certification needs

? Assist with career planning and personnel development

? Promote team building and resolve personnel issues

? Develop, implement, and measure retention programs for SDMs and engagement staff

? Assist Service Delivery Managers with weekly forecast reporting and ensure forecasts

are submitted on schedule

? Review actual revenue and cost with Service Delivery Managers and report variances,

following established procedures

? Develop, implement and monitor Employee Recognition programs

? Implement and measure compliance with TSS and ITIL Best Practices where applicable

? Collaborate with sales teams, recruiting teams, peers and other company leadership

? Partner with Account Executives and Branch Management to:

? Profitably grow the business

? Keep apprised of customer changes and business needs

? Share operational successes and opportunities information

? Include in quarterly quality review meetings

? Serve as a TSS resource to the Branch sales team

qualifications:

• Experience level: Director
• Minimum 10 years of experience
• Education: Bachelors

skills:

• Director

For certain assignments, Covid-19 vaccination and/or testing may be required by Randstad's client or applicable federal mandate, subject to approved medical or religious accommodations. Carefully review the job posting for details on vaccine/testing requirements or ask your Randstad representative for more information.

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.

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