Service Delivery Manager - MSP

Griffin Resources is recruiting on behalf of TruAdvantage for a Service Delivery Manager.

Company Overview:

At  TruAdvantage , we strongly believe in investing in our people because we know that a company is only as good as its team members. We believe in empowering our team members, so they can learn, lead, and impact other team members and our clients. Our clients know it, feel it, and that contributes to our high client satisfaction and retention rate. 

Based in the Bay Area, TruAdvantage is an award-winning managed IT Service provider that specializes in real-time IT support, cybersecurity, cloud, and Strategic IT consulting. We believe in delivering IT solutions that can solve our client’s problems, optimize their organization and staff’s efficiency, and help them grow competitive advantage.

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Our Core Values

• Partnership
• Process
• Growth
• Teamwork

Position Overview:

The Service Delivery Manager's primary responsibility is to manage the activities and responsibilities of the service delivery team. As a part of this management, they will also be responsible for providing technical assistance to the team and ensuring service and support is provided to clients at agreed levels. The Service Manager reports to the Director of Operations. The Service Manager develops and refines our company’s best practices. This position requires a high level of independence and strong client service and skills. Organizational ability is important to keep track of all tasks because the job requires a great deal of task management in multiple areas. Accurate and timely tracking of client work, service calls, and related documentation, including timesheets, is required.

If local to the Bay Area this is a Hybrid position requiring occasional travel to the office in San Jose, CA. If not local, it will be a remote position. The business hours are 8:30 am - 5:30 pm PST.

Salary Range: 90K - 120K

Position Responsibilities

Day-to-Day Management

• Manage the service delivery team’s daily activities as well as the dispatch process of service requests
• Interface with appropriate technical personnel for client problems that cannot be resolved effectively
• Provide accurate reports and metrics to company management on the status and budget of on-going projects and agreements
• Contribute to the continuity of IT services by providing the necessary technical leadership
• Drive problem investigations and resolution as required
• Design and maintain process documentation for the service delivery team
• Manage the remote monitoring and management system to ensure consistency and accurate reporting of client devices
• Responsible for service scheduling, escalation, and client satisfaction
• Active role in daily management of all services calls
• Ensure quality and profitable services are performed and meet the agreed SLA
• Administration and Management of Remote Monitoring Tool (Datto RMM)
• Administration and Management of Professional Services Automation Tool (ConnectWise PSA)
• To ensure that systems, processes, and methodologies are followed according to company guidelines
• To provide reports on an agreed schedule to Senior Management and clients
• Identify trends and develop strategies to support technology trends
• Assist in the development of technical support engineers from a career perspective
• To build relationships with clients and participate in necessary client meetings
• Strong positive client feedback, considered highly trusted area expert
• Other duties as assigned

Knowledge and Abilities

• Knowledge and experience in cross-functional management methods and techniques
• Knowledge of IT applications, processes, software, and equipment
• Strong organizational, presentation, and client service skills
• Skill in strategic planning with an ability to think ahead and plan over a 6-to-12-month time span
• Skill in planning and preparing written communications
• Skill in recruiting high performing people, leading them, and getting results with strong client orientation
• Ability to perform various tasks and adapt to changes quickly
• Ability to work in a team, communicate effectively, coach, improve, and elevate the team members
• Ability to understand individual team members’ career goals and develop career paths for them
• Service awareness of all organization’s key IT services for which support is being provided
• Understanding of support tools, techniques, and how technology is used to provide IT services
• Professional IT Management & Technical Certifications, such as: ITIL, and/or PMP is highly desired, and Microsoft M365 & Azure, Cisco Meraki, or Security a plus
• Willing to work occasionally and/or be on call overnight, holidays, and weekends

Qualifications

• 3+ years of experience working in a Managed Service Provider (MSP)
• Bachelor’s degree in a related field with courses in IT, MIS, computer science or engineering
• 2+ years Customer Services experience
• 2+ years Management experience

Personal Skills

• Self-motivated and high level of enthusiasm
• Enjoys helping people, no matter how simple the problem
• Enjoys sharing information, supporting others, and working on a team to achieve team goals
• Take a personal interest in, and responsibility for quality of work performed
• Ability to pay close attention to detail while performing technically detailed task
• Ability to quickly learn new technologies and adapt to rapid changes

Key Performance Indicators

• Client Satisfaction Score
• Service Gross Margin
• Service Level Agreement Adherence
• Service Team 3XW2 Attainment
• Budget Variance
• Billable Utilization