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Global Service Delivery Manager

Company: Astreya
Location: Mountain View
Posted on: June 20, 2022

Job Description:

Astreya is currently hiring a full-time Service Delivery Manager to support multiple managed service programs at our campuses in Mountain View, CA. This position is a client facing role and requires that you establish and satisfactorily manage client and employee expectations. The role requires leadership, strong ability to multitask, prioritize, communicate, and direct a very diverse set of teams. The responsibilities range from interviewing, hiring, and managing personnel to perform day to day tasks, ensuring that work is performed as expected, with regular client communication on progress. The successful candidate will have the ability to manage and evolve existing services across multiple disciplines, assisting sales teams with the growth strategy. In this role you will be responsible to manage four pillars which consist of six small programs that result in five leads and fifty employees providing level one technical support. This is purely a strategic and client facing role that will require a strong Service Delivery Manager to be measured on everything and to address challenging client needs, issues, and to be collaborative and keep everyone clear and accountable on expectations and deliverables. Location: Applicant must be in commutable location to Mountain View, CA and this role will initially be 100% on-site with possibility of hybrid model. COVID-19 Vaccination Requirement: In order to protect the health and safety of all on-site employees, proof of full vaccination is required. Scope:

  • Works on issues of diverse scope where analysis of a situation or data needs evaluation of multiple factors, including a familiarity with current business trends.
  • Follows processes and operational policies while selecting methods and techniques for obtaining solutions.
  • Acts as advisor to subordinates to meet schedules and/or resolve technical problems.
  • Develops and administers schedules, performance requirements.
  • May have budget responsibilities.Your Roles and Responsibilities:
    • Provide leadership to diverse operations teams
    • Implement, monitor, and provide timely reports to customers on service delivery metrics
    • Implement personnel on-boarding, training, and service improvement activities, ensuring systems, methodologies, and procedures are in place and followed by each service team
    • Drive internal and client meetings covering delivery performance, service improvements, quality, and processes
    • Be accountable for the quality of service and performance; ensure future demand from growth and projects are understood and factored into capacity plans for all associated teams
    • Work closely with Business Development and Client Partner teams to support growth, including help with services content for Statements of Work, and development/transition to stronger managed services capabilities
    • Works with the SMEs and stakeholders to define the roadmap for any given product and translate this into user stories or RFPs depending on the build decision
    • Work closely with Recruiting to develop pipeline and process for hiring strong candidates and interview where necessary
    • Further, develop and maintain retention program and incentives for field employee satisfaction
    • Manage large projects or delivering the IT components of major projects to time, cost, quality and benefits realization requirements
    • Assimilate, understand, and manage problem solving and opportunities recognition in the context of IT Infrastructure and/or application change solution concept, solutioning, design and deployment in a major software services/hardware environment
    • Takes ownership for the resolution of highly complex issues and risks that have been escalated
    • Leads the collaborative, dynamic planning process - prioritizing the work that needs to be done against the capacity and capability of the team
    • Other duties as required. This list is not meant to be a comprehensive inventory of all responsibilities assigned to this positionRequired Qualifications/Skills:
      • Bachelor's degree (B.S/B.A) from four-college or university and 5 to 8 years' related experience and/or training; or equivalent combination of education and experience
      • Frequently interacts with subordinate supervisors, customers, and/or functional peer group managers, normally involving matters between functional areas, other company divisions or units, or customers and the company.
      • Must be able to lead a cooperative effort among members of a project team.
      • A track record of successfully delivering a range of complex, high profile IT projects.
      • Proven track record of implementing and leading improvements in project lifecycle.
      • Able to identify projects at risk and take appropriate action to recover, often working across divisional boundaries.
      • Passionate about the IT industry and how new technology can improve business outcomes.
      • Strong technical knowledge of enterprise IT, including but not limited to help desk, networking, ticket and incident management, AV/VC, and asset management.
      • Strong analytical, organizational, communication and presentation skills.
      • Highly adaptable with the ability to effectively manage multiple concurrent work streams.
      • Strong business acumen and the ability to provide operational, technical, and financial oversight.
      • Proven leadership skills with the ability to motivate, lead, develop, direct and position people to work effectively in a team environment. Physical Demand & Work Environment:
        • Must have the ability to perform office-related tasks which may include prolonged sitting or standing
        • Must have the ability to move from place to place within an office environment
        • Must be able to use a computer
        • Must have the ability to communicate effectively
        • Some positions may require occasional repetitive motion or movements of the wrists, hands, and/or fingersWhat can Astreya offer you?
          • Employment in the fast-growing IT space providing you with a variety of career options
          • Opportunity to work with some of the biggest firms in the world as part of the Astreya delivery network
          • Introduction to new ways of working and awesome technologies
          • Career paths to help you establish where you want to go
          • Focus on internal promotion and internal mobility - we love to build teams from within
          • Free 24/7 accessible Professional Development through LinkedIn Learning and other online courses to give you opportunities to upskill at your own pace
          • Education Assistance
          • Dedicated management to provide you with on point leadership and care
          • Numerous on the job perks
          • Market competitive compensation and insurance, health, and wellness benefits Additional Information:Astreya Partners is an equal employment and affirmative action employer. We evaluate qualified applicants on merit and business needs and not on race, color, religion, creed, gender, sexual orientation, national origin, ancestry, age, disability, genetic information, marital status, veteran status or any other factor protected by law.

Keywords: Astreya, Mountain View , Global Service Delivery Manager, Executive , Mountain View, California

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