Service Delivery Manager

Milestone Technologies is a global IT managed services firm that partners with organizations to scale their technology, infrastructure and services to drive specific business outcomes such as digital transformation, innovation, and operational agility. Milestone is focused on building an employee-first, performance-based culture and for over 25 years, we have a demonstrated history of supporting category-defining enterprise clients that are growing ahead of the market. The company specializes in providing solutions across Application Services and Consulting, Digital Product Engineering, Digital Workplace Services, Private Cloud Services, AI/Automation, and ServiceNow. Milestone culture is built to provide a collaborative, inclusive environment that supports employees and empowers them to reach their full potential.

Our seasoned professionals deliver services based on Milestone's best practices and service delivery framework. By leveraging our vast knowledge base to execute initiatives, we deliver both short-term and long-term value to our clients and apply continuous service improvement to deliver transformational benefits to IT. With Intelligent Automation, Milestone helps businesses further accelerate their IT transformation. The result is a sharper focus on business objectives and a dramatic improvement in employee productivity. Through our key technology partnerships and our people-first approach, Milestone continues to deliver industry-leading innovation to our clients. With more than 3,000 employees serving over 200 companies worldwide, we are following our mission of revolutionizing the way IT is deployed.

Job Overview

The Service Delivery Manager is responsible for leading a high-performing function and running daily operations helping drive innovation growth, facilitating strong partnerships internally with peers and our client's global technical and Inventory teams, and supporting category leadership. The Service Delivery Manager requires a broad skill set including strong relationship management and negotiations skills, people leadership and development, client-facing business acumen, deep curiosity about how things work, and a passion for helping create a world class service experience for our client and their Global users.

How You Will Make a Difference:

* Accountability of operations aligned to SOW and customer business objectives

* Accountability for engagement resources (performance, career path, leveling and training) *

Process development for delivering services to scope specifications with mechanisms for continuous improvement

* Direct Management responsibility for Regional Operations Managers (ROM)s

* Is the client's main point of contact for all service/operations questions, employee related HR issues, and/or financial inquiries Service Governance

* Participate in weekly service reviews, team meetings and provide direction to ROMs

* Responsible for QBRs by partnering with peer SDMs and ROMs to develop the theme and to facilitate the presentation

* Weekly engagement with service stakeholders * Collaborates with Service Delivery Executive (SDE)on all financial aspects understanding and managing client need

* Knowledgeable of all clauses on SOW drafted between Milestone and Client Manager

* Ensure service is meeting or exceeding defined KPI/SLAs and driving improvement Talent Acquisition

* Partnering with talent acquisition (TA) and organizational leadership to ensure hires are done in an efficient manner in line with SOW SLAs.

* Ensure organization wide that the best talent is put forward and hired Employee Development

* Responsible for career path, training and employee development plan

* Ensure regular 1:1 with directs across the organization

* Lead the annual performance review of team members

* Partner with HR on corrective action plans / performance improvement plans

What You Will Need to Succeed:

* Bachelor's degree a plus

* A minimum 2 years of experience in a Service Delivery, Operations/Customer Management, or similar role and experience is required

* Proficiency in Microsoft Word, Excel, PowerPoint, and Microsoft Outlook (or similar Office productivity/collaboration tool)

* Experience developing and mentoring a diverse team across multiple geographies * Ability to thrive in a dynamic fast paced environment

* Strong interpersonal skills enabling you to effectively collaborate with multiple business contacts at various experience levels

* Ability to quickly learn and master new technology * Strong decision-making ability * Strong organizational skills with attention to detail and quality * Excellent written and verbal communications skills * Possess and can exhibit deep Data Center knowledge

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Estimated Pay Range: 127,200.00 - $130,000.00 USD

Exact compensation and offers of employment are dependent on circumstances of each case and will be determined based on job-related knowledge, skills, experience, licenses or certifications, and location.