Regional IT Service Delivery Manager

JOB SUMMARY

The Regional IT Service Delivery Manager owns and is accountable for the management of all day-to-day operations, service technicians, team leads and partners in their assigned area of operations. It is the Regional IT Service Delivery Manager's prerogative to ensure smooth delivery of IT support to all assigned partners through process and procedure development, training, enforcement and iterative process improvement in tandem with the Director of IT Service Delivery.

Overall, the Regional IT Service Delivery Manager's role revolves around driving operational excellence, improving efficiency, and enhancing customer satisfaction. By focusing on process improvement, training, and collaboration, they will optimize IT support delivery and ensure a seamless experience for their partners.

ESSENTIAL FUNCTIONS OF THE JOB

• Ownership and Accountability: The Regional IT Service Delivery Manager takes ownership of all aspects related to service delivery within their area of operations. They are accountable for the performance and outcomes of their team.
• Team Management: The Regional IT Service Delivery Manager is responsible for managing service technicians, team leads, and partners. This involves providing guidance, support, and resources to ensure the team's success in delivering IT support services.
• Process and Procedure Development: The Regional IT Service Delivery Manager should actively develop and refine processes and procedures related to IT support.
• Training and Development: The Regional IT Service Delivery Manager prioritizes the training and development of their team members. This includes identifying skill gaps, organizing training sessions, and promoting continuous learning to enhance the team's capabilities.
• Enforcement: The Regional IT Service Delivery Manager plays a crucial role in enforcing adherence to established processes and procedures. They ensure that team members follow the defined guidelines to maintain consistency and quality in service delivery.
• Collaboration: The Regional IT Service Delivery Manager works in tandem with the Director of IT Service Delivery to align strategies, goals, and improvement initiatives. They should actively collaborate and seek guidance from the director to ensure successful service delivery.
• Site Leadership: Serve as a site leader, ensuring workspaces are orderly, that team members have what is needed to complete their duties, and managing/leading team events (lunches, team building, etc)
• Relationship Management: Maintain positive, cooperative, and team-oriented relationships with co-workers, supervisors, managers and others you come into contact with through your job.

• Project Support and Delivery: Provide comprehensive support for IT projects, ensuring successful delivery by coordinating with teams, managing resources, and addressing any issues that arise. Ensure projects are completed on time, within budget, and meet organizational goals
• Other duties as assigned

SKILLS AND ABILITIES

• Ability and desire to provide exceptional customer service
• Ability to act with a sense of urgency while paying attention to detail
• Ability to thrive in a fast-paced environment
• Ability to communicate in a positive, effective, and efficient manner
• Ability to work independently and as part of a team
• Project management skills, including the ability to manage multiple projects
• Ability to prepare, organize and present information to groups of people
• Ability to work afterhours at times and participate with on-call shifts
• Proficient with Microsoft Office Applications
• Desire to continuously improve processes to increase operational efficiency and service delivery satisfaction

EXPERIENCE REQUIREMENTS

• Minimum of three (3) year experience providing exceptional customer service
• Minimum of three (3) year of technical support environment experience (call-center, internships, education, etc)

EDUCATION / CERTIFICATION

• A BA/BS in related field is preferred
• Possesses valid driver's license and proof of insurance, acceptable driving record.
• CAPM/PMP/Project+ or other industry recognized project management certifications

PHYSICAL REQUIREMENTS ESSENTIAL TO PERFORM THE DUTIES OF THE JOB

• Frequently communicates with co-workers, customers, and vendors in person, on the telephone, and on the computer to provide assistance
• Frequently sits and/or stands for long periods of time
• Frequently works in a well-lit, tempered room
• Frequently views the computer to perform duties
• Frequently bends, stoops, kneels, or climbs when installing or moving computers, monitors, servers, etc.
• Occasionally lifts objects such as office supplies, computers, monitors, and servers with weight up to 50 pounds