Service delivery manager

At Red River Managed Services, we provide a welcoming and positive workplace where everyone feels valued and able to do their best work, fostering a one-team mentality. Our employees work together to foster wise decision-making that relies on data, experience, and collaboration. We seek self-motivated individuals who are open to an environment based on this teamwork and shared success.

Our team works directly with our clients to create innovative solutions, challenge the status quo, and deliver first in class solutions. Our client-centric culture works to anticipate needs with an urgency to resolve issues and build long-term client relationships.

We aim to expand our growing workforce with passionate individuals who are resilient in the face of uncertainty and possess a creative spirit, all while keeping the needs of our clients top of mind to foster individual and organizational success. Interested candidates must possess a desire for growth through continuous learning and feedback.

Ideal candidates will possess the following skills and come prepared to discuss how they have experienced each of these areas in previous roles:

• Collaboration — You bring a collaborative spirit to all interactions with others; you work to ensure everyone around you is welcomed and positioned to do their best work; you view every Red River colleague as a member of one team.
• Creativity— You welcome new ideas and listen with the intent to understand; you are passionate and persistent in pursuit of innovative solutions; you value “brainstorming” as an expression.
• Empathy — You take the time to understand both the needs of your clients and your team members; you anticipate client needs and address issues effectively; you work to make each client feel valued and understood; you foster loyalty and a long-term relationship.
• Integrity — You willingly receive and give feedback; you are open about what’s working and what needs to improve; you admit mistakes openly and share learnings widely.
• Judgment — You are intentional when making decisions, with an aim toward long-term solutions rather than quick fixes; you rely on data, training, and collaboration with others to inform your decisions.
• Purpose— You exhibit courage in searching for the truth; you are willing to risk personal failure to help, or challenge the status quo, in the pursuit of excellence.
• Resilience — You thrive in rapidly changing circumstances; you adapt to change; you know when to include or escalate to others; you embrace a hard challenge.
• Selflessness — You are considerate when searching for new and different ideas; you seek what’s best for the team and organization; you discern how your actions could affect others; you seek to make those around you successful.

The Senior Service Delivery Manager will be responsible for overseeing the delivery of managed services to a key client, ensuring high levels of customer satisfaction, operational excellence, and alignment with the client's business objectives. This role requires strong leadership, communication, and problem-solving skills to manage a team of service delivery professionals, coordinate with various stakeholders, and ensure the seamless delivery of services.

Key Responsibilities:

1. Service Delivery Management:

• Oversee the end-to-end delivery of managed services to the client.

• Ensure services are delivered in accordance with SLAs, KPIs, and contractual agreements.

• Monitor and report on service delivery performance, addressing any issues or escalations promptly.

2. Client Relationship Management:

• Act as the primary point of contact for the client, fostering a strong and positive relationship.

• Conduct regular meetings with the client to review service performance, address concerns, and discuss improvements.

• Understand the client's business needs and objectives to align services accordingly.

3. Team Leadership and Development:

• Lead, mentor, and develop a team of service delivery professionals.

• Conduct regular performance reviews and provide constructive feedback.

• Identify training and development needs to enhance team capabilities.

4. Operational Excellence:

• Implement best practices and continuous improvement initiatives to enhance service delivery.

• Develop and maintain standard operating procedures (SOPs) and documentation.

• Ensure compliance with industry standards and regulatory requirements.

5. Project Management:

• Oversee the planning, execution, and completion of projects related to service delivery.

• Coordinate resources, manage timelines, and ensure project objectives are met.

• Identify and mitigate project risks.

6. Financial Management:

• Manage the budget for service delivery operations.

• Monitor financial performance and ensure services are delivered within budget.

• Identify cost-saving opportunities without compromising service quality.

7. Stakeholder Coordination:

• Collaborate with internal teams, such as IT, HR, and finance, to ensure cohesive service delivery.

• Coordinate with third-party vendors and partners as necessary.

• Ensure clear communication and alignment across all stakeholders.

8. Reporting and Analytics:

• Develop and present regular reports on service delivery performance to senior management and the client.

• Utilize analytics to drive insights and make data-driven decisions.

• Track and report on key metrics, identifying trends and areas for improvement.

Qualifications:

Education:

• Bachelor’s degree in information technology, Business Administration, or a related field. Master’s degree preferred.

Experience:

• Minimum of 15 years of leadership experience in service delivery management, with at least 7-10 years specifically in services delivery.

• Proven experience in managing large-scale services for clients.

• Proven experience in business development to include expansion of current portfolio and identification and pursuit of similar clients

• Strong background in IT services, project management, and client relationship management.

Skills:

• Excellent leadership and team management skills.

• Strong communication and interpersonal abilities.

• Exceptional problem-solving and analytical skills.

• Strong business and proposal development skills.

• Proficiency in project management tools and methodologies.

• Ability to manage budgets and financial performance.

• Knowledge of ITIL or similar service management frameworks required, certification preferred.

• Security Clearance: Active Secret Security Clearance is required.

Work Environment:

• This is an onsite role requiring daily presence at the client’s location near Lexington, MA.

• Occasional travel may be required for meetings and site visits.

• The role may involve working outside regular business hours to address urgent client needs.

This job description outlines the primary responsibilities and qualifications for the role of Senior Service Delivery Manager (Onsite) - Managed Services. The ideal candidate will possess a blend of technical expertise, leadership acumen, and a customer-centric mindset to drive successful service delivery and client satisfaction.

Basic Qualifications:

• U.S. Citizenship Required

Red River offers a competitive salary, excellent benefits and an exceptional work environment. You can review our

benefit

offerings here. If you are ready to join a growing company, please submit your resume and cover letter (optional).

EOE M/F/DISABLED/Vet

Red River is an equal opportunity employer. All qualified applicants will receive consideration for employment. Discrimination or harassment based upon any protected characteristics as defined by state or federal law is wholly inconsistent with our company values and will not be tolerated.

In order to ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veterans Readjustment Act of 1974, and Title I of the American’s with Disabilities Act of 1990, applicants that require accommodation in the job application process may contact

[email protected]

. PLEASE NOTE: This contact channel is reserved for use by individuals with disabilities who require special accommodations in order to submit an expression of interest in a position within Red River.

Red River does not accept unsolicited resumes from individual recruiters or third-party recruiting agencies in response to job postings or otherwise. Placement fees will not be paid to any recruiter unless Red River has an active agreement in place with the recruiter and such a request has been made by the Red River Talent Acquisition team and such candidate was submitted to the Red River Talent Acquisition Team via our Applicant Tracking System. Any unsolicited resumes or other data submitted to Red River in violation of this policy may be used by Red River without obligation to pay any fees of any kind to the recruiter.