Position Description:

As Auxiom’s Service Delivery Manager you will provide technical and operational oversight for the Service Delivery team to ensure SLAs are met and that escalated issues are minimized and resolved by the support team. The prime responsibility of this role is to make sure Service Delivery is carried out timely, profitably and within Service Level Agreements. Service Delivery includes the support desk, field service teams, and our centralized services position.

While providing technical oversight and some hands-on support when needed, this is an operational role focused on leading people and managing process. Continuous improvement, alignment of KPIs, implementing procedures, and allocating and training technicians are all part of this role. A major focus will also be on building collaboration and cultivating teamwork among the delivery teams as we continue to grow and expand client services.

Expectations of you in this role:

• Support, help, and serve our clients by leading our Service Delivery Team
• Identify gaps and work with teams to drive automation for improved operational efficiency
• Be fanatical about delighting our clients
• Come up with ways to do things faster, better, and more effectively while maintaining a laser focus on quality
• Take ownership and drive client escalations to resolution
• Be honest, transparent, and genuine with our clients and your peers
• Work hard, but smart; balance your work and life
• Exude excellence

Managed Services Team Management:

• Responsible for the overall execution and service delivery to a portfolio of clients, as well as overseeing resource staffing, resource forecasting, and delivery team efficiency
• Directly manage a team of support technicians, field service technicians and other support team members who are responsible for delivery to clients (10+ team members)
• Provide your direct reports with guidance on the development and growth
• Conduct weekly tactical check-ins with direct reports and other key resources to understand any client satisfaction and risks and/or any personnel issues and concerns
• Own the mentorship and professional development of direct line reports
• Provide regular reporting to senior management regarding key accounts, financial metrics, client escalations, and personnel updates
• Ensure maintenance and accuracy of ticketing data entered into our centralized ticketing system
• Build relationships and liaise with peers and other client facing teams (Professional Services, Dynamic Services, Sales, Product Support) to ensure a high-quality client experience
• Build relationships with internal teams (Operations, HR, Sales, Finance, Executive) to support services operations such as hiring, reporting, and professional development
• Engage in ongoing process improvement and methodology initiatives

Client Management:

• Serve as a senior resource providing oversight over all Auxiom support resources providing daily support both remote and onsite for clients
• Attend key meetings to provide guidance and direction
• Identify and support the development of methodologies and processes in response to growth, expanding client needs/requirements, cybersecurity’s volatile landscape, team structure/engagement service model changes, and learnings from completed projects in order to increase delivery expertise, quality, and efficiency.

Qualifications:

• 6+ years of experience in the consulting/professional services industry with 3+ years in a management role
• TruMethods knowledge and experience or other managed services framework knowledge, a plus
• Prior experience working with a Managed Service Provider, a plus
• Prior success within a services organization managing support staff and managing client relationships, projects and/or program management experience
• Exceptional communication skills, strong business analytical acumen, proven delivery successes in complex project implementations, hands-on operational experience, and outstanding leadership credentials
• Results oriented, highly motivated, positive, and entrepreneurial, with a can-do attitude
• Ability to think strategically and analytically to solve complex problems, strong attention to detail
• Highly collaborative and flexible, can easily adapt to changing/evolving role requirements
• Experience working with C-level client executives to deliver solutions
• Ability to build effective working relationships with others inside and outside the organization, including leadership

Technical Qualifications:

• Must demonstrate a high-level of experience with enterprise networking products, server/storage solutions, and related technologies
• Must demonstrate knowledge of current information-security best practices
• Ability to demonstrate the ability to locate and solve the root-cause of a technical issue
• Strong knowledge of Microsoft products, including Microsoft 365, and Microsoft Active Directory, SharePoint and related tools
• Strong knowledge of Google Workspace products, including Gmail, and related tools
• Experience supervising help desk/help desk management

What you will need to Succeed:

• The position is a high visibility role and requires a strong leader with outstanding customer service skills
• Passion and expertise in technology, with an ability to be confident, respectful, and articulate when registering dissenting or unpopular opinions
• Ability to work cross-functionally, individually, and to lead work among a team
• Be proactive in approach in driving for solutions to complex problems
• Excellent written and verbal communication skills. This role requires the ability to articulate complex technical concepts in clear, concise, actionable manner through both written products and verbal communications
• Ability to build and deliver executive level presentations to clients and organizational leadership
• Regularly meet with management and delivery teams to ensure regular oversight of progress, quality, and overall client satisfaction
• Communicate client concerns, questions, conflicts, and resolution to Auxiom Leadership and self-manage through difficult situations, focused on client satisfaction and security outcomes
• Ensure processes (both Auxiom and Client) are adhered to and support operational excellence
• A willingness to be challenged and a strong desire to learn
• An open mind and an appetite for excellence

We have an awesome, collaborative team culture at Auxiom and look forward to welcoming you to our team!

Salary is commensurate with experience and we have a comprehensive benefit package.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Professional development assistance
• Referral program
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday
• On call

Experience:

• working for a Managed Service Provider: 1 year (Preferred)
• service delivery management and/or help desk management: 2 years (Preferred)

Work Location: One location

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