We are excited to announce that we are expanding our team and adding a newService Delivery Manager
Company Culture
AtCentre, our diverse workforce drives innovation and success. We foster a collaborative environment where consultants work together to deliver tailored IT solutions that meet our clients’ unique business needs.
Benefits
Hybrid work options, paid time off, and holidays
Comprehensive medical, dental, and vision coverage
401(k) with employer match
Professional growth opportunities in a stable, team-oriented environment
Position: Service Delivery Manager
The Service Delivery Manager ensures exceptional service quality for our managed services clients. This role leads a team of consultants,establishesbest practices, and drives continuous improvement in service delivery.You’llhelp define team skills, processes, and tools, ensuring efficiency and client satisfaction. As a key member of the management team,you’llcontribute to business planning and collaboration.
Key Responsibilities
Ensure quality, security, and compliance for all clients
Manage work distribution and ensuretimelyresolution to customer issues
Identifytrends in reactive support and help drive automation and process efficiencies
Drive proactive client management and SLA adherence
Handle ticket escalation and critical issue resolution
Maintain documentation and compliance standards
Drive, manage and report on monthly and quarterly Service Desk KPIs
Manage deployment, maintenance, and upgrades of systems and tools including servers, workstations, operating systems, hardware,softwareand peripherals
Support onboarding for new clients
Support team development and career growth
Participate in recruitment andselectionof new team members
Review and approve time/expense entries
Qualifications
Bachelor’s degreerequired
5+ years of hands-on leadership experience
Strongproficiencyin Microsoft Office Suite
Expertise in Microsoft technologies and system environments
Windows OS, Windows Server
Microsoft administration tools (AD, DHCP, DNS, Group Policy)
Microsoft Exchange, Citrix technologies
Backup/DR strategies and system upgrades
Network infrastructure and protocols (TCP/IP, DNS, DHCP)
Enterprise hardware (Cisco, Dell, HP)