• Manager, Service Delivery

    Job Locations US-CA-South San Francisco
    Posted Date 3 weeks ago(3 weeks ago)
    Requisition ID
    2018-2153
    Category (Portal Searching)
    Operations
  • Overview

    Define, establish and implement the strategic vision for Service Delivery Excellence to embed and sustain a culture of continual improvement and provide the leadership and subject matter expertise to assure the consistent execution of this vision.  Identify, recommend and implement best practices, methodologies, industry trends and new products and service offerings.  Manage the day-to-day service delivery excellence work activities as part of the service organization inclusive of the people, process, systems and measures.  Manage staff responsible for ITIL processes such as client onboarding, change management, knowledge management and continuous service improvement as well as training & development. 

    Ensure services are delivered to clients in a consistent, high quality and professional manner and align with company initiatives and client expectations.  Manage and achieve financial targets inclusive of annual budget, gross profit and related financial metrics within area of responsibility.  Ensure activities are achieved that meet corporate client satisfaction objectives as well as internal and external SLAs.  Foster and ensure collaborative working relationships within NACS and across all levels and departments of the organization to execute service delivery excellence functions and company priorities.

    Responsibilities

    • Design, implement and manage Service Delivery Excellence inclusive of the people, process, technology and metrics to ensure services are delivered in a consistent and repeatable manner.
    • Provide subject matter expertise to develop service delivery excellence processes (such as ITIL) and methodologies within the service management tool (ServiceNow).
    • Continuously expands and leverages knowledge of market and industry benchmarking and key industry leaders to identify, recommend and implement best practices, methodologies, predictive analytics and industry trends.
    • Evaluate and manage service delivery excellence activities to enhance process flow, provide quality and timely solutions and take appropriate actions to grow revenue and maintain or improve service levels.
    • Develop service delivery excellence staff to ensure the client experience meets internal SLAs. Create training and develop strategy to include mastery of providing a differentiated and professional client experience and achieve sustainable growth.  Drive continual increase of technical knowledge of industry and BBOX products and service offerings. 
    • Meet goals for area of responsibility including analysis and performance management, utilizing escalation and exception paths, implementing processes and systems to report on current performance and make recommendations for improvement of performance.
    • Manage to annual budget and meet all financial performance objectives inclusive of gross profit, revenue generation and related financial metrics. Review and analyze budget and financial reports for area of responsibility and take corrective action as needed.
    • Manage, implement and continuously improve operational strategies, business plans, goals, core competencies and processes for service delivery excellence to ensure stable and quality product & service delivery consistent with company objectives and client expectations.
    • Maintain and enhance a strong client service-oriented environment focused on quality and timely service delivery solutions. Oversee documentation of issues, action plan and outcome and distribution within area of responsibility. Lead service delivery excellence to achieve internal SLAs. 
    • Monitor service delivery excellence work activities & outcomes and proactively identify and remove barriers to meeting internal client expectations. Escalate issues as appropriate using established processes and methodologies.
    • Actively and consistently recommend, implement and support all efforts to improve, simplify, automate and enhance day to day service delivery operations and the client experience within area of responsibility.
    • Foster and ensure collaborative working relationships within NACS and across all levels and departments of the organization to execute service desk functions and company priorities.
    • Performance management of service delivery excellence team including hiring, coaching, performance feedback and reviews, terminations, rewards determination, training and development.
    • Build bench strength and lead succession planning for area of responsibility by identifying, developing and promoting high potential talent.
    • Achieve performance targets established by leadership for applicable Key Performance Indicators.

    Qualifications

    • Bachelor’s Degree in Information Technology, Computer Science or related field, or equivalent, relevant experience.
    • Minimum of 5 years with increasing service delivery / improvement management responsibilities within the technology services industry. Experience with post-sales client service continual improvement / operational excellence preferred.
    • ITIL V3 Foundations certification preferred.
    • Lean Six Sigma Methodology background preferred.
    • Demonstrated strengths in ability to clarify goals & objectives, build team commitment, analyze and ensure progress toward objectives, identify areas for improvements in processes and knowledge and skills of employees.
    • Continuously expand and leverage knowledge of market and industry benchmarking with success in identifying, recommending and implementing best practices, methodologies, analytics and industry trends.
    • Excellent management skills; ability to motivate team to achieve results; ability to influence and inspire action through strong decision-making skills.
    • Understands how change affects employees and utilizes strategies to reduce risk to the organization.
    • Ability to work effectively across all functional groups to optimize product & service offerings, create a seamless internal and external client experience and resolve issues.
    • Ability to identify talent and build employee skills and capabilities
    • Strong problem solving skills to effectively influence decision making.
    • Experience handling employee issues and making sound judgment decisions in this area.
    • Proficient in MS Office (Word, Excel, PowerPoint), Outlook, SharePoint, ERP, service delivery management such as ServiceNow and cloud based technology systems.

     

    What’s in it for You?

    Black Box Network Services offers a competitive total rewards benefits package that includes medical, dental, and vision coverage, in addition to a wide variety of additional benefits like a 401K, life insurance, employee assistance programs, fitness reimbursements, identity theft protection, education/scholarship programs and more!

     

    We understand attracting great talent requires going beyond just competitive compensation and benefits.  Black Box provides challenging work that creates advancement opportunities within the organization for those demonstrating desire and aptitude through their achievements.  We have no shortage of opportunities.  If you are looking for a business that allows for individual reward and growth, we are the place for you!

     

    About Black Box Network Services

    Black Box Network Services is a leading technology solutions provider dedicated to helping customers design, deploy and manage their IT infrastructure. We deliver high-value products and services through our global presence and 3,000 team members.  Black Box is an equal opportunity employer. In accordance with Federal, State and Local laws, Black Box does not discriminate against individuals on the basis of race, color, marital status, sex, sexual orientation, religion, national origin, age, disability, veteran status, genetic information, or any other protected status, and endorses those policies and practices which seek to recruit, hire, train and promote the most qualified persons into available jobs.

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