Service Delivery Manager – Charlotte, North Carolina, North America

Axiom Technologies is a Global IT Services partner supporting medium to large-scale enterprises. Please visit our website for more information about what we do at www.axiomtechnologies.com

We are looking for a capable resource to coordinate ranging from simple activities to more complex plans. This role will provide onsite/ on-call assistance to end-users within the organisation’s desktop computing environment in a timely and accurate fashion to ensure optimal service delivery.

Job Summary:
We are seeking a dynamic MSP Service Delivery Manager to oversee IT Field Services for our banking client, with a focus on managing Global Solution Integrators. The ideal candidate will ensure the delivery of high-quality IT services, optimize operations, and maintain strong client relationships.

Key Responsibilities:

Service Delivery Oversight

• Manage the end-to-end delivery of IT field services, ensuring compliance with service level agreements (SLAs) and operational excellence.
• Oversee the integration of services provided by Global Solution Integrators, ensuring seamless coordination and delivery.

Client Relationship Management

• Serve as the primary point of contact for the banking client, fostering strong partnerships and understanding their IT service needs.
• Conduct regular service review meetings with clients to discuss performance metrics, address concerns, and identify opportunities for improvement.

Team Leadership and Development

• Lead and mentor a team of IT field service professionals, ensuring they have the resources and training necessary to deliver exceptional service.
• Promote a culture of collaboration, accountability, and continuous improvement within the team.

Integration Management

• Collaborate with Global Solution Integrators to align service delivery processes and ensure adherence to client standards and requirements.
• Facilitate communication and coordination between internal teams and external partners to enhance service integration.

Incident and Problem Management

• Oversee the incident management process to ensure timely resolution of issues related to field services and deskside support.
• Analyze recurring issues and implement root cause analysis to drive long-term solutions.

Performance Monitoring and Reporting

• Monitor key performance indicators (KPIs) and service delivery metrics, providing regular reports to stakeholders on performance and service improvements.
• Utilize data analytics to inform decision-making and enhance service delivery processes.

Compliance and Risk Management

• Ensure compliance with banking regulations, security standards, and internal policies across all service delivery activities.
• Identify potential risks in service delivery and implement effective mitigation strategies.

Budget Management

• Assist in developing and managing the budget for IT field services, ensuring efficient allocation of resources.
• Identify cost-saving initiatives while maintaining service quality.

Qualifications:

• Bachelor’s degree in Information Technology, Business Administration, or a related field.
• Proven experience as a Service Delivery Manager or in a similar role, with a strong background in managing Global Solution Integrators or financial services sector.
• Deep understanding of ITIL framework and service management best practices.
• Excellent leadership, communication, and interpersonal skills.
• Ability to manage multiple priorities and work effectively in a fast-paced environment.
• Proficiency in service management tools and reporting software.

Benefits:

• Competitive salary and performance-based bonuses.
• Comprehensive health and wellness benefits.
• Opportunities for professional development and training.
• Flexible working arrangements.

What next? 

If you are looking for that next challenge in your career and wish to apply for this role, please forward your resume to careers.us@axiomtechnologies.com.