Service Delivery Manager

BUSINESS UNIT: ConstructEdge

FUNCTION: Managed Services

REPORTS TO: CIO

CLASSIFICATION: Exempt

LOCATION: Cedar Rapids, IA

EDUCATION: Bachelor’s Degree and IT Related Certifications preferred

EXPERIENCE: 5 years’ Experience in related field

Who We Are Looking For

CCR builds and delivers innovative technology solutions and products for partners local and across the globe.

We are searching for a highly-motivated, dedicated, and experienced team member who understands the importance of business relationships to deliver our vision. Who has the ability to adjust quickly to changing conditions, relishes tackling challenges in a fast paced environment and delivers results with confidence, collaboration and determination.

Our ideal candidate thrives in an innovative and agile environment, is a go-getter who works collaboratively and partners across matrixed teams to plan, implement and support our technology by developing strong relationships. As a Service Delivery Manager, this role will be critical in ensuring the smooth operation and delivery of products and services to our clients. Additionally, this role will be responsible for managing client escalations, overseeing service delivery processes, and ensuring that service level agreements (SLAs) are met or exceeded. Working closely with both internal teams and clients, acting as the primary point of contact for all service-related escalations, providing leadership and direction to ensure the highest levels of customer satisfaction.

What You’ll Accomplish and Experience

• Plan, implement, and oversee the delivery of IT services to clients, including network management, infrastructure support, security, data backup, and disaster recovery
• Monitor service performance metrics and KPIs, identifying areas for improvement and taking proactive measures to address issues
• Develop and maintain vendor management, licensing agreements, budgeting, invoice and audits
• Proficient in cultivating strong relationships with both clients and vendors, employing adept negotiation skills when necessary.
• Monitor and analyze the performance of IT systems, networks, and applications to proactively identify issues and implement necessary improvements or upgrades
• Develop, maintain and oversee documentation, including SOPs, technical guidelines, and knowledge base articles, to ensure efficient service delivery and knowledge sharing within the team
• Responsible for leading both Service Delivery and NOC teams: coaching, developing, performance management, hiring and delivering exceptional service
• Coordinate with cross-functional teams, including sales, operations, and technical support, to ensure seamless delivery of services to clients.
• Proficiency in project management methodologies and tools will help you effectively plan, execute, and monitor projects within the allocated time and resources
• Stay updated on industry trends and best practices related to service delivery and how it relates to the business
• Generate creative solutions and approaches to issues and organizational processes
• Perform other duties as assigned

Desirable Previous Experience

• Proficient in using ticketing systems to log, assign, and monitor support tickets, ensuring timely resolution and maintaining service level agreements (SLAs)
• Ability to extrapolate data and make business decisions
• Proficient in Incident Management- familiar with ITIL (Information Technology Infrastructure Library) best practices and be able to effectively prioritize and resolve incidents based on their impact and urgency
• Excellent customer service skills, including strong communication, patience, and empathy, to effectively address concerns and provide satisfactory solutions
• Proven leadership in problem solving and analysis that can be applied across all types of business problems
• Solid organizational skills including attention to detail and multi-taking skills
• Proficiency in tools such as Microsoft Excel or data visualization to generate reports and analyze support data to identify trends, areas for improvement, and make data-driven decisions
• Develop and maintain strong relationships with clients, acting as a primary point of contact for their IT needs, and ensuring their satisfaction with the services provided
• Willingness to be a flexible team player adapting to priorities as needed
• Associate degree in Network/LAN Administration or CompTIA Network
• Strong understanding of various IT systems, hardware, and software. This includes knowledge of operating systems (Windows), networking concepts, servers, databases, and troubleshooting methodologies
• Intermediate understanding of IP sub netting and routing
• Advanced understanding of Windows servers including Active Directory, DNS, DHCP, Group Policy, Print management and Exchange
• Advanced understanding of various Windows client operating systems
• Advanced understanding of hardware, application software, email, remote access, networking, and printers
• Understanding of security principles, including user access controls, data protection, antivirus software, firewalls, and security incident response

Why CCR

CCR is a privately held corporation that was founded in 1986 that provides technology services to large and small businesses nation-wide from our location in Cedar Rapids, IA. Our achievements include:

• Top quartile revenue growth for each of the last 5 years as per the worldwide Service Leadership Index® precision benchmark.
• Nationally recognized as “Great Place to Work” – 8 years in a row
• 10-years consecutively listed on Inc. 5000 - Fastest Growing Privately Owned Companies in America
• 7-year consecutive top 100 listing on MSPMentor 501 internationally
• Nationally awarded Platinum HIRE Vets Medallion (2020, 2021, 2022)
• Finalist or Winner from Technology Association of Iowa for the following:
  • IT Service Provider of the Year (2021, 2020, 2019, 2018, 2017, 2016, 2014, 2013)
  • Top Growth Company of the Year (2017)
  • Best User of Technology (2015)
  • Technology company of the year (2022,2015, 2014, 2013)

Learn more about CCR and our values: https://ccr.net/about-us/

CCR offers a unique work-life balance and environment. Our competitive benefits package includes free daily lunch for employees, gym membership reimbursement, health, dental, and vision insurance, paid time off and paid holidays, a 401k program, quarterly profit sharing, short & long term disability and life insurance and lots of development opportunities to help you grow your professional career.

Learn about our culture: http://reviews.greatplacetowork.com/circle-computer-resources-inc.