Service Delivery Manager

ABOUT THE COMPANY

In-Telecom is a Louisiana-based company, founded in 2009 as a consulting and business telephone system solution provider. Since then, we have evolved into a full-service technology company providing customized solutions for cloud telephone, voice over IP, managed IT services, video conferencing, cyber security & data backup, physical security, internet services, and more. We attribute much of our success to the ability to provide the best customer experience and technical expertise, thus becoming the singular solution provider for our customers

POSITION OVERVIEW

The Service Delivery Manager will oversee day-to-day service operations and manage service delivery processes to ensure high-quality service for our clients. This role requires close coordination with technicians, addressing client concerns, overseeing service timelines, and maintaining a high level of customer satisfaction. This role demands a strategic and hands-on approach to operational management, with a heavy focus on streamlining processes, optimizing resources, and driving continuous improvement initiatives.

DUTIES & RESPONSIBILITIES

Operational Leadership:

• Direct and manage daily service operations to ensure efficient scheduling, resource allocation, and adherence to established Service Level Agreements (SLAs).
• Develop and implement robust standard operating procedures that drive operational excellence and enhance service quality.

Client Relationship & Escalation Management:

• Act as the primary point of contact for clients, ensuring prompt resolution of issues and maintaining high levels of customer satisfaction.
• Manage escalations with a proactive approach, working closely with technical teams to resolve complex problems and prevent recurrence.

Process Optimization & Continuous Improvement:

• Monitor key performance indicators (KPIs) and service metrics to identify trends and opportunities for improvement.
• Lead continuous improvement initiatives by analyzing service data, gathering client feedback, and collaborating with cross-functional teams to refine service processes.

Team Coordination & Communication:

• Coordinate closely with technicians, field teams, and other internal departments to ensure a unified approach to service delivery.
• Facilitate effective communication channels, ensuring all stakeholders are well-informed about service timelines, process changes, and potential issues.

Strategic Planning & Reporting:

• Collaborate with senior management to align service delivery strategies with broader business objectives
• Prepare and present regular performance reports, highlighting successes, areas for improvement, and strategic recommendations.

Quality & Compliance:

• Ensure all service delivery activities comply with industry standards, regulatory requirements, and internal quality benchmarks.
• Foster a culture of accountability and continuous learning within the service delivery team.

MINIMUM QUALIFICATIONS

Education:

• Bachelor’s degree in business, Information Technology, or a related field is required.

Experience:

• Proven experience in operations management and process optimization, ideally within an MSP, telecommunications, or IT environment.
• Prior experience managing service delivery processes and teams.

Technical Skills:

• Technical knowledge in IT, VoIP, or related areas is preferred.
• Proficiency with project management tools and methodologies.

Soft Skills:

• Strong customer service and client relationship management skills.
• Excellent verbal and written communication abilities.
• Strong problem-solving aptitude with the capability to troubleshoot technical issues effectively.

Additional Qualities:

• Ability to thrive in a fast-paced, dynamic environment.
• Detail-oriented with a focus on quality and efficiency.
• Demonstrated leadership and team coordination skills.

SCHEDULE & WORK LOCATION

• Monday – Friday (occasional weekends and after hours as required for deadlines)
• Reports directly to Slidell corporate headquarters

Additional Information

Work Environment:

• This position is based on-site in Slidell, LA, offering a hands-on role that involves daily interaction with both technical teams and clients.

In-Telecom Consulting, LLC is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.