What are the responsibilities and job description for the Service Delivery Manager position at Knowit Training?
About the Role:
The Service Delivery Manager (SDM) for Application Support is responsible for the end-to-end management of critical application services within the People Experience organization. This role involves overseeing daily support activities, leading the application support team, and ensuring high-quality technical support and customer satisfaction. The SDM collaborates with leadership to develop strategic plans, address issues, and drive continuous improvement, ensuring timely and effective service delivery.
Responsibilities:
- Own the scope of work for application support, including planning, organizing, and supervising support activities.
- Build strong relationships within the support team, driving engagement and collaboration.
- Collaborate with leadership to develop strategic plans and manage escalations effectively.
- Continuously measure and report on the performance of the support team, ensuring adherence to SLAs.
- Train and coach L1 and L2 team members to maintain high levels of customer satisfaction.
- Identify opportunities to improve support experience and KPI performance.
- Oversee communication with stakeholders to ensure issues are resolved effectively.
- Ensure strict adherence to change management and release management processes.
- Identify and mitigate risks to client systems and services, proactively addressing potential issues before they escalate.
- Maintain comprehensive documentation of production support procedures, incidents and resolutions, and provide regular reports to stakeholders.
Qualifications:
- Bachelor’s in Information Technology, Business or a related field preferred
- 8-10 years of overall experience within IT Service Delivery and/or People Management within an IT related field supporting enterprise clients
- 5 years of IT Management with enterprise clients.
- 5 years of experience with Workday HCM/HRM and managing a 24/7 production support environment with global teams.
- Proven leadership experience in a 24x7 Fortune 500 operation supporting enterprise software and systems.
- Expertise with end-to-end HR processes and workflows (HRM, compensation, benefits, engagement, talent management, etc.
- Strong data analysis experience
- Proficiency in change management and release management
- Executive communication and Presentation skills
- Ability to work in an onsite office setting 100% of the time
- Familiar with end-to-end Customer/IT support processes
- Adjusts easily to new or changing circumstances.
- A collaborative utility player mentality (low ego) with a proactive sense of curiosity
- Focuses on achieving results that promote business success.
- Demonstrate proactive and professional communication skills with all stakeholders and partners
- Maintain a professional, adaptable, and respectful manner
- Provide high quality service to all users
Compensation and Benefits:
- Competitive salary performance bonus
- Unlimited paid leave
- 100% employer - paid healthcare benefits (medical, dental vision)
- Sick leave accrual
- 100% paid parental leave - up to 16 weeks
- $1,200 Learning & development allowance (annually)
- $1,200 Health & Wellness allowance (annually)
- Employee referral program
- 401k match up to 4%
- 12 paid holidays annually
