What are the responsibilities and job description for the Service Delivery Manager position at Necco?
Necco has an opportunity for a career as a Service Delivery Manager. The Service Delivery Manager ensures that the systems our staff rely on become a seamless extension of the care we provide. This role is responsible for delivering reliable technology operations and a high-quality, user-centered support experience across the organization.
This leader operates with urgency, empathy, and technical excellence- supporting staff in high-demand environments so they can remain focused on serving children, young adults, and families.
The candidate selected will be responsible for the following:
Service Delivery & User Support
- Lead daily help desk operations, including ticket intake, triage, resolution, and escalation, with a strong sense of ownership and urgency
- Ensure timely, clear, and empathetic support for staff, particularly those in high-stress, client-facing roles
- Monitor and actively manage ticket backlog, response times, and resolution performance to drive continuous improvement
- Establish and maintain simple, effective, and scalable support processes
- Identify and resolve operational gaps impacting the overall user experience
Technical Operations & Infrastructure
- Provide hands-on technical leadership across endpoints, infrastructure, and user support environments
- Support infrastructure reliability and coordinate timely resolution of system issues
- Oversee full device lifecycle management, including procurement, deployment, support, and retirement
- Manage identity and access operations, ensuring accurate and timely user provisioning and deprovisioningEnsure that foster children receive all required medical and therapy services as outlined in the service plan
System Partnership & Optimization
- Partner with platform and system owners to ensure tools are user-friendly, reliable, and well-supported
- Ensure technology solutions enable, not hinder, service delivery for staff and clients
- Continuously evaluate and improve system usability and operational effectiveness
Vendor Management & Financial Stewardship
- Manage service delivery vendors, including performance oversight, relationship management, and accountability
- Review and validate vendor invoices, ensuring accuracy and alignment with services delivered
- Track and manage costs associated with service delivery operations
- Contribute to budget planning and cost optimization strategies
Quality, Performance & Accountability
Success in this role is measured by responsiveness, reliability, technical execution, and user trust.
- Support delivery is fast, reliable, and user-centered
- Staff feel supported, heard, and able to perform their roles without friction
- Technology consistently enables effective service delivery for children, young adults, and families
- Ticket backlog and response times are controlled, measured, and improving
- Devices and system access are delivered accurately and on time
- Vendor performance meets expectations and costs are effectively managed
Position Qualifications
- Minimum of 21 years of age
- Some college preferred
- Ability to build and maintain strong collaborative relationships across multiple functions and organization levels
- Valid Driver’s license and state minimum required auto insurance coverage
- Successful completion of all required Criminal Background checks
At Necco, we value diversity and are committed to creating an inclusive and equitable work environment. We embrace individuals of diverse backgrounds, experiences, and perspectives. We believe that a diverse team fosters innovation and creativity, and we actively seek candidates from all races, ethnicities, religions, genders, sexual orientations, abilities, and ages to join our organization. We are dedicated to providing equal opportunities for employment and advancement to all qualified individuals, and we encourage applicants of all backgrounds to apply.