Service Delivery Manager I

Stefanini Group•Southfield, MI

10h

About The Position

Job Responsibilities: Implement new AI based technology to reduce agent HC and improve customer experience Reduce cost to absolute minimum required to deliver service Act as Single Point of Contact (SPOC) for client(s) for all Service Desk and Sophie related issues Responsible for day to day delivery of Service Desk, Security Administration, Deskside, Tech Staffing and/or BPO services Provide leadership, direction and coach/mentor team Implement, monitor and adhere to Best Practices Implement process improvements to improve quality, customer experience and reduce cost. Manage to Scope of Work and create Change of Scopes in partnership with the Commercial team Assist with new launches or new business with client(s) Assist with invoicing Additional Notes: The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

Requirements

Bachelor"s degree or four year equivalent preferred
Minimum of 2-3 years" experience working in IT or BPO management role or some combination of 2-3 years in IT or BPO operations
In-depth understanding of IT or BPO industry dynamics
Critical thinking and problem solving skills
High tolerance/evolved ability to lead and manage ambiguous situations
Excellent relationship skills
Superior verbal, written, facility and presentation skills
Collaboration and team leadership abilities
Effective time and project management skills
Attendance and schedule adherence are requirements of this position
Some travel will be required
May require additional project-specific training

Nice To Haves

ITIL Foundations experience a plus (for ITO Service Delivery)

Responsibilities

Implement new AI based technology to reduce agent HC and improve customer experience
Reduce cost to absolute minimum required to deliver service
Act as Single Point of Contact (SPOC) for client(s) for all Service Desk and Sophie related issues
Responsible for day to day delivery of Service Desk, Security Administration, Deskside, Tech Staffing and/or BPO services
Provide leadership, direction and coach/mentor team
Implement, monitor and adhere to Best Practices
Implement process improvements to improve quality, customer experience and reduce cost.
Manage to Scope of Work and create Change of Scopes in partnership with the Commercial team
Assist with new launches or new business with client(s)
Assist with invoicing