Technical Delivery Manager

R3 • Frederick, MD

1d • $120,000 - $150,000 • Hybrid

About The Position

At R3, we are committed to providing our clients with best-in-class solutions for all of their IT needs. We are relentless in our pursuit of excellence and dedicated to providing our clients with unsurpassed quality, service, and value day in and day out. As we continue to grow and innovate, we are seeking passionate and dedicated individuals to join our team. If you’re ready to join our mission of setting the standard for IT excellence, we are looking for a talented Technical Delivery Manager to join our team. As the Technical Delivery Manager , you will be responsible for ensuring the delivery of efficient, superb technical support from R3. The ideal candidate will possess a strong technical background, exceptional leadership abilities, the ability to discuss IT solutions with both technical and non-technical contacts, and a passion for delivering reliable and high-quality IT services. This role requires an onsite presence at our Frederick office three (3) days per week. Wednesday is a mandatory in-office day, with the second onsite day to be determined based on team needs. Occasional travel to client locations within the DMV area may be required, though it is not frequent.

Requirements

• Bachelor’s degree in computer science, Information Technology, or a related field, and/or at least 5-7 years related experience.
• Strong knowledge of system administration, networking, virtualization, and cloud computing technologies.
• Solid understanding of IT security principles and best practices.
• Exceptional problem-solving skills and the ability to remain calm and effective under pressure.
• Excellent communication and interpersonal skills, with the ability to collaborate with cross-functional teams.
• Previous experience in budgeting, resource planning, and project management.
• Leadership and management skills, with the ability to motivate and inspire the team.

Nice To Haves

• ITILv4 certification is a plus.

Responsibilities

• Oversee Service Delivery to R3 customers and ensure that services are being delivered as outlined in customer contracts.
• Liaise between the different teams at R3 on behalf of the customer to ensure customer needs are being met.
• Communicate across R3 teams as needed to ensure that relevant stakeholders are aware of ongoing issues, initiatives, projects, etc.
• Provide leadership and decision-making on technical issues that arise.
• Identify service gaps and opportunities for improvement in customer environments.
• Ensure SLAs, KPIs, and other metrics are being successfully met and identify ways to improve on these metrics.
• Assist teams in clearing obstacles and driving towards resolution of issues.
• Manage vendor relationships and service level agreements to ensure high-quality support and services are provided.
• Assist in responding to and resolving technical issues, incidents, and outages, ensuring minimal disruption to business operations, and adhering to agreed-upon service level agreements (SLAs).
• Contribute to the development of customer IT budgets and effectively manage resources to meet operational needs and objectives.
• Oversee the implementation of changes, updates, and patches to the IT infrastructure, ensuring proper testing and change control procedures are followed.
• Maintain accurate and up-to-date documentation of the IT infrastructure, configurations, and procedures.
• Provide regular reports on system performance, incidents, and other key metrics to the senior management team.

Benefits

• Competitive wages to reflect your experience and skills.
• Comprehensive medical, dental, and vision insurance plans to keep you and your family healthy.
• 401(k) with company match to help you plan for the future.
• Flexible time off policies to ensure you maintain a healthy work-life balance.
• We are committed to creating a positive impact on society and contributing to a better world--we're involved in our community and encourage our employees to do the same.
• We are reshaping the industry and the way it thinks about technology and service.
• We strive to be better and encourage our employees to do the same by offering training incentives and bonuses to help you and your career grow.
• The opportunity to be a part of an amazing team.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager