Service Delivery Manager

Join SADA as the Service Delivery Manager!  

The Service Delivery Manager (SDM) plays a key role in delivering quality managed I.T. services to SADA’s managed services clients. 
The SDM works closely with the Director of Enterprise Support Services to meet the following primary objectives of the engineering organization within SADA:
  • Build and retain a loyal, satisfied client base through quality IT Managed Services delivery 
  • Build and develop a loyal, satisfied, and appropriately skilled engineering team to support those clients

The SDM is responsible for the overall productivity and quality of work for their assigned team of 8 to 12 engineers and works with the Director of ESS to ensure that each of their team members have the skills and tools needed to be successful. The SDM will work with various departments and client account stakeholders to ensure consistent quality service delivery, and they will identify and facilitate remediation of service quality issues that arise within their assigned client base.

Duties and Essential Job Functions: 

  • Service Delivery Management for managed services clients
  • Build loyalty within their assigned base of clients
  • Work with local, regional and national departments and functions to ensure seamless quality service delivery to clients
  • Assist the Director of ESS in achieving assigned goals 
  • Assist the Director of ESS to ensure services revenue is delivered at or above plan
  • May be required to participate in IT strategy and consulting
  • Required to develop and maintain subject matter expertise on SADA’s offered services
  • Resource Management for assigned team
  • Manager of a team of 8 to 12 engineers
  • Assists the Director of ESS with staff planning, recruiting and retention
  • Performance coaching and counseling for their assigned team members
  • Performance reviews/career development
  • Assist the Director of ESS with executing on executive and company driven strategies with local team
  • Work closely with Director of ESS, Principal Engineer and Training Manager to execute required training plans
  • Responsible for employee wellness of assigned team
  • Assist with Business and Financial Management
  • Growth Focus (for both revenue and profit)
  • Cost and capacity management of assigned engineering resources
  • Training cost management
  • Sales management 
  • May be required to participate in proposal development and review 
  • Provide sales support to the sales team
  • Opportunity identification within assigned client base
  • Market development 
  • May be required to attend Industry networking events
  • Work in conjunction with the Director of ESS to create and develop local talent pools

Qualifications: 
  • BA or BS degree or equivalent combination of relevant education and experience
  • 3+ years of work experience in technology, people management, technology consulting
  • Hands on I.T. engineering/administration experience is a plus
  • Proven success at building and working as part of a Service Delivery team
  • Proven dedication to enabling quality through continuous improvement
  • Exhibits strong coaching, decision making and leadership skills
  • Excellent verbal and written communication skills.
  • Possess valid drivers’ license
  • Ability to multi-task and manage multiple priorities
  • Have an entrepreneurial spirit, is a self-starter, and thinks outside of the box
  • Ability to deal with changing priorities to complete tasks in a short period of time 
  • Exceptional organizational and time management skills 
  • Solid commitment to customer service with good initiative and follow-through

Working Knowledge of:
  • ITL
  • Networking Infrastructure
  • Windows Desktop OS
  • Windows Server OS and Services
  • Windows Active Directory
  • Exchange Server
  • Firewalls and Security
  • Server Backup Solutions

Internal/External Contacts:

Daily interaction with variety of clients, engineers (both local and remote) and other client account stakeholders.  When appropriate, leverage internal expertise and experience across SADA Systems as required to support assigned clients.  The SDM collaborates with the Director of ESS and other local team members to ensure support expectations are met.

About SADA 

SADA Systems (SADA) is a privately-held global leader in providing business and technology consulting services that transform organizations through innovative cloud-based solutions. As a Google Cloud Premier Partner with Specializations, SADA has gained global accolades and awards including the 2018 Google Cloud Global Partner of the Year and 2017 Google Cloud North America Partner of the Year. SADA has proven expertise in enterprise consulting, cloud platform migration, custom application development, cloud managed services, user adoption and change management. 

Recognized on the Inc. 5000 America's Fastest Growing Private Companies for eleven years, CRN's MSP Elite 150, the 2019 Best Places to Work in Los Angeles, and 2019 Inc.'s Top 50 Workplaces in the U.S., SADA prides itself on continuous innovation, strong partnerships, corporate culture, and exceptional customer service. 


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