CTG Service Desk Delivery Manager in Boston, Massachusetts
Service Desk Delivery Manager
9 hours agoPost Date
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CTG is looking to hire a Service Desk Delivery Manager internally. This position offers excellent medical benefits, paid time off and so much more! The Service Desk Delivery Manager will be responsible for the delivery of a specific solution or a specific set of services as designated by the Delivery Director. The Service Desk Delivery Manager will contribute to the acquisition and assignment of resources to deliver high-quality outcomes within their assigned area. In addition, the Service Desk Delivery Manager will develop intellectual capital that aligns with market opportunity and CTG growth strategies. This person may also provide direct services or solutions to CTG customers and be responsible for oversight and overall quality of designated solutions.
Company – Driving Business and Generating Revenue
Develops and manages client relationships to encourage client retention and generation of new business
Leads initiatives and activities that improve CTG visibility and image in the market place
Provide subject matter advice in the development of practice and company service capabilities
Acts as a key contact point for multiple clients and multiple engagements
Remains current with the activities of relevant industry professional organizations
Develops CTG capabilities, thought leadership, and intellectual property
Demonstrates sound economic management for a specific solution, or a specific set of services
Responsible for $1-15M of revenue
Manage a budget of $500K-$10M
Customer - Improve Client Satisfaction, Protect and Grow the Base
Maintains relationships with top practitioners in their field
Understands the competitive market and CTGs basis of competition
Is recognized as a problem solver to sustain CTG successful presence at a client site
Makes efforts to maintain favorable client satisfaction scores (CQA/EQA) scores for a specific solution or set of services as assigned; makes efforts to establish client references
Colleague – People Developer
Manages 100-150 resources
Proactively manages own staffing and career to develop self and support CTG goals
Leads by example, proving a role model for team members
Works with team members to support professional development and goal setting
Regularly reviews progress with team members towards professional development and goals.
Provides coaching and mentoring as appropriate, and completes annual appraisals for those assigned.
Contribute to the acquisition and assignment of resources to deliver high-quality outcomes within their assigned area
Effectively support the career development of CTG associates through mentoring, coaching, and direct management; ensures goal setting is established and monitored; completes formal performance appraisals for those associates assigned
Complies with CTG processes and methodologies and assures assigned staff achieve compliance
Develops and delivers learning, while promoting a learning environment within the team
Actively manages bench time for team members in Solution area on projects which add value to the practice line and CTG
Makes valuable use of unassigned time if applicable to support business development and to further professional development
Demonstrates effective networking within CTG and effective use of CTG leadership for the benefit of the engagement team and client
Participates in regional and local associations relevant to CTG services
Participates in the development of thought leadership
Develops skills and knowledge in new solutions
Bachelor’s degree or higher, or commensurate work experience
Minimum 5 years of IT consulting experience leading large and complex projects
Minimum 3 year demonstrating success in business development activity and service / solution development
Experience in leading and mentoring teams
Proficient in IT business development; demonstrated ability to negotiate/interact with client executives
Competence in profitably leading large, concurrent consulting engagements
Competence in developing and managing to a strategic and financial plan
Strong verbal and written skills
CTG is a leading provider of digital transformation solutions and services that accelerate clients' project momentum and achievement of their desired IT and business outcomes. Our vision is to be an indispensable partner to our clients and the preferred career destination for digital and technology experts. CTG has operations in North America, South America, Western Europe, and India. For more information, visit www.ctg.com.
Our culture is a direct result of the people who work at CTG, the values we hold, and the actions we take. In other words, our people are the culture. It's a living, breathing thing that is renewed every day through the ways we engage with each other, our clients, and our communities. Part of our mission is to cultivate a workplace that attracts and develops the best people, reflected by our recognition as a Great Place to Work-certified company across many of our global operations.
CTG will consider for employment all qualified applicants including those with criminal histories in a manner consistent with the requirements of all applicable local, state, and federal laws.
CTG is an Equal Opportunity and Affirmative Action Employer. CTG will assure equal opportunity and consideration to all applicants and employees in recruitment, selection, placement, training, benefits, compensation, promotion, transfer, and release of individuals without regard to race, creed, religion, color, national origin, sex, sexual orientation, gender identity and gender expression, age, disability, marital or veteran status, citizenship status, or any other discriminatory factors as required by law. Our Affirmative Action program serves to promote occupational equality and diversity through good faith efforts. CTG is fully committed to promoting employment opportunities for members of protected classes.
Education Level: Bachelor's Degree (±16 years)
Work Remote: Yes
Travel: Yes, 25 % of the Time
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