Massachusetts Jobs

The Senior Service Delivery Manager will be responsible for overseeing the delivery of managed services to a key client, ensuring high levels of customer satisfaction, operational excellence, and alignment with the client's business objectives. This role requires strong leadership, communication, and problem-solving skills to manage a team of service delivery professionals, coordinate with various stakeholders, and ensure the seamless delivery of services.

Key Responsibilities:

1. Service Delivery Management:

• Oversee the end-to-end delivery of managed services to the client.

• Ensure services are delivered in accordance with SLAs, KPIs, and contractual agreements.

• Monitor and report on service delivery performance, addressing any issues or escalations promptly.

2. Client Relationship Management:

• Act as the primary point of contact for the client, fostering a strong and positive relationship.

• Conduct regular meetings with the client to review service performance, address concerns, and discuss improvements.

• Understand the client's business needs and objectives to align services accordingly.

3. Team Leadership and Development:

• Lead, mentor, and develop a team of service delivery professionals.

• Conduct regular performance reviews and provide constructive feedback.

• Identify training and development needs to enhance team capabilities.

4. Operational Excellence:

• Implement best practices and continuous improvement initiatives to enhance service delivery.

• Develop and maintain standard operating procedures (SOPs) and documentation.

• Ensure compliance with industry standards and regulatory requirements.

5. Project Management:

• Oversee the planning, execution, and completion of projects related to service delivery.

• Coordinate resources, manage timelines, and ensure project objectives are met.

• Identify and mitigate project risks.

6. Financial Management:

• Manage the budget for service delivery operations.

• Monitor financial performance and ensure services are delivered within budget.

• Identify cost-saving opportunities without compromising service quality.

7. Stakeholder Coordination:

• Collaborate with internal teams, such as IT, HR, and finance, to ensure cohesive service delivery.

• Coordinate with third-party vendors and partners as necessary.

• Ensure clear communication and alignment across all stakeholders.

8. Reporting and Analytics:

• Develop and present regular reports on service delivery performance to senior management and the client.

• Utilize analytics to drive insights and make data-driven decisions.

• Track and report on key metrics, identifying trends and areas for improvement.

Qualifications:

Education:

• Bachelor’s degree in information technology, Business Administration, or a related field. Master’s degree preferred.

Experience:

• Minimum of 15 years of leadership experience in service delivery management, with at least 7-10 years specifically in services delivery.

• Proven experience in managing large-scale services for clients.

• Proven experience in business development to include expansion of current portfolio and identification and pursuit of similar clients

• Strong background in IT services, project management, and client relationship management.

Skills:

• Excellent leadership and team management skills.

• Strong communication and interpersonal abilities.

• Exceptional problem-solving and analytical skills.

• Strong business and proposal development skills.

• Proficiency in project management tools and methodologies.

• Ability to manage budgets and financial performance.

• Knowledge of ITIL or similar service management frameworks required, certification preferred.

• Security Clearance: Active Secret Security Clearance is required.

Work Environment:

• This is an onsite role requiring daily presence at the client’s location near Lexington, MA.

• Occasional travel may be required for meetings and site visits.

• The role may involve working outside regular business hours to address urgent client needs.

This job description outlines the primary responsibilities and qualifications for the role of Senior Service Delivery Manager (Onsite) - Managed Services. The ideal candidate will possess a blend of technical expertise, leadership acumen, and a customer-centric mindset to drive successful service delivery and client satisfaction.

Basic Qualifications:

• U.S. Citizenship Required

Red River offers a competitive salary, excellent benefits and an exceptional work environment. You can review our benefit offerings here (https://redriver.com/wp-content/uploads/2022/01/Benefits-At-A-Glance-2022.pdf) . If you are ready to join a growing company, please submit your resume and cover letter (optional).

EOE M/F/DISABLED/Vet

Red River is an equal opportunity employer and makes employment decisions based on business needs, job requirements and individual qualifications, without regard to race, color, religion, national origin, sex (including pregnancy), sexual orientation, gender identity or expression, marital status, age, family medical history or genetic information, disability, past or present military service, or any other characteristics protected under the laws applicable in the locations where Red River operates. Red River will not tolerate discrimination or harassment based on any of these characteristics.

Red River does not accept unsolicited resumes from individual recruiters or third party recruiting agencies in response to job postings or otherwise. Placement fees will not be paid to any recruiter unless Red River has an active agreement in place with the recruiter and such a request has been made by the Red River Talent Acquisition team and such candidate was submitted to the Red River Talent Acquisition Team via our Applicant Tracking System. Any unsolicited resumes or other data submitted to Red River in violation of this policy may be used by Red River without obligation to pay any fees of any kind to the recruiter.

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Red River brings together the ideal combination of talent, partners and products to disrupt the status quo in technology and drive success for business and government. Red River serves organizations well beyond traditional technology integration, with more than 20 years experience in security, networking, analytics, collaboration, mobility and cloud solutions. Our operations, support, sales and technical teams all work together to create a positive impact on citizens, soldiers, consumers and employees. That’s what it means to Rock the Red. Are you ready?

• We work with purpose, looking to disrupt the status quo in meaningful ways.

• We act with integrity, showing respect for all and demonstrating our commitment to ethics

• We value collaboration and work as a team to accomplish goals

• We elevate creativity, and support curiosity to re-imagine the use of technology

• We have a strong work ethic, and seek continuous improvement in all we do

• We embrace philanthropy, working together to drive positive change and lasting impact within communities around us

Please see the linked document below for our consumer privacy notice. The notice provides you with information about what Red River Technology LLC and its affiliates (collectively referred to as “Company”, “we”, “our” or “us”) may collect about you, how this information may be used by Company, your privacy rights and the Company’s obligations in accordance with California Consumer Privacy Act of 2018 ("CCPA") and the California Privacy Rights Act of 2020 ("CPRA").

https://redriver.com/wp-content/uploads/2023/08/CPRA-Notice-to-Employees-updated30.pdf

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