Bounteous is hiring a
Service Delivery Manager

Summary

The job description is for a Service Delivery Manager at Bounteous x Accolite, a digital services company. The role involves managing service delivery, ensuring customer satisfaction, and leading improvement initiatives. The candidate should have extensive experience in managed services, IT Service Management (ITSM), and ITIL Framework.

Requirements

• 5+ years of experience supporting clients in a managed services organization
• 5+ years of progressively responsible experience in managed services and IT Service Management (ITSM)
• Background in managed or outsourcing service models, including application and infrastructure support services
• ITIL v3/4 Foundation certification or training required

Responsibilities

• Champion managed services within BxA and with our clients to increase awareness of IT Service Management (ITSM) and its role in co-creating value
• Serve as the liaison between customers, client account leadership, project delivery teams, and technical service teams
• Demonstrate a deep understanding of managed service offerings and take ownership of delivering all contracted services to customers
• Build and maintain strong internal and external relationships, consistently aiming for the highest level of customer satisfaction
• Manage a customer satisfaction program, including regularly gathering feedback and developing action plans to enhance the service experience
• Contribute to the development of standard client-specific statements of work, enforce change order governance for out-of-scope work, and ensure contractual obligations are met
• Balance cost reduction initiatives, account profitability, and customer satisfaction by reporting on profitability and managing time/expense costs against client accounting codes
• Partner closely with program delivery and client service teams to provide necessary tools and documentation to effectively support managed services clients
• Collaborate with major incident management teams on root cause analysis for service failures and communicate resolutions to impacted customers
• Escalate significant client service impacts or issues to the Service Delivery Director
• Work with stakeholders to establish effective Service Level Agreements (SLAs) to ensure client satisfaction
• Lead and manage Quarterly Business Reviews (QBRs) for assigned customers, including auditing delivery performance, preparing presentations, and documentation
• Deliver monthly SLA reporting and performance reviews
• Support BxA's ITSM best practices in line with ITIL-aligned workflows and processes to facilitate inter-team communication and meet client requirements
• Recommend service resource models and utilize data from volume-based metrics and KPIs to justify resource needs
• Anticipate client needs and manage the allocation of resources and staff to ensure services are delivered within budget and minimize disruptions
• Lead service review meetings, manage customer expectations, and consistently strive for customer delight
• Maintain flexible availability, including attending P1 bridge calls and managing major incidents if MIM services are unavailable
• Offer on-call support outside of regular hours to provide major incident management, coordinating escalations and communications with BxA, our clients, and other stakeholders during major incidents

Preferred Qualifications

• Experience coaching and developing team members
• Strong understanding of digital technologies
• Proficiency in ITSM tools such as ServiceNow and JSM/Jira
• Experience with project management tools, including Confluence and Jira
• Familiarity with operations tools such as PagerDuty, Site24x7, New Relic, ElasticSearch, and Terraform; experience with native cloud environments a plus
• PMP certification or equivalent experience in project management preferred
• Experience working with clients deploying CMS platforms (Adobe Experience Manager, Drupal), eCommerce platforms (Magento, Shopify), SAP Hybris, and Google Analytics
• Ability to communicate complex technical topics clearly and concisely to various audiences and transition seamlessly between business and technical discussions
• Comfortable working in an interrupt-driven environment and balancing deliverables with shifting customer priorities
• Understanding of technologies used for service delivery, including synthetic monitoring, patch management, Infrastructure as Code, automation tools, cloud dashboards, and log collectors
• A mature, constructive, and positive approach to conflict resolution
• Skilled at managing distributed or remote team members and collaborating with multiple teams simultaneously
• Self-motivated with the ability to work independently, determine a way forward, and solve problems with minimal direction; proven track record of driving results in a dynamic and complex organization
• Exceptional written and verbal communication skills, enabling clear and effective communication with program teams, client stakeholders, and senior management
• Excellent organizational skills and a methodical approach to tasks
• Digitally-savvy and well-informed on innovations, trends, and technologies

Benefits

$105,000 - $153,000 a year