Service Delivery Manager - CCR : Job Details

Description

Service Delivery Manager

BUSINESS UNIT: BeyondReach

FUNCTION: Service

REPORTS TO: Director of Service Delivery

CLASSIFICATION: Exempt

LOCATION: Cedar Rapids, Iowa

EDUCATION: Bachelor's Degree preferred

EXPERIENCE: 5+ years' experience preferred

Who We Are Looking For?

BeyondReach, a CCR company provides connectivity to any location, no matter how remote or complex, specializing in the hard-to-reach locations. We are searching for a highly motivated, dedicated, and experienced team member who understands the importance of business relationships to deliver our vision. Who has the ability to adjust quickly to changing conditions, relishes tackling challenges in a fast-paced environment and delivers results with confidence, collaboration and determination.

Our ideal candidate thrives in an innovative and agile environment, is a go-getter who works collaboratively and partners across matrixed teams to plan, implement and support our technology by developing strong relationships.

As Service Delivery Manager this role will be responsible for overseeing the delivery of services to clients, ensuring that all contractual obligations are met and service levels are maintained. The Service Delivery Manager will work closely with their team as well as cross matrix teams to ensure services are delivered efficiently on time and within budget.

What You'll Accomplish and Experience?

• Oversee service delivery process to ensure all services are delivered to agreed-upon SLAs (Service Level Agreements)
• Manage service delivery team, ensuring projects are consistently completed on time and within budget
• Monitor service performance to ensure quality standards are being met and take appropriate action where necessary
• Serve as the primary point of contact for customers regarding service delivery issues.
• Build and maintain strong relationships with key clients, ensuring a high level of customer satisfaction.
• Conduct regular service reviews with clients to discuss performance, address concerns, and plan for future needs.
• Collaborate with cross functional teams review technical and operational items and identify opportunities to improve service delivery processes, tools, and methodologies
• Review and maintain all documentation on standard procedures to maintain accuracy
• Implement best practices in service delivery and project management
• Drive initiatives to improve client satisfaction
• Lead and mentor the service delivery team, providing guidance and support as needed
• Provide training and development opportunities for team growth

Desirable Previous Experience?

• Demonstrated experience in an agile environment
• Ability to work under pressure and meet deadlines
• Ability to extrapolate data and make business decisions
• Experience leading teams
• Understanding of telecom and internet technologies
• Proven work experience in vendor-based project management inside the telecom industry
• Excellent internal and client-facing communication skills
• Proven leadership in problem solving and analysis that can be applied across all types of business problems
• Solid organizational skills including attention to detail and multi-tasking skills
• Ability to independently leverage critical thinking skills to address project issues
• Energy, drive and passion for end-to-end excellence and customer experience improvement
• Willingness to be a flexible team player adapting to priorities as needed
• Strong business acumen skills verified through a business degree
• Continually seeking opportunities to gain new knowledge

Why BeyondReach

CCR, the parent company of BeyondReach, is a privately held corporation that was founded in 1986 that provides technology services to large and small businesses nation-wide from our location in Cedar Rapids, IA. Our achievements include:

• Top quartile revenue growth for each of the last 5 years as per the worldwide Service Leadership Index precision benchmark.
• Nationally recognized as “Great Place to Work” – 10 years in a row
• 10-years consecutively listed on Inc. 5000 - Fastest Growing Privately Owned Companies in America
• 13x top 100 listing on MSPMentor 501 internationally
• Nationally awarded Platinum HIRE Vets Medallion
• 4x TAI IT Service Provider of the Year

Learn more about CCR and our values:

Learn more about BeyondReach:

CCR offers a unique work-life balance and environment. Our competitive benefits package includes free daily lunch for onsite employees in Cedar Rapids, gym membership reimbursement, health, dental, and vision insurance, paid time off and paid holidays, a 401k program, quarterly profit sharing, short & long term disability and life insurance and lots of development opportunities to help you grow your professional career.

Learn about our culture: