Service Delivery Manager III

Exela Technologies Inc. New York , NY 10007

Posted 11 months ago

Office Service Manager 3 Law Firm in New York, NY Full-Time


  • Implementation of the Core Team processes -- Account Charter creation, identification of participants and their roles and responsibilities, and establishment of internal and external CAD.

  • Supports sales efforts by coordinating, managing and conducting site visits, and meetings with client contacts.

  • Financial profitability -- identifies growth opportunities and follows through to addendum approval locally and nationally.

  • Ensures Quarterly Strategy Updates and Annual Customer Strategy are scheduled and executed in conjunction with the Global Account Manager and National Sales rep with national key contact.

  • Makes critical decisions regarding business needs, delegating to appropriate division if necessary or escalating to point of resolution.

  • Function in Governance role for assigned accounts as "Customer Champion".

  • Facilitate the resolution of issues as assigned to ensure optimal customer satisfaction levels.

  • Oversight of Exela's on-boarding support processes (order management, billing, tech services, enterprise services) in relation to customer expectation & satisfaction.

  • Establish and identify applicable reporting packages based on customer requirements.

  • Ensures that Managed Services locations in assigned account(s) are consistent nationally, regarding branding appearance, site procedures manual, training, management, billing, reporting and contract conformance from site to site.

  • Drives SLA compliance to ensure that all commitments and customer expectations are met or exceeded.

  • Facilitates Monthly Management Report meetings with key customer contact, and ensures MMRs are conducted with local customer contacts by local accountable management.

  • Ensures execution of Executive Site audits. Verify acceptable Site Certifications.

  • Facilitates monthly communication (Best Practices, Challenges, Opportunities) with Field Operations; SDMs, Site managers, Site Supervisors across the enterprise.

  • Assists SDMs with recruiting, hiring, and training.

  • Clearly communicates job expectations/consequences of employees by training, coaching, counseling, directing, evaluating the work of subordinates to increase their performance and work quality.

  • Participate in Global Team Selling model in support of US and OUS activities. Interface with other Global Region teams in support of US Global customer.

  • Reviews contract(s), Statement of Work, and operational requirements in order to determine time frames, procedures, resource requirements, and allotment of available resources in order to accomplish assigned projects.

  • Develops key relationships with both internal and external customers.

  • Participate in the creation and management of implementation plans for assigned accounts.

  • Other duties as assigned.

QUALIFICATIONS (Education, Experience, and Certifications)

  • Requires 4 year college degree or equivalent experience

  • 3 - 5 years management experience strongly preferred

  • 2+ years of project management experience strongly preferred

  • A proven track record in marketing new products and services including standard and advanced services & solutions

  • Must have a proven track record of relationship building with both internal and external customers

  • Must have a demonstrated high level knowledge and understanding of technology (networks, security, print servers and print devices)

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Service Delivery Manager III

Exela Technologies Inc.