Service Delivery Manager IT NC
Raleigh , NC 27609
Posted 3 months ago
The Service Delivery Manager works closely with the service delivery team to ensure clients receive the best advice, planning, consulting, and support. Primarily responsible for the day-to-day service and support of assigned clients to ensure an exceptional service experience for clients.
Net Promoter Score
Direct Reports (if applicable):
Consultant Project Lead
In-House Technical Support Representative
Ensure service tickets are dispatched, scheduled, and resolved in a quick and effective manner, including communicating clearly and in a timely manner with both clients and Consultants.
Work closely with Account Manager, and General Manager to ensure escalated issues are resolved and communicated quickly and effectively.
Review client systems, technology, and user requirements to identify improvement opportunities, and work closely with Account Manager and General Manager to help present to clients.
Review and approve RMA requests from Consultants and Clients, and ensure completion of RMA process including client satisfaction, accurate billing, and accurate tracking in Connectwise.
Manage schedules of team members to ensure proper remote and on-site support coverage.
Review completed projects for accurate and complete implementation, accurate documentation, accurate billing, and client satisfaction.
Work with Service Delivery Director and General Manager to develop and execute training plans.
Provide weekly reports of SLA performance and NPS.
Assist Account Managers and General Manager with preparation for client meetings & reviews, project scoping, and other consultative or planning requests as needed.
Work with supervisor to plan and allocate resources effectively.
For Immediate Consideration please send resume to
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