Service Delivery Manager

Red River

Red River seeks a Service Delivery Manager (SDM) with the experience and leadership capability to manage technicians and engineers supporting Red River Managed Service RRMS clients. The SDM is responsible for the day-to-day delivery of services to clients and ensuring processes and procedures are in place for effective and efficient support of clients. The SDM role will be vital in boosting end user experience by ensuring the smooth delivery of top-notch services that meet and exceed client expectations and Red River’s contractual commitments.

Primary Position Tasks:

Depending on the scope of the client contract, the SDM may report to an Account Manager (AM) or the Senior Director of Service Delivery. The distinguishing criteria for determining the reporting relationship is whether the SDM is embedded within the client’s operations or Red River’s operations.

Developing, with the AM, action plans resulting from root cause analyses, audits or other activities under the Service Level Agreements reached with clients.

Leading, coaching, and potentially managing dedicated service desk team made up of Tier 1 thru Escalation analysts operating both on-site at the customer location or from our remote operations center.

Developing, documenting, and refining service operating processes and procedures to drive improvements for more effective and efficient delivery.

Monitoring, measuring, and reporting on performance against SLAs and KPIs.

Delivering scheduled and ad-hoc Service reporting to management and clients

Assisting with managing IT projects that leverage delivery staff including Professional Services Staff.

Managing client escalations and satisfaction related issues

Providing guidance to direct reports, both first line manager and delivery-oriented employees.

Serving as an escalation point within Red River management for clients of Managed Services and resolving escalated issues in accordance with the Red River dispute escalation procedures.

Ensuring clarity around priorities and goals for business operations, procurement, asset management and customer facing functional areas.

Working across functions with peers in other accounts to ensure completion of shared goals.

Interacting with senior management for reporting, strategy development and execution planning.

Supporting Account Operations Management in the process of authorizing invoicing as part of contract management.

Reviewing monthly charges and invoices to assure the accuracy of service fees and other charges including accurate pass-through expenses.

Investigating variances relating to forecast expenditures or incurred expenditures.

Reviewing and providing input on any amendments or Changes that modify the Service Fees

Other duties as assigned

Minimum Education/Certification/Experience Requirements:

BS Business Administration, Computer Science, Engineering or other technical degree or equivalent experience.

Previous technical support and experience in IT infrastructure with focus on Data Center, Network, Cloud Computing, Unified Communications, and Cyber Security, Database Management.

Preferred Education/Certification/Experience:

Experience with IVR technologies

Experience with ServiceNow.

Ability to achieve public trust clearance.

5 years of management experience

Knowledge of ITIL framework

Knowledge, Skills and Abilities:

Proficiency in leading both physical and virtual teams

Ability to drive strategic direction.

Decision-making skills

Experience in dealing with third-party-provided services

Asset management expertise and procurement expertise

Strong organizational skills capacity to train and guide junior team members.

Proactive attitude

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

https://www.dol.gov/agencies/ofccp/posters

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