Duration: Six Months to Perm

Location: Seattle, WA

The Service Delivery Manager is responsible for overseeing the delivery of high-quality services to our customer’s team. This includes managing support services for assigned regions, products, or coverage areas, and establishing and maintaining contact with customers to provide on-going technical and business support.

This role requires strong interpersonal and leadership skills, as well as the ability to analyze and resolve problems. The successful candidate will have the ability to attract and retain talent as a 2nd line manager with senior professional direct reports.

Key Responsibilities:

• Manage and execute service delivery strategies to meet or exceed customer expectations
• Lead cross-functional teams to resolve customer complaints and issues in a timely and effective manner
• Develop and implement process improvements to increase efficiency and effectiveness
• Mentor and coach junior team members to enhance their skills and knowledge
• Provides review and direction for vendor activities, ensuring that the vendor's performance against agreed-upon service levels agreements (SLAs) and quality metrics meet expectations.
• Monitors the day-to-day vendor operations and delivery, examining measured results for problem determination, root cause analyses and works with vendor on continuous improvement.
• Track and ensure appropriate actions are taken to correct failed activities, functions or processes. The SDM acts as a key liaison between internal and vendor teams.
• Ensures that incident management and responses are followed appropriately and that a high degree of visibility into issue investigation and resolution occurs during the incident.
• Monitors progress against project deliverables being delivered through exclusively the vendor or in combination of vendor and other parties representing customers

Qualifications

• This role requires a strong understanding of IT service management processes, excellent communication skills, and a customer-centric approach.
• Experience with infrastructure, data, and cloud technologies
• Network Architect experience
• Experience managing teams
• Experience managing projects, reporting on service level agreements
• Experience managing support operations, taking leadership over mission critical issues, and finding root cause to technical issues.
• Hospital based experience is preferred.