Global Service Delivery Manager II

Stefanini North America and APAC Logo
Stefanini North America and APAC
Southfield, MI, United States (Remote)
  • IT
  • Applications have closed

Details: Job Description

Stefanini, Inc. seeks a Global Service Delivery Manager II in Southfield, MI to oversee the directional management of several Service Desk and Field Services teams to ensure optimum performance, results, and client satisfaction. Coordinate, collaborate, and liaise with multiple stakeholders, including department managers and tower leads, to ensure smooth and successful operations. Manage the account to the Scope of Work and Change of Scopes. Accountable for Service Level Agreements and other contractual deliverables. Set the strategic direction of each team. Manage multiple tasks, set priorities, and meet deadlines, demonstrating excellent project management skills. Develop and implement strategies to improve service delivery, customer satisfaction, and operational efficiency. Use data and analytics to drive strategic decision-making and improve quality and profitability. Communicate effectively with all levels of the organization. Develop and deliver managerial-level presentations. Chair and participate in both internal and client-facing service delivery meetings. Develop, implement, monitor, and adhere to Best Business Practices. Conduct ticket audits, negative survey follow-ups, and other quality initiatives. Own, investigate and follow-up on executive-level escalations. Sponsor and drive improvement activities for the account. Champion innovation and transformation initiatives. Identify opportunities to expand service offerings. Manage financials to the budget. Assist with development of monthly client invoices. Reconcile and approve vendor invoices. Hire employees and secure vendor resources. Establish expectations, provide leadership, direction and coaching to the team. Participate in the training/mentoring of direct reports. Create cohesive team environment through consistent management. Conduct formal one-on-ones and performance reviews. Leverage recognition programs to motivate and reward team. Assist with solutioning and launching of new business. Sponsor initiatives to shape the future of Service Desk and Field Services. Aide in corporate initiatives. Lead focus groups to develop and improve process and procedures. Utilize IT Service Management tools; Data Analytics tools; SharePoint; KPI Dashboards; Kanban; Scrum; Agile; PMBOK; Six Sigma; Lean IT; ISO/IEC 20000; and COBIT. Perform other duties as assigned.

Qualified candidates must have a bachelor’s degree in computer science, any engineering field, or a foreign equivalent, and at least two (2) years of experience as Service Manager or a substantially similar position utilizing all the duties and technologies listed above. Work from home 2 days per week permitted.

Job Requirements

Details: Stefanini, Inc. seeks a Global Service Delivery Manager II in Southfield, MI to oversee the directional management of several Service Desk and Field Services teams to ensure optimum performance, results, and client satisfaction. Coordinate, collaborate, and liaise with multiple stakeholders, including department managers and tower leads, to ensure smooth and successful operations. Manage the account to the Scope of Work and Change of Scopes. Accountable for Service Level Agreements and other contractual deliverables. Set the strategic direction of each team. Manage multiple tasks, set priorities, and meet deadlines, demonstrating excellent project management skills. Develop and implement strategies to improve service delivery, customer satisfaction, and operational efficiency. Use data and analytics to drive strategic decision-making and improve quality and profitability. Communicate effectively with all levels of the organization. Develop and deliver managerial-level presentations. Chair and participate in both internal and client-facing service delivery meetings. Develop, implement, monitor, and adhere to Best Business Practices. Conduct ticket audits, negative survey follow-ups, and other quality initiatives. Own, investigate and follow-up on executive-level escalations. Sponsor and drive improvement activities for the account. Champion innovation and transformation initiatives. Identify opportunities to expand service offerings. Manage financials to the budget. Assist with development of monthly client invoices. Reconcile and approve vendor invoices. Hire employees and secure vendor resources. Establish expectations, provide leadership, direction and coaching to the team. Participate in the training/mentoring of direct reports. Create cohesive team environment through consistent management. Conduct formal one-on-ones and performance reviews. Leverage recognition programs to motivate and reward team. Assist with solutioning and launching of new business. Sponsor initiatives to shape the future of Service Desk and Field Services. Aide in corporate initiatives. Lead focus groups to develop and improve process and procedures. Utilize IT Service Management tools; Data Analytics tools; SharePoint; KPI Dashboards; Kanban; Scrum; Agile; PMBOK; Six Sigma; Lean IT; ISO/IEC 20000; and COBIT. Perform other duties as assigned.

Qualified candidates must have a bachelor’s degree in computer science, any engineering field, or a foreign equivalent, and at least two (2) years of experience as Service Manager or a substantially similar position utilizing all the duties and technologies listed above. Work from home 2 days per week permitted.

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