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Service Delivery Manager


Location: Boston, Massachusetts
Job Category:

Service Delivery Manager
Boston, MA
100K salary - perm

Purpose: To lead the US Service Delivery team, ensuring agreed systems and processes are implemented in all offices. Manage end user assets, supplier relationships, provide service analysis and reporting. Balance demands of technical work with management responsibilities. Build strong relationships with key stakeholders and colleagues. Travel across the US expected.

Reporting relationships:
  • Head of Service Delivery (Group Systems) - Overall Line manager
  • Wider Group Systems Leadership team
US Corporate Leadership team


% of time


Accountability:

40%

Process management and implementation, meetings, UK/US partnership, Change control, service review

35%

Problem tickets, technical fixes, Laptop/Mac/Phone builds, queue analysis

10%

Reporting and analysis (laptops/phones/budget) including stock

10%

Line management of 3 Systems support engineers, people development

5%

Supplier management, contracts, review

 



Key relationships:

Service Delivery Leads
Group Systems Leadership Team
US Business Support Teams
US Partner Group
 

  • Maintain high levels of support to US people against agreed SLAs
  • Ensure team wide compliance with firm wide processes, implement global Group Systems policies
  • Collaborate with UK Service leads, work effectively with peer group and contribute to meetings
  • Respond quickly to service requests, discuss priorities and work to agreed plan
  • Act as the escalation point for US service issues, have regular open dialogue with Head of Service Delivery
  • Stock management and purchasing, regular reporting and projections to ensure availability
  • Flexibility to travel across the US, develop a detailed understanding of the different US offices and key local challenges
  • Line Management and associated requirements
  • Support queue management

Qualifications:

  • Academic excellence (Degree ideal but not essential)
  • Strong IT knowledge – Windows and OSx
  • Microsoft Office/Teams
  • Previous leadership role
  • Customer service experience
  • ITIL awareness

 

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