AccessWave · 21 hours ago
Service Delivery Manager
UNAVAILABLE, UNAVAILABLE, US
Full-time
Hybrid
Mid Level
$80K/yr - $100K/yr
3+ years expHighPoint is a global provider of Technology Infrastructure and Managed Services, committed to building long-term relationships with customers. The Service Delivery Manager is responsible for overseeing service delivery to clients, ensuring performance meets contracted service levels and quality standards while fostering strong client relationships and leading service delivery teams.
Commercial InsuranceEmployee BenefitsLife Insurance
Responsibilities
Oversee the delivery of services to clients or customers, ensuring they meet the contracted service levels (SLAs), performance metrics, and quality standards
Coordinate with internal teams (e.g., IT, operations, support) to ensure services are delivered efficiently and effectively
Monitor and report on service performance and identify areas for improvement
Handle escalated issues, acting as the point of contact for resolving complex customer concerns or service-related problems
Develop and maintain strong relationships with clients, acting as the primary point of contact for service delivery issues
Ensure regular communication with clients to update them on service status, performance, and any changes
Conduct regular client meetings to review service delivery, address concerns, and discuss potential improvements or changes
Lead and motivate service delivery teams, ensuring they are equipped to meet service expectations and provide quality support
Collaborate with other departments (e.g., sales, technical support, product development) to ensure seamless service delivery
Provide coaching, training, and guidance to team members as necessary
Monitor and track service delivery performance through metrics such as uptime, response times, and customer satisfaction
Prepare and present regular performance reports to senior management and clients
Identify trends or recurring issues and implement solutions to improve service delivery
Evaluate and refine service delivery processes to enhance efficiency, reduce costs, and improve service quality
Suggest and implement process changes to increase client satisfaction and optimize operational efficiency
Proactively identify potential risks to service delivery and develop mitigation strategies
Ensure compliance with industry standards, internal policies, and regulatory requirements
Qualification
Required
Bachelor's degree in a related field (e.g., information technology, business administration)
3-5 years of experience in service delivery, project management or IT support role
Strong understanding of service management principles and practices
Experience with managing SLAs and KPIs
Technical aptitude and ability to learn new technologies
Excellent verbal and written communication skills
Excellent customer service skills
Ability to manage multiple clients plus work independently and as part of a team
Proficient in Microsoft applications (especially Excel)
Knowledge of Microsoft Power BI
ITIL Foundation certification a plus
Experience with service management tools (e.g., Autotask, Logic Monitor, etc.)
Benefits
Medical, dental, 401k, etc;
Access to a gym/discounted membership
Competitive paid time off
Flexible work schedule/ remote work (Sparta, NJ and Charlotte, NC)
Bonus Potential-opportunity to earn variable compensation up to $2,500 per quarter
Company
AccessWave
AccessWave offers insurance brokerage, benefits consulting, and professional networking events for businesses.
11-50 employees
Funding
Current Stage
Early StageLeadership Team
Bill Williams
Founder & CEO
Company data provided by crunchbase