Service Delivery Manager I

Remote in Southfield, MI, US • Posted 1 hour ago • Updated 54 minutes ago

Full Time

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Education and Training Requirements:Bachelor"s degree or four year equivalent preferredMinimum of 2-3 years" experience working in IT or BPO management role or some combin

Summary

Job Responsibilities:Implement new AI based technology to reduce agent HC and improve customer experienceReduce cost to absolute minimum required to deliver serviceAct as Single Point of Contact (SPOC) for client(s) for all Service Desk and Sophie related issuesResponsible for day to day delivery of Service Desk, Security Administration, Deskside, Tech Staffing and/or BPO servicesProvide leadership, direction and coach/mentor team Implement, monitor and adhere to Best PracticesImplement process improvements to improve quality, customer experience and reduce cost. Manage to Scope of Work and create Change of Scopes in partnership with the Commercial teamAssist with new launches or new business with client(s)Assist with invoicing Additional Notes:The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

Skills, Licenses, Knowledge, Education and Training Requirements:Bachelor"s degree or four year equivalent preferredMinimum of 2-3 years" experience working in IT or BPO management role or some combination of 2-3 years in IT or BPO operationsIn-depth understanding of IT or BPO industry dynamicsCritical thinking and problem solving skillsHigh tolerance/evolved ability to lead and manage ambiguous situationsExcellent relationship skillsSuperior verbal, written, facility and presentation skillsCollaboration and team leadership abilitiesEffective time and project management skillsITIL Foundations experience a plus (for ITO Service Delivery)Attendance and schedule adherence are requirements of this positionSome travel will be requiredMay require additional project-specific training

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

Dice Id: 10106616
Position Id: 63025
Posted 1 hour ago

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