Service Delivery Manager

Description

We are looking for an experienced Service Delivery Manager to lead and oversee IT field operations across multiple locations. This role involves managing onsite IT teams, resolving technical escalations, and ensuring the efficient delivery of IT support services. The ideal candidate will possess strong leadership abilities and a customer-focused approach to drive operational excellence.

Responsibilities:
Supervise and provide guidance to onsite IT support teams, ensuring accountability and high performance.
Act as the primary escalation point for complex technical issues requiring onsite intervention.
Manage vendor relationships for supplemental support, including contract negotiations and performance evaluations.
Collaborate with stakeholders to align field operations with organizational IT objectives and roadmaps.
Monitor and analyze KPIs and SLAs to enhance service delivery and operational efficiency.
Develop and enforce policies and procedures for onsite IT support and incident management.
Oversee the installation, configuration, and troubleshooting of IT hardware and physical devices.
Coordinate logistics for IT equipment shipments, moves, and installations during practice transitions.
Ensure compliance with security, privacy, and regulatory requirements across field operations.
Promote a culture of customer service and continuous improvement within the field team.

Requirements

Extensive experience in IT service delivery and field operations management.
Strong leadership skills with a history of managing distributed or remote teams.
Proficiency in ITIL framework and best practices.
Expertise in tools such as Azure Active Directory, Intune, and Cisco Webex Meetings.
Demonstrated ability to prioritize and manage multiple projects effectively.
Excellent problem-solving skills and the ability to perform under pressure.
Exceptional communication and relationship-building capabilities.
Familiarity with remote desktop support and desktop lifecycle management.

Technology Doesn't Change the World, People Do.

Robert Half is the world's first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.

Robert Half works to put you in the best position to succeed. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - whenever you choose - even on the go. Download the Robert Half app and get 1-tap apply, notifications of AI-matched jobs, and much more.

All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information.

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