Job Description

Service Delivery Manager (SDM)

At Red River Managed Services, we provide a welcoming and positive workplace where everyone feels valued and able to do their best work, fostering a one-team mentality. Our employees work together to foster wise decision-making that relies on data, experience, and collaboration. We seek self-motivated individuals who are open to an environment based on this teamwork and shared success.

Our team works directly with our clients to create innovative solutions, challenge the status quo, and deliver first in class solutions. Our client-centric culture works to anticipate needs with an urgency to resolve issues and build long-term client relationships.

We aim to expand our growing workforce with passionate individuals who are resilient in the face of uncertainty and possess a creative spirit, all while keeping the needs of our clients top of mind to foster individual and organizational success. Interested candidates must possess a desire for growth through continuous learning and feedback.

Ideal candidates will possess the following skills and come prepared to discuss how they have experienced each of these areas in previous roles:

• CollaborationYou bring a collaborative spirit to all interactions with others; you work to ensure everyone around you is welcomed and positioned to do their best work; you view every Red River colleague as a member of one team.
• CreativityYou welcome new ideas and listen with the intent to understand; you are passionate and persistent in pursuit of innovative solutions; you value "brainstorming" as an expression.
• EmpathyYou take the time to understand both the needs of your clients and your team members; you anticipate client needs and address issues effectively; you work to make each client feel valued and understood; you foster loyalty and a long-term relationship.
• IntegrityYou willingly receive and give feedback; you are open about what's working and what needs to improve; you admit mistakes openly and share learnings widely.
• JudgmentYou are intentional when making decisions, with an aim toward long-term solutions rather than quick fixes; you rely on data, training, and collaboration with others to inform your decisions.
• PurposeYou exhibit courage in searching for the truth; you are willing to risk personal failure to help, or challenge the status quo, in the pursuit of excellence.
• ResilienceYou thrive in rapidly changing circumstances; you adapt to change; you know when to include or escalate to others; you embrace a hard challenge.
• SelflessnessYou are considerate when searching for new and different ideas; you seek what's best for the team and organization; you discern how your actions could affect others; you seek to make those around you successful.

Red River seeks a Service Delivery Manager (SDM) with the experience and leadership capability to manage technicians and engineers supporting Red River Managed Service RRMS clients. The SDM is responsible for the day-to-day delivery of services to clients and ensuring processes and procedures are in place for effective and efficient support of clients. The SDM role will be vital in boosting end user experience by ensuring the smooth delivery of top-notch services that meet and exceed client expectations and Red River's contractual commitments.

Primary Position Tasks:

• Depending on the scope of the client contract, the SDM may report to an Account Manager (AM) or the Senior Director of Service Delivery. The distinguishing criteria for determining the reporting relationship is whether the SDM is embedded within the client's operations or Red River's operations.
• Developing, with the AM, action plans resulting from root cause analyses, audits or other activities under the Service Level Agreements reached with clients.
• Leading, coaching, and potentially managing dedicated service desk team made up of Tier 1 thru Escalation analysts operating both on-site at the customer location or from our remote operations center.
• Developing, documenting, and refining service operating processes and procedures to drive improvements for more effective and efficient delivery.
• Monitoring, measuring, and reporting on performance against SLAs and KPIs.
• Delivering scheduled and ad-hoc Service reporting to management and clients
• Assisting with managing IT projects that leverage delivery staff including Professional Services Staff.
• Managing client escalations and satisfaction related issues
• Providing guidance to direct reports, both first line manager and delivery-oriented employees.
• Serving as an escalation point within Red River management for clients of Managed Services and resolving escalated issues in accordance with the Red River dispute escalation procedures.
• Ensuring clarity around priorities and goals for business operations, procurement, asset management and customer facing functional areas.
• Working across functions with peers in other accounts to ensure completion of shared goals.
• Interacting with senior management for reporting, strategy development and execution planning.
• Supporting Account Operations Management in the process of authorizing invoicing as part of contract management.
• Reviewing monthly charges and invoices to assure the accuracy of service fees and other charges including accurate pass-through expenses.
• Investigating variances relating to forecast expenditures or incurred expenditures.
• Reviewing and providing input on any amendments or Changes that modify the Service Fees
• Other duties as assigned

Minimum Education/Certification/Experience Requirements:

• BS Business Administration, Computer Science, Engineering or other technical degree or equivalent experience.
• Previous technical support and experience in IT infrastructure with focus on Data Center, Network, Cloud Computing, Unified Communications, and Cyber Security, Database Management.

Preferred Education/Certification/Experience:

• Experience with IVR technologies
• Experience with ServiceNow.
• Ability to achieve public trust clearance.
• 5 years of management experience
• Knowledge of ITIL framework

Knowledge, Skills and Abilities:

• Proficiency in leading both physical and virtual teams
• Ability to drive strategic direction.
• Decision-making skills
• Experience in dealing with third-party-provided services
• Asset management expertise and procurement expertise
• Strong organizational skills capacity to train and guide junior team members.
• Proactive attitude

Basic Qualifications:

• U.S. Citizenship Required

Red River offers a competitive salary, excellent benefits and an exceptional work environment. You can review our benefit offerings here. If you are ready to join a growing company, please submit your resume and cover letter (optional).

Red River is an equal opportunity employer. All qualified applicants will receive consideration for employment. Discrimination or harassment based upon any protected characteristics as defined by state or federal law is wholly inconsistent with our company values and will not be tolerated.

In order to ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veterans Readjustment Act of 1974, and Title I of the American's with Disabilities Act of 1990, applicants that require accommodation in the job application process may contact accommodation@redriver.com. PLEASE NOTE: This contact channel is reserved for use by individuals with disabilities who require special accommodations in order to submit an expression of interest in a position within Red River.

Red River does not accept unsolicited resumes from individual recruiters or third-party recruiting agencies in response to job postings or otherwise. Placement fees will not be paid to any recruiter unless Red River has an active agreement in place with the recruiter and such a request has been made by the Red River Talent Acquisition team and such candidate was submitted to the Red River Talent Acquisition Team via our Applicant Tracking System. Any unsolicited resumes or other data submitted to Red River in violation of this policy may be used by Red River without obligation to pay any fees of any kind to the recruiter.

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