Service Delivery Manager

With a company culture rooted in collaboration, expertise and innovation, we aim to promote progress and inspire our clients, employees, investors and communities to achieve their greatest potential. Our work is the catalyst that helps others achieve their goals. In short, We Enable Possibility℠.

The Arch Global End User Services team is responsible for assisting business users with technology and IT services. This role drives the service delivery strategy, product roadmap development, and delivery/operation of the Global End User Services to an assigned business segment. The Senior Manager, Service Delivery will work closely with end user business partners, internal GEUS services, and peer IT services team members to effectively maintain and execute technology services and initiatives.

To be successful, the employee must combine

• a strong relationship management/customer service background
• a strong project or product management background
• a meaningful understanding of the core IT services gained through hands-on experience
• a balanced strategic and pragmatic approach to problem-solving
• a track record of experience managing projects such as global end user operating system upgrades, migrations, chat implementations, service desk, or ITIL improvement efforts
• The candidate will need to display deftness in managing critical issues, anticipating, and mitigating risks, exploring, and implementing contingency plans with Domain Owners, and providing frequent, appropriate, and timely updates to key stakeholders.

This position will report to the Vice President of End User Services, and will work closely with Stakeholders, Domain Owners, End Users, and other IT Service Delivery Managers. This role will be responsible for maintaining strong relationships with our internal customers. You will communicate with our customers in a professional and courteous manner, as well as resolving customer issues and complaints.

Job Responsibilities

• Managing relationships with internal customers to include conducting customer interviews
• Identifying and communicating customer needs to IT teams
• Ensuring customer satisfaction by escalating and resolving customer issues and concerns
• Excellent verbal and written communication skills
• Strong interpersonal, customer service, presentation, and organizational skills
• Ability to work well in a fast-paced team environment
• Develop and maintain customer feedback and engagement program for use on a global scale
• Perform research, validation, and whitespace analysis to identify new opportunities for existing and new features/functionality
• Foster close relationships with key constituents and technology vendors to validate strategy and roadmap
• Deeply understand the business case for proposed services and initiatives in assigned business segment, including cost/benefit estimates, trends, competitive and risk analysis, service industry best practices, and product development timelines
• Partner with business and technical teams to plan and prioritize service delivery releases
• Act as first point of engagement for senior leadership partners
• Develop and maintain regular reporting of service status
• Engage business partners to develop and execute action plans to address gaps
• Prepare business case (financial/ROI) analysis to quantify and determine the value to the services organization of a current or potentially new service
• Plan, prioritize, and manage the services, features, and requirements demonstrating strong understanding of business segment needs
• Collaborate with the engineering and operations teams to ensure consistent execution of service delivery plans
• Build and maintain relationships with the business sponsors, understanding their goals and motivations, and shaping the technology roadmap to meet these business objectives
• Evaluate, analyze, and interpret the voice of the customer through a variety of data sources
• Convey technical concepts in a clear, understandable way
• Ability to coach and mentor staff to develop skills
• Strong Problem Management skills
• Proven ability to proactively identify issues and drive corresponding process improvements

Required Skills/Experience

• 5+ years of experience in relationship, product, or program management
• Outstanding knowledge of IT service management and change management principles
• Experienced managing complex projects
• Ability to make decisions in a fast-paced, deadline-driven, and rapidly changing environment
• Broad understanding of usability and user experience best practices
• Broad experience delivering enterprise class software products to a global audience
• Strong diplomatic and consensus building skills
• ITIL/ITSM Certifications

Do you like solving complex business problems, working with talented colleagues and have an innovative mindset? Arch may be a great fit for you. If this job isn’t the right fit but you’re interested in working for Arch, create a job alert! Simply create an account and opt in to receive emails when we have job openings that meet your criteria. Join our talent community to share your preferences directly with Arch’s Talent Acquisition team.