Service Delivery Manager
Position Summary
The Service Delivery Manager serves as the primary site representative for Apex IT Consulting, overseeing day-to-day IT operations, hardware and software lifecycles, and ensuring service delivery aligns with the client’s business goals. This role involves coordinating with the Virtual Chief Information Office (vCIO) to resolve issues, implement solutions, and maintain high levels of customer satisfaction. The ideal candidate has strong technical expertise, excellent communication skills, and a proactive approach to managing client IT environments.
Responsibilities
Qualifications
o Networking fundamentals (e.g., VLANs, firewalls, VPNs).
o Office 365 and cloud solutions.
o Backup and disaster recovery solutions.
Preferred Skills and Certifications
o CompTIA Security+, Network+, or Server+.
o ITIL Foundation Certification.
o Cisco Certified Network Associate (CCNA).
Work Environment
Key Traits for Success
What We Offer
The Service Delivery Manager serves as the primary site representative for Apex IT Consulting, overseeing day-to-day IT operations, hardware and software lifecycles, and ensuring service delivery aligns with the client’s business goals. This role involves coordinating with the Virtual Chief Information Office (vCIO) to resolve issues, implement solutions, and maintain high levels of customer satisfaction. The ideal candidate has strong technical expertise, excellent communication skills, and a proactive approach to managing client IT environments.
Responsibilities
- Server/Network Infrastructure
- Oversee the maintenance, monitoring, and optimization of servers, networks, and related systems to ensure maximum uptime and performance.
- Collaborate with Tier 2 technicians to resolve complex infrastructure issues.
- Lead infrastructure projects, including system upgrades, migrations, and implementations.
- Ensure adherence to industry best practices and company standards for infrastructure design and operation.
- Cybersecurity
- Develop, implement, and monitor security policies, procedures, and technologies to protect client environments.
- Work with Tier 2 technicians to administer endpoint security, firewalls, intrusion prevention systems, and related tools.
- Conduct regular risk assessments, vulnerability scans, and remediation planning.
- Ensure compliance with relevant regulations and security frameworks.
- Equipment Lifecycle
- Oversee the deployment, maintenance, and decommissioning of hardware assets across client environments.
- Assign and manage lifecycle-related tasks to Tier 1 technicians.
- Maintain an accurate inventory of IT assets and provide recommendations for equipment refresh schedules.
- Evaluate and standardize procurement processes to optimize cost and performance.
- Helpdesk
- Manage the day-to-day operations of the helpdesk to ensure timely and effective resolution of client issues.
- Monitor helpdesk ticket metrics and drive continuous improvement initiatives.
- Oversee escalation of issues between Tier 1 and Tier 2 technicians and ensure service level agreements (SLAs) are consistently met.
- Conduct regular training and mentoring sessions to enhance the skills of helpdesk staff.
- Budget Performance
- Collaborate with the vCIO to forecast and manage IT service delivery budgets.
- Assist vCIO with tracking and reporting of financial performance, identifying areas for cost savings and efficiency improvements.
- Participate in strategic planning sessions to develop scalable service models and offerings.
Qualifications
- 5+ years of experience in IT support or management, with at least 2 years in a client-facing role.
- Strong knowledge of IT infrastructure, including:
o Networking fundamentals (e.g., VLANs, firewalls, VPNs).
o Office 365 and cloud solutions.
o Backup and disaster recovery solutions.
- Experience managing IT projects and coordinating with cross-functional teams.
- Familiarity with MSP tools, such as RMM and PSA platforms.
Preferred Skills and Certifications
- Certifications such as:
o CompTIA Security+, Network+, or Server+.
o ITIL Foundation Certification.
o Cisco Certified Network Associate (CCNA).
- Strong leadership and decision-making skills.
- Excellent verbal and written communication, with the ability to convey technical concepts to non-technical users.
Work Environment
- Primarily on-site at the client’s location, with occasional travel to other locations as required.
- Regular collaboration with vCIO and client stakeholders.
- Flexibility to address urgent client needs outside normal working hours.
Key Traits for Success
- Proactive problem-solving and organizational skills.
- Strong customer service skills with a specific focus on client relationship management.
- Ability to balance technical responsibilities with strategic IT management.
- Commitment to continuous learning and staying up-to-date with industry trends.
What We Offer
- Competitive Pay: Offering salaries that align with market standards.
- Achievement Recognition: Employee bonuses to reward exceptional performance.
- 401(k) Retirement Plan: Includes company matching—100% match for the first 3% of contributions and 50% match for the next 3%.
- Unlimited PTO: We prioritize work-life balance and encourage employees to use their time off.
- Comprehensive Time-Off Benefits: Includes paid sick time and company holidays.
- Employer-Contributed Healthcare: Coverage for medical, dental, and vision care, with dependent options available.
- Expense Reimbursements: Cell phone and mileage costs reimbursed.
- Supportive Work Environment: Join a vibrant, team-oriented workplace where employees often describe the culture as family-like.