Senior IT Service Delivery Leader

Auxis; Fort Lauderdale (FL); On-site; USD 95,000 - 130,000; Full time

Job summary

Auxis, a Grant Thornton Company, seeks a Service Delivery Manager to guide IT operations and optimize service delivery for client accounts. The SDM will liaison with customers, oversee daily technical service delivery, and ensure world-class IT support across assigned business areas.

The role requires leadership in ticket management, standardizing service delivery processes, and efficient resource allocation, with experience in outsourcing and strong communication skills in English and Spanish.

Qualifications

• 6+ years' experience as a Service Delivery Manager, or IT Account Manager, or IT Manager in outsourcing or large complex orgs.
• College Degree.
• Fluency in English and Spanish (strong oral and written communication).
• Experience managing and/or supporting IT Technologies.

Responsibilities

• Manage day-to-day service delivery requests to meet or exceed client expectations.
• Understand daily resource (staff) utilization and organize work to maximize delivery of client service requests.
• Coordinate with Costa Rica and Colombia delivery teams to satisfy requests within SLA.
• Create and maintain SOP documentation to ensure consistent service delivery.
• Act as escalation point for team and client; escalate to Ops Director and management as needed.
• Identify and address roadblocks to improve delivery.
• Lead small-medium projects as the technical project manager.
• Propose improvements to increase account and team efficiency.
• Guide deployment of Auxis' IT Operations methodology and SOPs across environments.

Skills

SDM experience

Bilingual EN/ES

ITIL v4 knowledge

Project management

Staff coaching

Customer relationship

Multi-vendor support

Networking knowledge

Windows Server & databases

Education

College Degree

Job description

Auxis, a Grant Thornton Company, seeks a Service Delivery Manager to guide IT operations and optimize service delivery for client accounts. The SDM will liaison with customers, oversee daily technical service delivery, and ensure world-class IT support across assigned business areas.

The role requires leadership in ticket management, standardizing service delivery processes, and efficient resource allocation, with experience in outsourcing and strong communication skills in English and Spanish.