Service Delivery Manager

Bell Techlogix, Inc.; Indianapolis (IN); Hybrid; USD 75,000 - 110,000; Full time

Job summary

Bell Techlogix, Inc. in Indianapolis seeks an experienced Account Manager to lead delivery excellence for enterprise clients in a hybrid work environment. The role focuses on governance, performance, client satisfaction, and financial accountability across multiple service lines.

You will coordinate weekly, monthly, and quarterly review sessions, drive process improvements, manage margins, and develop strategic plans with client teams to ensure service levels and growth targets are met.

Qualifications

• Bachelor’s Degree in business, CIS, or related discipline; or some college with IT infra experience and 3–5 years in account management
• 2+ years managing service delivery and financials of mid-size or large accounts
• Experience working across a matrixed organization

Responsibilities

• Supports the leadership team in the management of tower service performance
• Builds and maintains partnerships with senior level employees across clients
• Drives governance processes agreed with clients
• Leads all client weekly, monthly and quarterly review sessions
• Keeps track of commitments and ensures department performance
• Implements continuous process improvements to support better performance
• Supports leadership to provide account status
• Manages account profitability for the department
• Serves as the primary account contact for department operations & client needs
• Collaborates with account teams to ensure customer satisfaction and service level attainment
• Participates in capacity/demand planning
• Handles, escalates, and responds to client issues and improvements
• Collaborates with training and quality to trend top issues by client and create knowledge improvements
• Ensures business continuity of account and account SLA attainment
• Drives productivity of the delivery team of the service desk
• Ensures achievement of account margin targets across departments
• Plans staffing for new or reduced work on the account
• Partners with Service Delivery to develop plans for continued success
• Drives productivity and efficiency through tower leadership
• Works with client teams on demand planning
• Identifies opportunities for process improvements and new service lines
• Performs other duties as assigned by management

Skills

Microsoft Office

Communication

Analytical thinking

Problem solving

Education

Bachelor’s Degree (business or CIS)

Tools

ServiceNow

ITIL

Job description

• Supports the leadership team in the management of tower service performance


• Builds and maintain effective partnerships with senior level employees across their clients


• Drives governance process/structure that has been agreed to with clients


• Leads all client weekly, monthly and quarterly review sessions


• Keeps track of commitments and ensures department performance against committed activities


• Ensures continuous process improvements to support improved performance levels


• Supports and engages with leadership to provide account status


• Responsible for account profitability management as related to the department operations


• Serves as the primary account contact for the various department operations & client needs


• Collaborates with account teams to ensure customer satisfaction and service level attainment, while meeting financial goals


• Participates in capacity/demand planning


• Responsible for handling, escalating, and responding to client issues, account problem analysis, and making requested service improvements


• Collaborates with training and quality to trend top issues by client and create knowledge improvement checks to improve service


• Accountable for business continuity of account & account SLA attainment


• Accountable for driving the productivity of delivery team of the service desk (incident mitigation, first contact resolution, average handle time, etc.)


• Responsible for ensuring the achievement of account margin targets across multiple departments.


• Works with leadership to ensure appropriate staffing needs for new work or reduced work on the account as needed


• Partners with Service Delivery organization and delivery teams to develop plans and strategies to ensure continued success of given account(s)


• Responsible for driving productivity and efficiency measures through tower leadership


• Works cross-functionally with the client teams on demand planning


• Responsible for identifying opportunities within the client organization including process improvement and additional service lines


• Performs other duties as assigned by management.

• Supports the leadership team in the management of tower service performance


• Builds and maintain effective partnerships with senior level employees across their clients


• Drives governance process/structure that has been agreed to with clients


• Leads all client weekly, monthly and quarterly review sessions


• Keeps track of commitments and ensures department performance against committed activities


• Ensures continuous process improvements to support improved performance levels


• Supports and engages with leadership to provide account status


• Responsible for account profitability management as related to the department operations


• Serves as the primary account contact for the various department operations & client needs


• Collaborates with account teams to ensure customer satisfaction and service level attainment, while meeting financial goals


• Participates in capacity/demand planning


• Responsible for handling, escalating, and responding to client issues, account problem analysis, and making requested service improvements


• Collaborates with training and quality to trend top issues by client and create knowledge improvement checks to improve service


• Accountable for business continuity of account & account SLA attainment


• Accountable for driving the productivity of delivery team of the service desk (incident mitigation, first contact resolution, average handle time, etc.)


• Responsible for ensuring the achievement of account margin targets across multiple departments.


• Works with leadership to ensure appropriate staffing needs for new work or reduced work on the account as needed


• Partners with Service Delivery organization and delivery teams to develop plans and strategies to ensure continued success of given account(s)


• Responsible for driving productivity and efficiency measures through tower leadership


• Works cross-functionally with the client teams on demand planning


• Responsible for identifying opportunities within the client organization including process improvement and additional service lines


• Performs other duties as assigned by management.

Required Qualifications

• Bachelor’s Degree in business, computer information systems (CIS), or other related discipline; or some college with 2-3 years of IT infrastructure experience and 3-5 years in an account management role


• 2+ years managing the service delivery and financials of mid-size or large complex accounts


• Previous account management experience while working across a matrixed organization

Knowledge, Skills And Abilities

• Excellent command of Microsoft Office Suite: Word, Excel, PowerPoint, Outlook, Project, and various internet browsers.


• Ability to work independently.


• Flexible/adaptable approach to work.


• Strong written and verbal communication skills.


• Excellent customer service, problem solving and conflict resolution skills.


• Proven team player with outstanding interpersonal and communication (written and oral) skills.


• Exceptional analytical and process development skills.


• Ability to motivate others to perform above normal expectations.


• Ability to manage multiple issues at one time with exceptional follow through.

Preferred Qualifications

• Experience working within an ITO service desk.


• Advanced/Expert ITIL certifications achieved


• Experience working with ServiceNow

Physical Requirements And Work Environment

• This position follows a hybrid schedule, with in-office attendance required Tuesday through Thursday.


• Must be able to read computer screens and printed documents.


• Must be able to work at a computer for long periods of time.


• Must be able to enter data into a computer efficiently and correctly.


• Good hearing ability to participate in meetings, video calls, and phone calls, often in a team setting.


• Must be able to travel to Bell Techlogix and client sites; 30 - 50% at peak.