Service Delivery Manager at Kforce Inc in Troy, Michigan

Job Description:

RESPONSIBILITIES:

Kforce's client, a national IT Managed Services Provider, has an exciting opportunity of a Service Delivery Manager in the Troy, MI area. This is a contract to hire position. This position allows for remote work but travel to end client sites to the north and west of Detroit (driving distance) will be required.

Summary:
The objective of this role is to manage, grow and develop a loyal, satisfied and appropriately skilled engineering team. Working closely with regional teams, you will focus on client profitability, contracted/project revenue, and realized rate IT strategy and consulting projects. You will manage 8-12 engineering resources, ensuring service delivery quality to clients in your location. Partnering with region leadership, you will evolve and optimize the delivery model, handle local staff planning and execution, and provide performance coaching and counseling. Conducting local performance reviews and career development, executing executive and company-driven strategies with the local team, and ensuring local quality service delivery are also part of your responsibilities.

Key Tasks:

• Responsible for the overall productivity and quality of work for their assigned team(s) and works to ensure that each of their team members have the skills and tools needed to be successful and addresses/expedites escalations when necessary


• Works closely with various departments and Client account stakeholders to ensure consistent quality service delivery and to identify and facilitate remediation of service quality issues as they arise


• Coordinates activities with the various matrixed functional leaders within our client's or to ensure alignment and effectiveness


• Work closely with the Principal Engineer and Training Manager to execute required training plans and be responsible for the wellness of your local team

REQUIREMENTS:

• BA or BS degree or equivalent combination of relevant education and experience


• 5+ years of work experience in technology, people management, technology consulting, and multiple operating systems network engineering/administration experience


• Management/leadership experience, managing dispersed and/or Remote teams, ideally experience managing a team of least ten engineers


• Experience with a multi-client managed service provider


• Proven success at building and working as part of a team


• Proven dedication to enabling quality through continuous improvement


• Exhibits strong coaching, decision making and leadership skills


• Excellent verbal and written communication skills


• Have an entrepreneurial spirit, is a self-starter, and thinks outside of the box


• Exceptional organizational and time management skills


• Solid commitment to customer service with good initiative and follow-through


• Possess valid drivers' license


• Must be able to learn new concepts, applications and technologies quickly


• Able to explain and guide clients through technical issues


• Ability to multi-task and manage multiple priorities


• Ability to deal with changing priorities to complete tasks in a short period of time


• Previous I.T. consulting across multiple clients is strongly preferred

The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.

We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.

Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless
and until paid and may be modified in its discretion consistent with the law.

This job is not eligible for bonuses, incentives or commissions.

Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

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