Service Delivery Manager

Service Delivery Manager

A trusted partner for over 20 years, Logically, a Managed Security Services Provider (MSSP), offers cyber-first solutions and services that infuse security across technology infrastructures to reduce risk and empower teams to focus on their business, not the technology behind their business. At Logically, we're passionate about empowering businesses to succeed in a world where technology and cybersecurity are constantly evolving. Our team of subject matter experts includes cybersecurity professionals, service delivery gurus, cloud specialists, and more, all working together to help our clients navigate the complex and ever-changing landscape of IT.

But what truly sets us apart is our people. We're a close-knit team of professionals who are committed to doing the right thing for our clients and for each other. We value accountability, customer centricity, quality relationships, and nimbleness. Working at Logically isn't just about a job – it's about being part of a community of like-minded individuals who are dedicated to excellence in everything we do. We're proud of the work we do, but we're also committed to creating a fun, supportive work environment where everyone can thrive. If you're looking for a challenging and rewarding career in the world of IT and cybersecurity, Logically is the place for you. Join our team of experts and help us make a difference for businesses.

Why Work for Us

• Be a part of a culture that is committed to "absolutely doing the right thing," valuing the well-being of our colleagues and clients.
• Join a team of ambitious and talented individuals, working with cutting-edge technology to drive innovation with purpose.
• Enjoy a fun and engaging work environment, where we prioritize ensuring a good work-life balance.
• We offer competitive wages and benefits, attracting and retaining the best staff for our clients.
• Take advantage of opportunities for personal and professional development, empowering you to advance your career.

Job Summary

The Service Delivery Manager will be responsible for all aspects and members of the Service Delivery team. This position will have oversight over the day-to-day activities of the team as well as provide high-technical assistance as needed. The SDM may perform technical tasks, such as troubleshooting technical issues, and may perform administrative tasks, such as managing team performance and checking the quality of inventory. The Service Delivery Manager will supervise a team of engineers and own SOP development for the department. The main task of the SDM includes managing projects, fixing reliability issues, tracking service metrics, managing budgets, and leading the service delivery team.

Job Duties & Responsibilities

• Perform all supervisory duties associated with the service delivery team including employee-related issues
• Manage the service desk team's daily activities, workload, and ticket queue
• Act as a critical member of the swarm team for Critical Incidents as well as the contact for technical root causes and resolution for escalated issues
• Assess support resources and develop methods to increase the productivity of the Service Delivery team
• Maintain awareness of all outstanding customer pre- and post-delivery issues and update status to clients as required
• Interface with all appropriate parties for client issues that cannot be resolved
• Manage the development of the team by fostering growth, both technically and professionally
• Ensure all risks are identified, communicated, and mitigated
• Maintain consistency of all systems through creation, maintenance and enforcement of standards and procedures
• Develop in-depth knowledge of each customer and how our service relates to their business strategy and goals
• Maintain exemplary knowledge of the service catalog and how it relates to customers' needs
• Remain up to date with current and future trends emerging in the industry

Qualifications

• Bachelor's Degree in Computer Science or related field is preferred
• 6-9 years of experience in a closely related position doing MSP technical support/troubleshooting is preferred
• 2+ years' experience leading, mentoring, coaching, training, and monitoring the performance of a team
• Certifications preferred in one of the following: ITIL Foundations, CompTIA A+, Network+, Security +, MSFT 365 Fundamentals (MS-900T01), MS 100: Microsoft 365 Identity and Services, Microsoft Certified Professional (MCP), Microsoft Certified Solutions Associate (MCSA), Microsoft 365 Certified: Enterprise Administrator Expert, Additional ITIL Certifications
• Strategic insight into the market and ability to ideate and translate customer requirements, organizational challenges, and market trends into actionable product strategy
• Success managing a high-performing team in a fast paced, rapidly changing environment
• Understanding of the technical relationships between infrastructure technologies and current applications that are part of the product and service portfolio
• Outstanding track record of consistently meeting/exceeding revenue and corporate objectives
• Nimble business mind with a focus on developing creative solutions
• Ability to manage a diverse team to achieve and surpass key metrics within the department
• Ability to work in a team environment and demonstrate superior leadership, presentation, and planning ability, as well as verbal and written communication skills
• Business acumen; translating business requirements into related solutions
• Flexible and able to remain calm in times of stress while managing multiple priorities at one time
• Active listener with excellent oral and written communication skills, as well as the ability to handle difficult conversations
• Sound problem-solving technique with ability and persistence to generate options and select the best solution
• Ability to build relationships based on trust to enable collaboration and cooperation amongst team members and internal/external stakeholders
• Ability to communicate effectively with customers and various levels of management both verbally and in written form
• Ability to manage multiple projects in a fast-paced environment
• Team player mentality and willingness to share knowledge with others
• Flexible and able to remain calm in times of stress while managing multiple priorities at one time

Logically provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, gender identity, sexual orientation, and other protected classes.