Service Delivery Manager

Milestone Technologies is a global IT managed services firm that partners with organizations to scale their technology, infrastructure and services to drive specific business outcomes such as digital transformation, innovation, and operational agility. Milestone is focused on building an employee-first, performance-based culture and for over 25 years, we have a demonstrated history of supporting category-defining enterprise clients that are growing ahead of the market. The company specializes in providing solutions across Application Services and Consulting, Digital Product Engineering, Digital Workplace Services, Private Cloud Services, AI/Automation, and ServiceNow. Milestone culture is built to provide a collaborative, inclusive environment that supports employees and empowers them to reach their full potential.

Our seasoned professionals deliver services based on Milestone's best practices and service delivery framework. By leveraging our vast knowledge base to execute initiatives, we deliver both short-term and long-term value to our clients and apply continuous service improvement to deliver transformational benefits to IT. With Intelligent Automation, Milestone helps businesses further accelerate their IT transformation. The result is a sharper focus on business objectives and a dramatic improvement in employee productivity. Through our key technology partnerships and our people-first approach, Milestone continues to deliver industry-leading innovation to our clients. With more than 3,000 employees serving over 200 companies worldwide, we are following our mission of revolutionizing the way IT is deployed.

The Service Delivery Manager is responsible for leading a high-performing function and running daily operations, helping drive innovation and growth, and facilitating strong partnerships both internally with peers and externally with our client's global DC Logistics teams. The Service Delivery Manager requires a broad skill set including strong relationship management and negotiation skills, people leadership and development, client-facing business acumen, deep curiosity about how things work, and a passion for helping create a world-class service experience for our clients.

How You Will Make an Impact:

* Accountability of operations aligned to SOW and customer business objectives

* Accountability for engagement resources (performance, career path, leveling, and training)

* Process development for delivering services to scope specifications with mechanisms for continuous improvement

* Direct Management responsibility for Regional Operations Managers (ROMs)

* Client's primary point of contact for all service/operations questions, employee-related HR issues, and/or financial inquiries

* Ensure Operations at the Data Centers are exceeding expectations of the SOW and the local client POC

* Identify operational gaps and ensure remedies are put forth for all team deliverables

Service Governance

* Participate in weekly service reviews, team meetings, and provide direction to ROMs

* Responsible for QBRs by partnering with peer SDMs and ROMs to develop the themes and to facilitate the presentation

* Weekly engagement with service stakeholders

* Collaborate with the Service Delivery Executive (SDE) on all financial aspects, understanding and managing client needs

* Knowledgeable of all clauses on the SOW drafted between Milestone and the Client Manager

* Ensure service is meeting or exceeding defined KPI/SLAs and driving improvement in Talent Acquisition

* Driving Operational Improvement Activities across the Service

* Partnering with talent acquisition (TA) and organizational leadership to ensure hires are done efficiently in line with SOW SLAs.

* Ensure that the best talent is put forward and hired organization-wide

Employee Development

* Responsible for career path, training, and employee development plan

* Ensure regular 1:1s with directs across the organization

* Lead the annual performance review of team members

* Partner with HR on corrective action plans/performance improvement plans

What You Will Need to Succeed:

* A bachelor's degree in a Technical or Logistics field is a plus

* A minimum of 5 years of experience in Service Delivery, Operations, Customer Management, or a similar role is required.

* Proficiency in Microsoft Word, Excel, PowerPoint, and Microsoft Outlook (or similar Office productivity/collaboration tool)

* Experience developing and mentoring a diverse team across multiple geographies

* Ability to thrive in a dynamic, fast-paced operational environment

* Strong interpersonal skills enabling you to collaborate with multiple business contacts at various experience levels effectively

* Ability to quickly learn and master new technology

* Strong decision-making ability

* Strong organizational skills with attention to detail and quality

* Excellent written and verbal communication skills

* Possess and can exhibit deep Logistics knowledge

#LI-DA1

Estimated Pay Range: $100100.00 - $125000.00 USD

Exact compensation and offers of employment are dependent on circumstances of each case and will be determined based on job-related knowledge, skills, experience, licenses or certifications, and location.