Job Description

To help continue our rapid growth and solve our client’s toughest problems, we need a Technology Service Delivery Manager to join our Managed Services Team.

This is a fully remote position and may be performed from anywhere within the United States. The role requires availability during Central Time business hours to ensure alignment with client needs.

If you love to solve problems and add value, please consider what your typical days might look like…

Primary Responsibilities:

• Provide amazing support to a dedicated group of clients, greatly exceeding their experience of what anyone else has ever done for them.
• Work with technical teams to provide service level analysis and facilitate continual improvements in the environment, such as improvements to same-day resolution, SLA performance, and customer satisfaction metrics.
• Provide governance to maintain a client’s service portfolio, including service catalog, service pipeline, and retired services. This role is focused on COBIT/ITIL reporting and executive level conversations around this reporting.
• Work with technical teams to facilitate knowledge management.
• Work closely with Director of Service Delivery, Client Success Manager, and Executive Sponsor to make sure all COBIT/ITIL and ITSM related deliverables are met.
• Understand and provide recommendations, identifying improvements to existing IT capabilities, and defining new strategic IT capabilities.
• Performing successful root cause analysis for complex problem resolution.
• Accountable for identifying needs and monitoring the progress of deliverables from internal and external service provider teams.
• Responsible for understanding, communicating, and ensuring operational policies and standards are adhered to.
• It is critical that this role establish and maintain strong business and technical relationships with the project and managed services teams and be a point of contact for the successful deployment of technology solutions for the client’s IT organization.

Qualifications

• 5 to 8 years of previous service analyst, delivery, or project management experience.
• Demonstrated experience with ITIL governance is required.
• Previous management or leadership experience in IT or a related role.
• In-depth knowledge of escalation procedures, incident management, and other disciplines related to service delivery.
• Experience in managing third-party vendors.
• Strong analytical skills and a demonstrated ability to troubleshoot problems.
• Excellent communication and customer service skills, both written and oral.
• Ability to explain just about anything technical to anyone, regardless of their background.
• Ability to prioritize tasks effectively and have strong organizational skills.
• Consulting experience in IT Managed Services is preferred.
• Willingness to travel up to 10% as needed.
• Bachelor’s degree in computer science, engineering, or equivalent work experience.
• Must be legally authorized to work in the United States for any employer without sponsorship.

Additional Information

What you should know about Resultant:

• Rezzers are humble, hungry, and smart. We solve big problems, serve lots of clients, and are entirely committed to delivering transformative outcomes.
• Rezzers are team players, deeply dedicated to the mission of the organization and to helping everyone around us be successful.
• Resultant compensates well, rewarding performance that delivers positive outcomes for our clients and ensuring incentives are aligned to achieve our goals.
• Resultant leaders work hard, serving as a shining example of what it means to be a great Rezzer. They are servant leaders, helping their team to be successful in all possible ways.
• We have a great benefits package including unlimited vacation, significant 401k contributions, and several opportunities to develop yourself.
• We pride ourselves in having the best talent in the industry and hope that you’re up for the challenge!

What our team members say about us…

• “I love our true empathy and concern for our clients, it's very rare and appreciated. It is a pleasure to be a part of an organization like Resultant.”
• “I learn something new every single day, and I feel like I'm a part of building an organization that has legs. I appreciate that I'm consistently humbled by the talent and caliber of our team.”
• “The culture of the company is amazing, and the climate of my team is great. The benefits that employees are offered are better than competitors, and the one-on-one presence that my team lead gives is extremely beneficial to me.”

All qualified applicants will receive consideration for employment without regard to age, color, sex, disability, national origin, race, religion, or veteran status.

Equal Opportunity Employer