IT Service Delivery Manager
On-siteSouthfield, Michigan, United States
Job Summary
Manage daily Service Desk delivery and act as the Single Point of Contact for clients. Provide leadership, coaching, and mentoring to direct reports while ensuring contractual deliverables, Scope of Work, and job task documentation are met. Monitor queues to balance workload, approve vacation requests within one business day, and drive continuous improvement. Host weekly client and team meetings, verify billing codes on timesheets, and assign monthly training courses to develop employee skills. Review budgets, complete monthly billing, and conduct annual performance evaluations. Gather requirements for special projects outside the scope and manage hiring, disciplining, and entry/exit procedures for staff.
Required Qualifications
- Bachelor's degree or four year equivalent preferred
- Minimum of 6 years' experience working in management IT role
- Financial Management Experience
- In-depth understanding of IT industry dynamics
- Critical thinking and problem solving skills
- High tolerance/evolved ability to lead and manage ambiguous situations
- Excellent relationship skills
- Superior verbal, written, facility and presentation skills
- Collaboration and team leadership abilities
- Effective time and project management skills
Desired Qualifications
- ITIL Foundations experience a plus
- Experience in retail service desk, field services
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