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Posted: 01/23/2024 Industry: Professional Non-Technical Job Number: 38193 Work Location:

Job Description

Are you an experienced Senior Service Delivery Manager? If so, let’s talk!

Our client is actively seeking a talented Senior Service Delivery Manager located in the Plano, TX area. This is a 1-year contract opportunity with the possibility for extension.

This is a hybrid position with 4 days required onsite per week.

Job Overview:

We are looking for an experienced Service Delivery Manager based in Dallas/Plano Texas, to support our work at one of our major clients based in the area. Our client is a full lifecycle business transformation and delivery assurance consultancy, and our service portfolio is designed to adapt across industries and address our client’s specific challenges with business/IT alignment and increasing business complexity. We provide strategic guidance and hands on support in the areas of Sourcing & Vendor Management, IT Delivery and Operations, Program & Project Management, as well as Strategy, Transformation, and Implementation services.

Role Summary:

Provide hands-on leadership to the delivery team and be the primary interface for Client’s IT leadership team while managing key supplier(s) and major contracts.
Works with Client to manage strategic direction for supplier and service delivery goals & objectives
Primary responsibility for managing in-scope Client & Supplier vendor relationships
Ensures vendors are performing to set standards, and adhering to Client policies
Reviews and analyzes supplier contractual financial and value objectives
Provides direction/input on key IT service delivery strategy
Resolves escalated issues and/or disputes
Responsible for the overall management and oversight of the in-scope supplier(s) from a contracting, change management and delivery perspective
Works closely with IT leadership and Vendor Management, Product Owners and other Client counterparts, as necessary, to ensure efficient and effective execution of the agreements and successful delivery / operations of all in scope IT services.
The Service Delivery Manager will be the key POC between our Client, the Supplier, and one of our clients. The SDM, with the support of Client and Supplier teams, is tasked with managing and optimizing major ~$50-60M annually managed service program.

Role Responsibilities:

Performance Focus

Support Teams to define critical measures overall & for individual Initiatives
Monitor & track established SLAs, KPIs, deliverables & milestones
Monitor Vendor & Client compliance with the service obligations of the agreement
Work with team members & suppliers to address performance issues
Analyze & recommend improvements to performance measurements based upon data & circumstances
Working with Client and Supplier Teams:
Service quality and vendor performance management
Deliverables and obligations management
SLA/KPI management
Utilization and Capacity Management thru ticket and workload analysis
Process Standardization and Improvement
Service innovation management
Dashboard and Reporting
Design action plans for supplier improvements
Tracking & reporting against action plans
Publishes & distributes reports on supplier performance
Works with teams to drive innovation and automation objectives, as aligned to Client and Supplier plans.
Works with team members on regular supplier governance meetings, e.g., monthly/QBRs

Resource & Budget/Finance focus

Works with stakeholder to understand budget at a Product (or project/service) level
Works to ensure scoping documents with vendors align to budget, contract changes are documented and executed, and internal client teams are aligned on spend/budgets
Support teams to define critical measures overall & for individual Initiatives
With team, review supplier invoices for accuracy on rates, milestones & other charges
Conduct financial planning for future activities
Responsible for tracking supplier resources and analyzing utilization and capacity
Responsible for ensuring supplier compliance with resource rates

Requirements:

8-10+ years of experience in Service Delivery Management and managing projects and project teams.
Strong experience in:
- Service Management: Understanding of service management principles, frameworks (such as ITIL), and best practices to ensure the efficient and effective delivery of services. This includes incident management, problem management, change management, and service level management.
- Client Relationship Management: Strong interpersonal and communication skills to build and maintain relationships with clients and other internal and external teams. Should be able to understand client requirements, manage expectations, and ensure client satisfaction throughout the service delivery process.
- Leadership/Teamwork: Should possess leadership qualities to guide and motivate their team members. This includes the ability to delegate tasks, provide clear directions, and inspire collaboration and teamwork.
- Project Management: As you will oversee multiple projects or initiatives, should have strong project management skills to plan, organize, and coordinate resources, timelines, and deliverables.
- Problem-Solving: Should be adept at analyzing complex situations, identifying problems, and proposing effective solutions. They should have the ability to think critically and make decisions quickly to address service-related challenges.
- Financial Management: Should have knowledge of budgeting and cost management.
- Technical Knowledge: Should have a good understanding of IT systems, infrastructure, and emerging technologies.
Proven ability to communicate and ‘translate’ effectively across multiple groups to ensure all parties are aligned and expectations met.
Strong organizational skills, ability to work independently and manage multiple projects simultaneously
Experience in client support and advisory technical role (Solution architect, system administrator, technical account manager or equivalent).

Job Requisition # 38193
#LI-LA1

A reasonable estimate of the pay range for this role is $70.00 - $95.00 per hour.

The disclosed pay range estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled. The compensation decisions are dependent on the facts and circumstances of each case, such as skills and experience levels.

Meet APC
Company – Staffing – 501 – 1000 employees

APC believes that the workplace should be fun and enjoyable. Join our team today and ignite your career!

APC is a professional services organization focused on engaging people and positively impacting lives. As professionals serving professionals, we take pride in providing our employees with the highest level of customer service and support, creating meaningful, fulfilling and rewarding experiences every day.
APC is committed to creating a diverse work environment and is proud to be an equal opportunity employer. All qualified individuals will receive consideration for employment without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, disability, genetics, or veteran status.

Meet Your Recruiter

Lisa Paolini

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About Plano, TX

Looking for exciting job opportunities in the Plano, Texas area? Discover your next career move in this vibrant city nestled in the heart of the Lone Star State. Plano offers a perfect blend of urban conveniences and natural beauty, with a booming economy and a welcoming community. With renowned companies calling Plano home, including Toyota and Liberty Mutual, endless growth opportunities await. Explore the thriving arts scene at the ArtCentre of Plano, catch a live performance at the Courtyard Theater, or indulge in the unique flavors of Tex-Mex cuisine at local eateries. With easy access to parks like Arbor Hills Nature Preserve and exciting attractions like Legacy West, Plano gives you a perfect work-life balance. Join us in Plano and unlock a world of possibilities for your career!

APC is committed to creating a diverse work environment and is proud to be an equal opportunity employer. All qualified individuals will receive consideration for employment without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, disability, genetics, or veteran status. **California Consumer Protection Act