Job Description

Job Description

Job Description

Description:

The Service Delivery Manager (SDM) is a hybrid role (remote from home and onsite at client locations)

responsible for proactively managing a specific set of Sparkhound clients’ IT ecosystems. As the primary

escalation point with Sparkhound for the client, the SDM is responsible for ensuring Sparkhound delivers

a best-in-class customer experience and meeting the needs and requirements of the client at a technical

level. In collaboration with the Sparkhound Technology Advisor the SDM helps guide the client’s technical

roadmap assisting with client initiatives, aligning the clients’ with Sparkhound standards, and providing

detailed documentation on the clients’ environment to the Sparkhound team. The SDM is a client facing

position and requires a customer focused individual with the ability to provide excellent customer service

both remotely and in-person. A successful SDM will maintain a polite, friendly, and helpful demeanor at all

times and operate with a sense of urgency.

ACCEPTABLE PERFORMANCE

To accomplish this job successfully, an individual must be able to perform the assigned duties according

to the acceptable standards established for the SDM role. Key aspects of performance include

maintaining high client satisfaction levels, evidenced by positive Client Satisfaction Scores (CSAT),

ensuring service delivery aligns with Service Level Objectives (SLOs) to maintain high compliance rates,

and regularly aligning technology solutions with client business goals. Effective communication,

collaboration with clients and team members, along with accurate and timely documentation and

reporting, are essential. Reasonable accommodations may be made to help enable qualified individuals

with disabilities to perform the essential functions.

ROLE AND RESPONSIBILITIES

• The SDM is to be the primary account representative to assigned clients
• Assist other Sparkhound resources with paths of escalation and resolution when needed
• Complete regularly scheduled meetings with client points of contact and decision makers
• Manage ongoing client IT initiatives and ensure they are in line with technical strategy
• Make pre-scheduled onsite visits to customer sites
• Complete a technical alignment assessment and audit for each client yearly.
• Complete security and system health audits quarterly
• Complete user audit quarterly
• Act as the project liaison between the client and Sparkhound project team
• Act as the internal Sparkhound subject matter expert for client Line of Business application (function, purpose, importance, etc.)
• Work with Sparkhound Technology Advisor to identify needed initiatives, technical deficiencies, and develop client long term technical strategy
• Ensure detailed up to date client documentation is available to all Sparkhound teams including but not limited to user onboarding, user offboarding, new PC provisioning, and clients core services and interdependencies
• Provide client evidence of system restores as part of quarterly business reviews
• Act as the liaison and escalation point between clients and Sparkhound Teams

Education and Experience

• BS Degree (Computer Science, Information Systems, or related field preferred), equivalent work experience may be considered
• 5 to 10 years of relevant experience
• Previous experience working with or for an MSP preferred
• Previous experience with ITSM ticketing system(s)
• IT industry certifications from Microsoft preferred
• ITIL Foundation preferred

Additional Qualifications and Requirements

• Required to travel onsite to clients’ offices or for other business needs up to 15% of the time
• Ability to travel onsite to clients’ offices or for other business needs using personal vehicle
• Ability to work remotely from home
• Ability to advocate for clients IT security and system stability
• Proven knowledge and understanding of information technology systems and strategy, information technology security as well as basic understanding of network administration, server virtualization (VMware), Cisco/Meraki controllers, switches, access points, firewalls, and VoIP phone systems
• Understanding of ITSM and ITIL.
• Understanding of Disaster recovery and business continuity planning, including data backup and verification testing
• Self-motivated with the ability to manage time well
• Strong soft skills; good communication, interpersonal, leadership, problem solving, teamwork, and work ethic.
• Must be comfortable working in a fast-paced environment with the ability to manage shifting priorities
• Ability to remain calm in stressful situations
• Valid driver’s license and reliable transportation
• Legally eligible to work in the US
• Clean background and drug screening

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