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
Education and Experience
Additional Qualifications and Requirements
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