Service Delivery Manager (SDM)

US, Sparta or Charlotte, UK (optional)

Status: FTE
Location(s): US, Sparta or Charlotte, UK (optional)
Travel: 5%-10%

Role Description

The SDM is responsible for providing support and excellence in service delivery for all Managed Services clients. The ideal candidate will have a strong understanding of service management principles and practices, project management, as well as ITIL Foundation certification. They will also be technically adept and willing to learn about new technologies.

Responsibilities

  • Manage the day-to-day relationship with customers, ensuring that service levels are met, and SLAs are adhered to.
  • Escalate and resolve customer issues in a timely and efficient manner.
  • Conduct service delivery meetings with clients to ensure contractual obligations are being met.
  • Work with other Service Delivery Managers to develop and implement service improvement plans.
  • Support other Service Delivery Managers in managing the in-house Managed Service team.
  • Liaise with other departments, such as Sales and Project Delivery, to ensure that service delivery is aligned with business requirements.
  • Customer support management of incidents and reporting.
  • Stay up to date with new technologies and trends in service management.

Requirements

  • 1-3 years of experience in a service delivery or IT support role.
  • Strong understanding of service management principles and practices.
  • Technical aptitude and ability to learn new technologies.
  • Proficient in Microsoft applications (i.e., Word, Excel, PowerPoint).
  • Excellent verbal and written communication skills.
  • Excellent customer service skills.
  • Ability to work independently and as part of a team.

Desirable

  • Bachelor’s degree in a related field (e.g., information technology, business administration).
  • ITIL Foundation certification.
  • Experience with managing SLAs and KPIs.
  • Project management skills.

 

Our Story

HighPoint was established in 1996 and has become a leading technology partner for some of the world’s most prominent IT vendors. The name “HighPoint” was selected to pay tribute to the High Point Monument, the highest elevation in the state of New Jersey at 1,803 feet – and is located near the childhood home of the company’s founders, brothers Mike and Tom Mendiburu. HighPoint’s logo features a small triangle inside the “P,” which represents the pyramid atop the obelisk found at the peak of High Point State Park.

HighPoint is known as a leader in technology solutions and is consistently recognized by industry experts as a top performer. HighPoint is featured on CRN’s Solution Provider 500 List, is a recent recipient of the Minority Business Supplier of the Year Award by The New York and New Jersey Minority Supplier Development Council, and is frequently honored by its customers, manufacturers, and suppliers as a distinguished partner.

Our unwavering commitment to our employees’ health, happiness, and success is undoubtedly a differentiator for us – we’re proud of the many contributions our team makes to the communities in which we work, live, and play.

We believe that being honest, living a life with integrity, and earning the trust of those around us are guiding principles that we should all employ.

Fine Print

HighPoint leverages numerous job boards and employment posting services to reach as many candidates as possible to get the word out about available positions.

HighPoint provides equal employment opportunities to all employees and applicants for employment. It prohibits discrimination and harassment of any type regardless of race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by UK law.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.