Service Delivery Manager US

United States | Service Delivery Manager US

SERVICE DELIVERY MANAGER

ONE TEAM ONE DREAM

At Insentra, we want innovators to join us no matter their time zone. We are one global team working towards the goal of becoming the #1 Channel Services Partner in the world. We Dare to be Different and celebrate those differences every day. We are a flexible workplace looking for passion and innovation in our crew. At Insentra, we are here to support your career growth and challenge you to be the best version of yourself because together, we are many, and we can achieve anything we set our minds to.

HITACES

At Insentra we believe in a core set of values that define our work and our company culture. We define these values by being the best versions of ourselves and loving the work we do. We create an outstanding work environment for our crew, partners, and clients. We live our values and love to #HIT ACES: Honesty, Integrity, Trust, Accountability, Celebration, Efficiency and Service Excellence. The core of everything we do is ONE TEAM ONE DREAM. The heart of our culture is created by our Crew.

INSENTRA CREW

As we work to become the #1 Channel Services Partner in the world, we also work to care for our Insentra Crew’s professional and personal growth and well-being.

  • Insentra crew support and career-development resources and certifications to expand your skills and enhance your expertise along your career journey.
  • A diverse and inclusive community of belonging. We empower you to bring your unique ideas to the table and act.
  • Generous crew benefits: including health, financial, work/life balance, paid time off, and competitive compensation packages.

We value diversity — in backgrounds and in experiences. Technology and innovation are universal drivers, and we need people from all backgrounds to help reach our goals. Insentra’s crew are empathetic, caring, and supportive. We are deliberate and self-reflective about the kind of crew and culture that we are building, seeking innovators who are not only strong in their own aptitudes but care deeply about supporting each other’s growth.

From Insentra’s inception, Diversity & Inclusion have always been key to our success. We are an Equal Opportunity Employer, and our crew are people with different strengths, experiences, and backgrounds, who share a passion for improving the status quo. Diversity not only includes race and gender identity, but also age, disability status, veteran status, sexual orientation, religion, and many other parts of one’s identity. All our crew’s points of view are key to our success, and inclusion is everyone’s responsibility.

FLEXIBILITY

We are a remote first workplace where flexibility is key to our success. That flexibility includes recognizing the importance of living life outside of your job. We believe that innovation can happen anywhere, and our flexible work environment means that you choose where you work. We trust our crew to be accountable for their work and set their own schedules. We collaborate and celebrate cross time zones because no matter your geographic location, your success is Insentra success.

WHAT WE’RE LOOKING FOR

Our Managed Services Team is fast paced, nimble and stands for excellence. As such, you will be a vital part of the team. This role is for someone who loves variety and is passionate about growing a career as a world-class SDM.  You will be responsible for working with partners and end clients to understand their requirements and to design and deliver exceptional outcomes for their Managed Service environments. Your main responsibilities include:

  • Own and manage strategic initiatives such as adherence to technology roadmaps, use cases for introduction of new technology and managed services, maintaining Risk Registers and Mitigation plans, and driving Continual Service Improvement plans and initiatives.
  • The Service Delivery Manager (SDM) plays a critical role in the coordination and delivery of operational support to the Client and is seen as an extension of the client’s IT Operations team.
  • “Own” escalations pre-, during, and post incident (including Major Incident management), ensuring regular and timely feedback is provided to the client throughout the lifecycle of the escalation.
  • Coordinate and manage all technical and business conference calls, monthly governance sessions, analysis sessions, and post incident reviews for P1 Escalations’ and between Insentra engineers, 3rd Party Vendor support teams and Client and partner support teams.
  • Work with the internal and customer technical teams to create awareness of risks and gaps in coverage and drive new upsell opportunities.
  • Reporting and analytics

If you have excellent communication skills, an eye for detail and love to deliver exceptional outcomes, we want to meet you. Ultimately, you will ensure our company’s Managed Services #DeliveryExcellence efforts help us achieve our immediate and long-term business goals in the UK, USA and Australia. The Service Delivery Manager reports to the Managed Services Director & works closely with the President Americas.

United States | Service Delivery Manager US

EXPERIENCE & ATTRIBUTES

  • Experienced with contract management, including contract amendments and renewals.
  • Strong analytical skills.
  • Experienced with producing and presenting high quality reports.
  • Knowledge and technical aptitude for Microsoft technologies, Security and Citrix technologies
  • Experience in implementing best practice methodology to drive organizational effectiveness.
  • Experience working with multiple large complex clients and liaising with all levels of the business.
  • Comprehensive working knowledge of ITSM tools
  • Proven ability to manage out of scope tasks and small statement of works projects.
  • Bachelor’s degree or equivalent experience
  • ITIL Foundation (or greater) Certificate
United States | Service Delivery Manager US

We are a Circle Back Initiative Employer meaning we commit to respond to every applicant. Sit tight… you will hear back from us soon.

WHAT YOU’LL LOVE DOING

  • Process improvement: Ensure continuous improvement of Business Processes
  • Governance: Ensure the adherence to an ICT Governance Framework which enforces ICT and operational standards, effective Risk Management, Supporting Policies, and ICT Performance Reporting
  • Relationships Management: Build and maintain strong relationships with Insentra crew, clients, ICT, and external suppliers. Liaise with Executive and Senior Management throughout the business, developing strong productive relationships.
  • Ensure that SLAs are constructed effectively, understood, and adhered to, noting areas of improvement or concern.
  • Optimize the Sales to delivery and post sales service to the client.
  • Own the engagement; Record agendas and minutes of governance meetings and technical investigations.
  • Develop and deliver against a strategic client plan and monthly preparation of client dashboard and presentation back to Insentra Executive Management
  • Focus on driving down Critical Incidents and expediting support to improve MTTR per incident.
  • Highlighting training deficiencies and working with technical leads within Managed Services to remedy
  • Ensure that Client and Vendor information, escalation matrices, and all technology designs and schematics are kept up to date in the Managed Services document repository and disseminated appropriately amongst all relevant support structures.
  • Adhere to the documented Insentra support and escalations process and communicate to all stakeholders.
  • Work in tandem with Insentra support teams and service excellence and practice managers.
  • Own and manage the strategic relationship between the Client and Partner at all times.
  • Champion the Insentra Service Experience in every engagement with the Client and Partner

ABOUT YOU

  • Core alignment with Insentra values #HITACES
    • We live our values and love to #HIT ACES (Honesty, Integrity, Trust, Accountability, Celebration, Efficiency and Service Excellence). The core of everything we do is ONE TEAM ONE DREAM (#OTOD). The heart of our culture is created by our Crew
  • Motivated for success
  • Positive attitude and love to be part of a team
  • Aptitude to learn and drive to build a career at Insentra
  • Strong analytical problem solving and interpersonal skills and the ability to perform under pressure
  • Can work with a team to build a process, not just follow one
  • Ability to handle multiple engagements simultaneously
  • Strong verbal and written communication skills
  • Hard-working, motivated, proactive, and enthusiastic
  • Self-starter able to complete tasks with minimal instruction and supervision
  • Understands that 9-5 isn’t always normal, and willing to go the extra mile!
  • Relative certifications and experience are a plus
United States | Service Delivery Manager US
United States | Service Delivery Manager US

ACCOUNTABILITIES & MEASURES

We believe you are responsible for your role and as such we invite you to develop your Objectives and Key Results (OKRs) as part of your interview process.

LOCATION

Remote, United States.

WHY INSENTRA IS THE PLACE FOR YOU

Although we expect a lot, we also invest a lot. Aside from being awarded as one of the top 10 IT companies to work for in Australia (2016-2020) and all the standard crew benefits, such as access to top training partners, phone bills paid and team activities, we also have a few other perks you might want to know about:

  • Output not input. Although we’re not 9-5, we are flexible with how you work. We love supporting our crew to enjoy life and family and we know this sometimes happens during work hours. We believe as long as you are achieving your targets then why not set your day up in a way which lets you have it all
  • Own your own career. We love creating rock stars and are here to support you in achieving your career aspirations. We believe in partnering with you to set longer term career goals and removing the roadblocks which get in the way.
  • Honesty, Integrity and Trust. If these values sound like you – you’re in good company at Insentra! We always act with these three top of mind.
  • No Bull. No politics, no working around someone, just a team who love working with one another being their honest selves.
  • Celebration is one of our core values. We prioritise celebrating big and small wins in teams and sharing with the entire company!
  • No boring weeks! We love to face a new challenge and at Insentra no two days are the same. Your manager and team will help you tackle each new challenge too.

Want to read more? Check out the Insentra Train Story here

United States | Service Delivery Manager US

Dare to be Different!

Looking, but not available?

We’re always on the lookout for talented, driven people. If you’re not available right now but you’re interested in a position at Insentra, get in touch to arrange a confidential discussion. If you’re a little unsure, our Train Story will clarify the underlying principles which make us such a supportive place to work.

If you’re waiting for a sign, this is it.

We’re a certified amazing place to work, with an incredible team and fascinating projects – and we’re ready for you to join us! Go through our simple application process. Once you’re done, we will be in touch shortly!

Who is Insentra?

Imagine a business which exists to help IT Partners & Vendors grow and thrive.

Insentra is a 100% channel business. This means we provide a range of Advisory, Professional and Managed IT services exclusively for and through our Partners.

Our #PartnerObsessed business model achieves powerful results for our Partners and their Clients with our crew’s deep expertise and specialised knowledge.

We love what we do and are driven by a relentless determination to deliver exceptional service excellence.

United States | Service Delivery Manager US

Insentra ISO 27001:2013 Certification

SYDNEY, WEDNESDAY 20TH APRIL 2022 – We are proud to announce that Insentra has achieved the  ISO 27001 Certification.