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Manager II, Service Delivery
American Bureau of Shipping (ABS)Service Delivery Manager overseeing desktop team and customer service center for technical support and service delivery. Ensuring high-quality support performance and team efficiency in a dynamic environment.
About the role
Key responsibilities & impact- Ensures the customer service center and desktop personnel are performing their duties to provide high-quality support.
- Monitors and manages desktop support, customer service center, and VIP support functions to ensure optimal service.
- Takes accountability for service delivery performance, meeting customer expectations, and driving future demand.
- Maintains high performance levels for service-related processes and implements improvement activities wherever necessary.
- Takes ownership of critical incidents, coordinates with resolution parties, and establishes effective communication with stakeholders for post-incident reviews.
- Oversees the IMS Change Management process and system and ensures the department adheres to the process.
- Provides accurate and regular reports to management on the performance of the service delivery.
- Identifies system and workflow improvements to enhance the team's efficiency and improve service delivery.
- Ensures that systems, procedures, and methodologies are in place to support outstanding service delivery.
- Interfaces with IMS server, network, application support, and DBA personnel as well as internal and external customers.
- Provide guidance and recommend continuing technical and professional development for subordinate staff members.
Requirements
What you’ll need- At least 7 years of experience in the field or in a related area.
- Extensive knowledge of the service desk and desktop team processes and software toolsets for the monitoring and resolution of service delivery elements.
- Requires a bachelor's degree, or equivalent years of experience, in the area of specialty
Benefits
Comp & perks- medical insurance (PPO and HD)
- dental and vision insurance
- Health Savings Account (HSA)
- Flexible Savings Account (FSA)
- life insurance
- accidental death and dismemberment insurance
- disability leave programs
- parental leave program
- paid holidays
- paid vacation time
- Employee Assistance Plan (EAP)
- 401K plan with a generous company match
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
service deliveryincident managementchange managementworkflow improvementperformance reportingcustomer servicedesktop supportservice desk processestechnical guidanceprocess improvement
Soft Skills
accountabilitycommunicationstakeholder managementleadershipteam efficiencyproblem-solvingcustomer expectation managementownershipcoordinationguidance