Manager II, Service Delivery

The Service Delivery Manager manages and sets direction for the desktop team and the customer service center, while meeting service level agreement goals. Ensures that staff has the necessary tools, training, and information needed to provide technical support to end-users of the organization. The service delivery manager may perform technical tasks, such as troubleshooting technical issues, as well as perform administrative tasks, such as managing team performance. The service delivery manager interacts with various levels of the organization, with clear communication and commitment. Relies on extensive experience and judgment to plan and accomplish goals. Performs a variety of tasks, leads and directs the work of others and enforces the policies and procedures to ensure service delivery.