Job Description

Xtel is seeking a highly skilled and motivated Service Delivery Manager to join our dynamic team at Xtel Communications, a leading Telecommunications and Managed Service provider. As the Service Delivery Manager, you will play a critical role in ensuring the successful delivery of services to our esteemed clients. Your primary responsibility will be to manage a team of Project Managers and Field Technicians, providing leadership, guidance, and support to drive efficient and effective service delivery.

Principal Duties and Essential Responsibilities:

Team Management:

• Lead and mentor a team of Project Managers and Field Technicians, fostering a collaborative and high-performing environment.
• Provide clear direction and set performance goals to ensure the team consistently meets and exceeds client expectations.
• Conduct regular performance evaluations, identify skill gaps, and implement training and development plans to enhance the team's capabilities.

Service Delivery Oversight:

• Collaborate with cross-functional teams, including Sales, Operations, and Provisioning, to ensure seamless end-to-end service delivery. 
• Oversee the execution of client projects, ensuring adherence to established timelines, budgets, and quality standards. 
• Monitor project progress and identify potential risks, taking proactive measures to address any issues that may arise. 
• Oversee allocation of projects to Project Managers based on availability, workload, multitasking, switchover-time loss, and learning effect for a project. 
• Assist in managing the field service schedule for a team of field technicians. 
• Develop and manage relationships with third-party service providers to facilitate successful and scalable field services. 

Client Relationship Management:

• Act as the Escalation point of contact for high-profile clients during Project Delivery, understanding their unique requirements and ensuring their satisfaction with the deployment of the services.
• Regularly engage with clients to gather feedback, understand their evolving needs, and identify opportunities to enhance service offerings during the Project deployment lifecycle.

Process Improvement:

• Continuously assess and optimize service delivery processes, identifing areas to implement Articial Intelligence (AI) into workflows. Oversee and update "best practices" to enhance client satisfaction and "book to bill" metrics.
• Collaborate with the Operations team to develop and implement standardized project management methodologies. 
• Build templates for project deployments taking into consideration planner effort and time-tracking capabilities. 

Reporting and Analysis:

• Create and present regular performance reports to senior management, highlighting key metrics, achievements, and areas for improvement.
• Analyze service delivery data to identify trends, patterns, and areas of concern, proposing and implementing corrective actions as necessary.

Requirements:

• Bachelor’s degree in business administration, Information Technology, or a related field or equivalent work experience.
• Proven experience (5 years or higher) in managing service delivery for a Service Provide (CLEC, MSP, MSSP).
• Multiple years of experience with delivering Cybersecuirty, Managed Security, UCaaS and Internet services.
• Strong exposure to AI, including LLMs and AI based applications.
• Strong leadership and employee management skills, with a track record of effectively leading and motivating teams.
• Excellent communication and interpersonal skills, with the ability to communicate technical concepts to both technical and non-technical stakeholders.
• Exceptional problem-solving and decision-making abilities, with a strategic mindset. Strong client relationship management skills and a customer-centric approach.
• Familiarity with ITIL and other relevant industry frameworks is a plus.
• Relevant certifications such as PMP, ITIL, or Agile are desirable.
• Familiarity with Inspire Planner is a plus.
• Experience working with, or managing directly, Field Technicians for service delivery and trouble ticket resolution.
• Multiple years of experience with a Project Management Tool and Salesforce and/or another CRM tool.
• Proficiency in using Microsoft Office (Word, Excel, Visio) effectively.

Join us at Xtel Communications, where innovation, teamwork, and client satisfaction are at the core of what we do. As the Service Delivery Manager, you will play a pivotal role in shaping our clients' experiences and driving the success of our organization. If you are a passionate and results-driven professional, eager to lead a team and deliver exceptional services to our clients, we invite you to apply and be a part of our growing success story.

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