logo

View all jobs

Service Delivery Manager

Atlanta,, GA

About the Role:

The Service Delivery Manager (SDM) for Application Support is responsible for the end-to-end management of critical application services within the People Experience organization. This role involves overseeing daily support activities, leading the application support team, and ensuring high-quality technical support and customer satisfaction. The SDM collaborates with leadership to develop strategic plans, address issues, and drive continuous improvement, ensuring timely and effective service delivery.

Responsibilities: 

  • Own the scope of work for application support, including planning, organizing, and supervising support activities.
  • Build strong relationships within the support team, driving engagement and collaboration.
  • Collaborate with leadership to develop strategic plans and manage escalations effectively.
  • Continuously measure and report on the performance of the support team, ensuring adherence to SLAs.
  • Train and coach L1 and L2 team members to maintain high levels of customer satisfaction.
  • Identify opportunities to improve support experience and KPI performance.
  • Oversee communication with stakeholders to ensure issues are resolved effectively.
  • Ensure strict adherence to change management and release management processes.
  • Identify and mitigate risks to client systems and services, proactively addressing potential issues before they escalate.
  • Maintain comprehensive documentation of production support procedures, incidents and resolutions, and provide regular reports to stakeholders.

Qualifications:

  • Bachelor’s in Information Technology, Business or a related field preferred
  • 8-10+ years of overall experience within IT Service Delivery and/or People Management within an IT related field supporting enterprise clients
  • 5+ years of IT Management with enterprise clients.
  • 5+ years of experience with Workday HCM/HRM and managing a 24/7 production support environment with global teams.
  • Proven leadership experience in a 24x7 Fortune 500 operation supporting enterprise software and systems.
  • Expertise with end-to-end HR processes and workflows (HRM, compensation, benefits, engagement, talent management, etc.
  • Strong data analysis experience
  • Proficiency in change management and release management
  • Executive communication and Presentation skills
  • Ability to work in an onsite office setting 100% of the time
  • Familiar with end-to-end Customer/IT support processes 
  • Adjusts easily to new or changing circumstances.
  • A collaborative utility player mentality (low ego) with a proactive sense of curiosity
  • Focuses on achieving results that promote business success.
  • Demonstrate proactive and professional communication skills with all stakeholders and partners
  • Maintain a professional, adaptable, and respectful manner
  • Provide high quality service to all users  

Compensation and Benefits:

  • Competitive salary + performance bonus
  • Unlimited paid leave
  • 100% employer - paid healthcare benefits (medical, dental vision)
  • Sick leave accrual
  • 100% paid parental leave - up to 16 weeks
  • $1,200 Learning & development allowance (annually)
  • $1,200 Health & Wellness allowance (annually)
  • Employee referral program
  • 401k match up to 4%
  • 12 paid holidays annually

Share This Job

Powered by