Service Delivery Supervisor

(Multiple states)

Full Time

Experienced

Expedient is hiring a Service Delivery Supervisor to join the Delivery team.

The Service Delivery Supervisor will act as the primary point of contact for all teams that interact and function together to facilitate service implementation to our clients. The Supervisor will ensure that the team (Project Managers, Systems and Network Engineers and Technicians) has the resources it needs to meet goals and function collaboratively across all markets. This position will report to the Director of Service Delivery and implementation.

Success in this position relies heavily on your communication skills, interpersonal skills, organizational skills and ability to align priorities equally and appropriately across a defined set of resources. You also must be able to quickly learn our sometimes complex technology and solutions.

The Supervisor will have a solid understanding of how our services and solutions are delivered; including physical, network and systems related products. This position will also be responsible for a variety of administrative functions relative to supervising an Agile team (or multiple teams) up to 8 employees including scheduling, assigning job tasks, and recruiting.

Responsibilities:

Manage a cross-functional team of project managers, engineers, and technicians responsible for the implementation, migration, and decommission of client projects in the datacenters
Report on project information (meeting notes, agendas, updates, milestones, plans, and change requests) through Statement of Work, Product Attributes, as built documents, and process of project closure.
Maintaining appropriate levels of staff coverage at all times; managing requests for PTO, holiday coverage, and timesheets
Support the Project Managers in their pursuit of appropriately scoping the functional details and durations of new orders and migrations
Participate in the hiring process by interviewing job candidates (functional and technical) and managing the onboarding of new team members, providing 30/60/90 day plans for new hires and performance reviews
Act as a Point of Contact and owner for high-risk projects, escalations, and priority conflicts and possible overflow to assist the Project Managers
Ensure timely delivery of projects by conducting review meetings, reporting on past due projects, weekly implementation schedules, and monitoring billing forecasts for accuracy
Work with the Service Delivery Director to accurately scope and review any risk prior to accepting expedite requests
Work with Director of Service Delivery and implementation on yearly performance review and development plans and setting specific, measurable, and time related objectives for each team member
Provide weekly status reports and metrics to the Service Delivery team on the progress to meet or exceed planned targets

Experience:

Demonstrated experience and success in leading people
Experience in an Information Technology or related service field
Experience leading and managing cross-functional projects and resources in midsize, enterprise, or service provider industry

Skills:

Demonstrated leadership skills and a desire to coach and mentor members of a team
Strong analytical and independent problem-solving skills, with an attention to quality assurance
Ability to effectively partner with individuals and teams across the organization from all business areas
Excellent written and verbal communication skills
Ability to remain organized with an attention to detail in a fast-paced environment.
Strong customer service acumen, including handling escalations
Must be self-directed and able to proactively identify potential problems and resolve conflicts as they arise
Flexibility to be on call for occasional night and weekend implementation project requirements
Flexibility to travel no more than approximately 10% of the time

The salary range for this position is an estimate only. Based on the competitive job market, estimated annual salary range is $95k to $120k; However, final compensation numbers will be based directly on your experience and the skills you bring to the role.

WORKING FOR EXPEDIENT
We prioritize ongoing education and continuous innovation to remain at the forefront of the information technology landscape. Our commitment to learning is reflected in our comprehensive employee training and tuition reimbursement programs, which are driven by our employees and funded by Expedient 100%.

For our full-time employees we offer an exceptional benefits package including three weeks of paid time off annually that increases with tenure plus your birthday off and a health holiday to be used for preventive care. We offer parental leave, top-tier medical, dental, and vision, disability and life insurance, at an affordable rate, wellness engagement opportunities, and a 401(k) with a generous match.

We also recognize the importance of a comfortable and convenient work environment. We offer a hybrid work model for many roles, paid parking and other perks.

Expedient is an equal opportunity employer. Qualified applicants will receive fair and equitable consideration for employment without regard to their race, color, religion, national origin, gender, protected veteran status, disability, or any other characteristic protected by law.

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