Service Delivery Manager

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Job description

Overview:
GDC IT Solutions is currently seeking a Service Delivery Manager in the Chambersburg, PA .

Position Overview:
Position Overview:

We are seeking an IT Service Delivery Manager to oversee our technical team and ensure the effective delivery of IT services. This role involves strong leadership, with a focus on training and supporting technicians in customer service practices. You will manage project timelines, optimize ticket handling, and ensure that the team operates efficiently. Additionally, you will engage directly with customers to assess their satisfaction and address any concerns. Your goal will be to maintain high service standards and foster positive relationships with our clients.

Responsibilities:
Provide strong leadership to a team of IT professionals, fostering a culture of collaboration and accountability.

Drive execution of service delivery processes and ensure adherence to best practices.

Actively engage with customers to assess satisfaction levels and gather feedback on services provided.

Develop strategies to enhance customer service quality and address any issues proactively

Train and mentor technical staff in customer service best practices and effective communication techniques.

Lead by example to promote a customer-centric approach within the team.

Oversee project timelines, ensuring efficient ticket management and resource allocation.

Collaborate with the team to identify areas for process improvement and implement solutions.

Monitor service delivery metrics and KPIs, making adjustments as necessary to meet service level agreements (SLAs).

Conduct regular check-ins with customers and internal teams to ensure alignment and satisfaction.

Serve as the primary point of contact for escalated service issues, ensuring timely resolution.

Report on service delivery performance and customer satisfaction to senior management.

Minimum Qualifications:
Bachelor's degree in Information Technology, Computer Science, or a related field.

5+ years of experience in IT service delivery or management, with a focus on customer service.

Proven leadership skills with a track record of managing and developing technical teams.

Strong project management abilities, including proficiency in ticketing systems and project management tools.

Excellent communication and interpersonal skills, with a strong emphasis on customer engagement.

ITIL certification or similar service management framework is a plus.

What We Do:
What We Do:

Working for GDC means you will be at the forefront of the technological world. We are a full-service staffing and Information Technology service company striving to make a difference in our communities by finding, developing, and deploying solutions.

Why Work for GDC?

Cutting Edge Technology and Innovation

Career Growth Opportunities

Employee-Centric Environment

Comprehensive Benefits Package

Vacation and Vacation

Equal Opportunity Workplace:

GDC is an equal opportunity employer and welcomes applicants from all diverse backgrounds to apply. Our goal as an organization is to empower our teams to achieve their personal best and foster their professional growth regardless of race, ancestry, religion, sex, gender, national origin, sexual orientation, age, citizenship, marital status, physical ability or disability, or veteran status.

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and complete the required employment eligibility verification forms upon hire.

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