Service Delivery Manager

Job Summary:
A Service Delivery Manager (SDM) is a trusted technical advisor to Auxis’ customers providing valuable guidance for operations and optimization of their Finance and Accounting environment through quality Service Delivery. The SDM provides the necessary client liaison support, and daily service delivery, to ensure world class outsourcing support for their assigned clients and the FAO practice area. The SDM provides support across all technical platforms, and teams, for all aspects of customer delivery including day-to-day management, quality service delivery, escalations, process improvements, standardization of processes, out-of-scope project opportunity identification and efficient allocation of resources. The SDM maintains a strong relationship with their customers, gaining an understating of their FAO organization and driving continuous service improvement of FAO services.

**Responsibilities**:

- Manage the day-to-day service delivery requests to meet or exceed client expectations.
- Understand daily resource (staff) utilization and organize work to maximize delivery of client service requests
- Generate the different work guidelines for your team, review, analyze and determine the appropriate strategies to prevent, correct or maintain the operation indicators, monitoring of metrics and indicators.
- Works closely with Costa Rica delivery teams to ensure customer requests are satisfied within agreed upon timeline, with high quality and within SLA
- Coordinate regular reviews and updates of SOP documentation with the Account Team to ensure that documentation is current and accurately reflects the current process
- Participate in project discussions ensuring proper scope and allocation of staff to balance day-to-day delivery verses project delivery
- Act as an escalation point for team and client, escalating to Account Directors, and senior management as needed
- Quickly addresses roadblocks that negatively impacts delivery of services or customer satisfaction
- Recommends and implements process improvements to maximize overall account and team efficiencies
- Act as a project manager for small-medium projects
- In collaboration with the operations team, identify, document and present innovative recommendations and/or project opportunities to the Account Director, and customers, for improvements
- Assist in managing the ongoing execution of Auxis’ standard operating procedures at assigned accounts.
- Lead the preparation of budgets and project objectives.
- Profitability analysis of the different services of the company, including budget control
- Beware of the commercial relationship with the client, helping the Managing Director and Key account manager developing commercial strategies, generating greater profitability for the company, the client and its service network.
- Review the costs provided by the economic analysis of projects for the bids (or their modifications), to ensure that there will be no deviations between the budgeted costs and those associated with the implementation of the services.

Skills and Experience:

- 6+ years’ experience as a Supervisor, or Operations Manager, with a minimum of three (3) years in the Outsourcing industry or experience in large complex organizations.
- Degree in Accounting or related field with a major or minor in Business Administration, with an emphasis on Operations
- Fluency in English (strong oral and written communication skills) - 85%+
- Over 5 years in leadership and management positions.
- Experience managing and/or supporting IT Infrastructure cloud platforms (AWS, Google, Azure), and security tools or monitoring systems
- Experience managing infrastructure at satellite locations, and remote site management tools.
- Solid background knowledge of network communications equipment and high level design, windows server roles and functions, and database foundational knowledge.
- Experience working with Desktops, Servers, Virtual Machines, and Tablets.
- Background information in VOIP Services and associated phone hardware.
- Experience working with multiple vendors in a complicated multivendor support environment.
- Experience guiding staff and ticket workflows in a high volume, day-to-day, tactical service request environment
- Knowledge and/or Training on best practices or IT frameworks, such as ITIL v4 (Information Technology Infrastructure Library)
- Experience capturing team performance metrics and presenting to upper management with recommendations on improvement
- Strong project management, staff motivation and coaching, customer relationship skills and used to working under pressure with tight deadlines
- Strong people skills coupled with strong communication skills are essential for this role.
- US Tourist Valid Visa for potential travel to US as required (Project work, operations, training)

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