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Marco Technologies · 8 hours ago

Service Delivery Manager - After Hours

United States

Contract

Remote

Mid, Senior Level

$67K/yr - $104K/yr

4+ years exp

Marco Technologies is seeking a Service Delivery Manager to oversee IT service delivery teams during third shift operations. The role involves managing a team of technicians, ensuring service delivery aligns with organizational objectives, and driving continuous improvement to enhance client satisfaction.

Cloud Data ServicesDocument ManagementInformation ServicesInformation TechnologySecuritySoftware

H1B Sponsor Likely

Responsibilities

Lead, coach, and develop IT service professionals, fostering a high-performance environment and ensuring team alignment with service goals

Establish, manage, and continuously improve frameworks for service delivery, aligning with organizational goals

Act as the primary client contact for service delivery, managing relationships, addressing needs, and resolving issues promptly to enhance satisfaction

Monitor and analyze performance metrics (KPIs), report on service performance, and identify opportunities for improvement

Oversee ConnectWise service tickets, ensuring timely resolution and alignment with service goals

Conduct performance reviews, set targets, and make compensation decisions to drive team success

Collaborate on resource allocation, staffing, and service project execution while fostering a positive work environment

Work with cross-functional teams to enhance service delivery and project outcomes, ensuring coordination between sales and service teams

Ensure compliance with company policies, maintain accurate service documentation, and provide on-call support

Assist with building strategies for growing and retaining contract customers

Support strategies to improve service gross margin and profits

Act as an escalation point of contact to handle issues and involve direct leadership as needed

Monitor staffing, equipment, and training needs for the division

Engage with other Divisional and Business Unit leaders to ensure business continuity

Collaborate with the leaders to maintain an Installation Center of Excellence experience for employees and clients

Focus on effective coordination between sales and service teams to ensure an exceptional client service experience

Handle escalated client requests and issues to successful resolution

Uphold Marco’s business ethics by ensuring solutions meet clients’ needs

Develop and maintain in-depth knowledge of company products and services, processes, markets, trends, competitors, and clients to maximize efficiency and effectiveness

Support Marco’s commitment to total client satisfaction through active participation in established processes, including prompt research and resolution

Understand, endorse, demonstrate, and teach the Marco mission, philosophy, culture, and policies

Demonstrate leadership by presenting a positive example, establishing high standards, holding employees accountable, and maintaining the highest standards of honesty and integrity

Represent the organization as appropriate in its relationships with major clients, suppliers, competitors, government agencies, professional societies, and similar groups

Manage the required non-traditional work hours to meet job duties and responsibilities

Act in accordance with Marco policies and procedures as set forth in the Employee Handbook

Perform other related duties as assigned

Qualification

IT service management (ITSM)Managing global teamsIncident managementMS technology knowledgeCommunication skillsProblem-solving skillsCost consciousMentoringTeam player

Required

Bachelor's degree and four years of relevant experience or equivalent combination of education and experience

Proven experience in managing teams and delivering IT services in a complex environment

Understanding IT service management (ITSM) frameworks, such as ITIL

Experience managing global teams to support US clients

Experience capturing, documenting, and illustrating complex functional and technical requirements

Proven experience leading all levels of the MIT Service Teams

Excellent communication skills for engaging with people at all organizational levels

Ability to mentor, share knowledge, and educate team members

Strong problem-solving skills with a focus on delivering high-quality service solutions

Extensive knowledge of MS technology and client platforms and proficiency with business collaboration tools

Well-organized, self-directed, and capable of working effectively within a team

Commitment to treating people respectfully, working with integrity, and upholding organizational values

Experience with incident management, service request management, and problem management processes

Excellent communication skills in working with and relating to people at all levels of an organization

Well organized and self-directed while being a team player

Treat people respectfully, work with integrity and ethics, and uphold organizational values

Balance team and individual responsibilities; Exhibit objectivity and openness to others' views; Give and welcome feedback; Contribute to building a positive team spirit; Put the success of the team above own interests; Able to build morale and group commitments to goals and objectives; Support everyone's efforts to succeed

Cost Conscious - Conserve organizational resources

Company

Marco Technologies

Glassdoor4.0

Marco is a technology services company that specializes in hosted/cloud services, managed services, business IT services.

Founded in 1973

Saint Cloud, Minnesota, USA

1001-5000 employees

https://www.marconet.com/

H1B Sponsorship

Marco Technologies has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2025 (1)

2023 (1)