Service Delivery Manager

Service Delivery Manager

Apiphani is a technology-enabled managed services company dedicated to redefining what it means to support mission-critical enterprise workloads. We're a small but rapidly growing company, which means there's lots of room for growth and learning opportunities abound!

Apiphani is dedicated to creating a diverse and inclusive work environment for all as a fundamental component of our business. Diversity and inclusion are the bedrock of creativity and innovation. Without diversity of experience and thought, we would fail to progress as a company and as a team. Apiphani strives to foster an environment of belonging, where every employee feels respected, valued, and empowered. We embrace the unique experiences, perspective, and cultural background, which only you can bring to the table.

Job Description

The Service Delivery Manager is a key role in Apiphani's growing delivery organization. This person provides service delivery oversight for strategic clients. This role is client facing and works directly with clients as part of their day-to-day activities.

The role tasks include managing service and technical delivery of IT managed services including services like SAP, enterprise applications, Cloud infrastructure, Data and AI; they will serve as the primary customer interface for all delivery components of the technical solution. The Service Delivery Manager builds and maintains strong client relationships and is considered a trusted advisor.

Job Duties

• Provide guidance and oversight of all infrastructure, application, ITSM, and IT services to complex client environments.
• Own the incident, problem, change processes; lead root cause analysis and drive corrective / preventive actions.
• Oversee IT staff, consultants, vendors, and suppliers to exceed with service levels, requirements, and milestones.
• Identify, plan, direct, and coordinate activities of designated projects to ensure project deliverables are accomplished on time and on budget. Examples of project include upgrades, migrations, patching, DR testing.
• Manage coverage plan, ensure delivery stays within contracted entitlements, and oversee onboarding / offboarding and access controls.
• Maintain service risk register and a rolling Service Improvement Plan (SIP) if necessary.
• Builds customer relationships with the clear expectation to deliver follow-on business or identify opportunities within an account. Deals with difficult issues at the customer and finds win-win solutions for both client and Apiphani.
• Coordinate with Client Success Management team to identify emerging needs or growth opportunities.
• Coordinate with internal and external stakeholders to develop roadmaps.
• Report to management and leadership team key metrics, performance indicators, and progress updates regarding projects and clients.
• Maintain knowledge of new and changing technologies, techniques that provide the most competitive business tools that support the client business by attending seminars, conferences, trade shows, and education sessions, research, and educational courses.
• Manage and lead a team. Supervise, train, and mentor team members.
• Drive continual improvement in operations through optimization and automation.

Required Skills

Company Benefits