Service Delivery Manager

Job Responsibilities:Responsible for all aspects of day to day delivery for a high quality customer focused Service Desk delivered out of Southfield Michigan and Manila Philippines.Act as Single Point of Contact (SPOC) for all client Delivery concernsProvide leadership, direction and coach/mentor to entire team Implement, monitor and adhere to Stefanini's Best PracticesDesign and Implement process improvements to address any opportunities for improvementManage to Scope of Work and Change of ScopesAssist with new launches or new business as neededAssist with invoicing on a monthly basisWork closely with the Customer Success and Commercial Business Partners to ensure we are exceeding client expectationsAdditional Notes: The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.Skills, Licenses, Knowledge, Education and Training Requirements:Bachelor"s degree or four year equivalent preferredMinimum of 2-3 years" experience working in IT or BPO management roleIn-depth understanding of ITO and BPO industry dynamicsCritical thinking and problem solving skillsHigh tolerance/evolved ability to lead and manage ambiguous and sometimes stressful situations Excellent relationship building skillsSuperior verbal, written, and presentation skillsCollaboration and team leadership abilitiesEffective time and project management skillsITIL Foundations experience a plus (for ITO Service Delivery)Agent focused attendance and schedule adherence management skills are requirements of this positionMinimal travel requires for this role at this time