Job Details

Service Delivery Manager (Remote in US)

Resultant is an outcomes-focused consulting firm committed to helping clients make technology a strategic asset and use data to guide better decisions. We are problem solvers and industry experts who work alongside clients to help them achieve their mission. We take the time to deeply understand goals and roadblocks to drive toward outcomes that serve organizations, people, and communities.

Originally founded in Indianapolis in 2008, Resultant now employs more than 450 team members who operate remotely and from offices and hubs around the United States.

Job Description

This is a fully remote position and may be performed from anywhere within the United States. The role requires availability during Central Time business hours to ensure alignment with client needs. If you love to solve problems and add value, consider what your typical days might look like.

Primary Responsibilities

• Provide amazing support to a dedicated group of clients, greatly exceeding their experience of what anyone else has ever done for them.
• Work with technical teams to provide service level analysis and facilitate continual improvements in the environment, such as same?day resolution, SLA performance, and customer satisfaction metrics.
• Provide governance to maintain a clients service portfolio, including service catalog, service pipeline, and retired services. Focus on COBIT/ITIL reporting and executive?level conversations.
• Work with technical teams to facilitate knowledge management.
• Work closely with the Director of Service Delivery, Client Success Manager, and Executive Sponsor to ensure all COBIT/ITIL and ITSM related deliverables are met.
• Identify and recommend improvements to existing IT capabilities and define new strategic IT capabilities.
• Perform root?cause analysis for complex problem resolution.
• Account for identifying needs and monitoring progress of deliverables from internal and external service provider teams.
• Ensure operational policies and standards are adhered to.
• Establish and maintain strong business and technical relationships with the project and managed services teams as a point of contact for successful deployment of technology solutions.

Qualifications

• 5 to 8 years of experience in service analysis, delivery, or project management.
• Demonstrated ITIL governance experience.
• Previous management or leadership experience in IT or a related role.
• In?depth knowledge of escalation procedures, incident management, and related service delivery disciplines.
• Experience managing third?party vendors.
• Strong analytical and problem?troubleshooting skills.
• Excellent written and oral communication and customer service skills.
• Ability to explain technical concepts to non?technical audiences.
• Strong organizational and prioritization skills.
• Consulting experience in IT Managed Services preferred.
• Willingness to travel up to 10% as needed.
• Bachelors degree in computer science, engineering, or equivalent work experience.
• Legal authorization to work in the United States without sponsorship.

Additional Information

• Rezzers are humble, hungry, and smart. We solve big problems, serve lots of clients, and are entirely committed to delivering transformative outcomes.
• Rezzers are team players, deeply dedicated to the mission of the organization and to helping everyone around us be successful.
• Resultant compensates well, rewarding performance that delivers positive outcomes for our clients and ensuring incentives are aligned to achieve our goals.
• Resultant leaders work hard, serving as a shining example of great leadership. They are servant leaders, helping their team to be successful in all possible ways.
• We have a great benefits package including unlimited vacation, significant 401k contributions, and several opportunities to develop yourself.
• We pride ourselves in having the best talent in the industry and hope that youre up for the challenge!

What Our Team Members Say About Us

• "I love our true empathy and concern for our clients, it's very rare and appreciated. It is a pleasure to be a part of an organization like Resultant."
• "I learn something new every single day, and I feel like I'm a part of building an organization that has legs. I appreciate that I'm consistently humbled by the talent and caliber of our team."
• "The culture of the company is amazing, and the climate of my team is great. The benefits that employees are offered are better than competitors, and the one?on?one presence that my team lead gives is extremely beneficial to me."

All qualified applicants will receive consideration for employment without regard to age, color, sex, disability, national origin, race, religion, or veteran status.

Equal Opportunity Employer.