Service Delivery Manager - Staffing Industry
East Hartford, CT
United States


Job Description

Customer facing

  • Maintain existing customer relationships with regular meetings
  • Review of current/past capabilities
  • Act as trusted advisor to propose/quote new opportunities
  • Maintain/provide weekly or monthly reporting of SOW usage

Resource facing

  • Resources take day to day direction from SDM
  • Maintain regular 1:1's to review work load and performance

Renew and Maintain existing Support SOWs on yearly, quarterly, ad hoc basis (100+)

  • Track to PO completion, enter in TimeTracker, track usage
  • Ensure resources have capacity to work as issues arise

Quote new Project SOWs as opportunities arise throughout the year (100+)

  • Act as trusted advisor Business Customers to discuss best practices and approach for new work
  • Provide work estimates and project outlines as needed
  • Quote SOWs in SureSource and track to PO completion
  • Enter in TimeTracker, track usage
  • Assign resources to work
  • Manage project as needed
    • Facilitate kick off meetings
    • Gather or help finalize requirements
    • Provide target deliverable dates and regular updates

Hire additional resources as work exceeds current resource capacity or for new opportunities

  • Candidate screening and interviews (including tech screens using current resources)
  • Facilitate onboarding for resource
    • Work with HKA for onboarding docs/tasks
    • Order equipment, assist in log in and initial software requests
    • Team/customer/work introductions

Run and maintain validation processes for 200+ SOWs between Time Tracker and SureSource

  • Run weekly or at minimum before invoice closes to ensure clean invoice uploads

Follow up on invoice approvals in SureSource

Asset tracking

  • Maintain list of all assets and balance with monthly invoice
  • Address discrepancies

Time entry reminders for invoice cut-off's or holidays

Maintain Work Step Instructions/Standard Work for support areas

Maintain ServiceNow queues including SLA's and Knowledge Based Articles for support areas

Business reporting support

  • Review, develop/create, and support business financials and other reporting/inquiries as requested (Ex: Resource tracker, Forecast, Headcount, Sales Reporting, etc.)
ContractStaffing Recruiters

Branford CT 06405
United States

Browse Jobs