Client Delivery Manager (End User Computing)

Client Delivery Manager (End User Computing)

Leads a team of operations / technical services professionals accountable for all aspects of inbound customer service, including multi-platform, multi-software package technical support, problem identification, and resolution.

Executes client service policies, processes, tools, and training for staff to ensure successful execution / fulfillment of client service level agreements and launch of new products and services.

Coordinates, controls, and supervises client service activities to ensure the highest quality of client service.

Provides oversight for inventory control, property management, and disaster recovery programs.

Responsible for all aspects of operations service delivery to include customer satisfaction, people management, facilities management, and operations center financials.

Plans, develops, and directs the quality assurance process and related training to address quality processes and execution.

Establishes and maintains infrastructure standards, including development and enforcement of technology related policies and procedures to ensure appropriate use of information technology in a secure computing environment.

Qualifications

• Diploma, Bachelor's Degree in I.T. or Business Management or equivalent.
• 5+ years’ experience in directly related field managing complex projects and / or operations in high tech industry.
• Demonstrated success in managing complex projects.
• High attention to detail.
• Demonstrated success in customer support and / or field service engineering.
• Demonstrated success leading and participating in cross‑functional teams.
• Ability to communicate both orally and in writing.
• Flexibility and comfort in managing uncertainties.
• Interpersonal skills that enable successful cross‑functional and customer interaction.
• Possess strong work ethic and drive to succeed.
• Good in time management & priorities in juggling multiple projects; consistently meet deadlines.
• Adheres to high standards of professional conduct.

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