Service Delivery Manager

Location US-OH-Cleveland
Posted Date 1 week ago(3/9/2018 11:49 AM)
Job ID
# Positions
Experience (Years)

Company Overview

MCPc is a technology logistics company that helps clients empower their employees to work from anywhere and on any device through innovative end point computing architectures.


The company’s heritage as a top 100 solution integrator and unique anyplace workspace ideology has positioned it to become a thought leader in the rapidly expanding next generation Internet of Things (IoT) marketplace.


As customers continue to expand their use of connected devices, MCPc will also continue to deploy and develop enhanced services around managing the intelligent device lifecycle in a proactive and efficient fashion. Headquartered in Cleveland and with branch locations across the Midwest, MCPc provides custom solutions for the three biggest issues facing customers today: Logistics, the Secured Client and Workspace Transformation. These three offerings make up the core of the Anyplace Workspace ®, our answer to the Internet of Things and PC-as-a-Service.


MCPc is proud to be an equal opportunity employer, focused on recruiting and retaining top talent at every level. We employ premier associates in the industry who deliver value and support to our growing customer base. In order to ensure MCPc is holding itself to the highest level of security, as a trusted and premier endpoint solutions provider, all new employees must undergo our standard background check and drug screen test for pre-employment purposes.


As a NorthCoast 99 winner for 8 consecutive years, MCPc is consistently recognized as one of Northeast Ohio’s best places to work. MCPc offers a comprehensive benefits package which includes optional Medical, Dental, Vision, Short Term Disability, 401k, Voluntary Life Insurance (for you and your family), Group Accident and Critical Illness Insurances as well as company-paid Life and Long Term Disability Insurances. We also offer Paid Time Off, Paid Holidays, a Wellness Program and other perks to take advantage of through our strategic partnerships!

Position Overview

Service Delivery Manager (SDM) is responsible for managing on-site IT resources and supervisors at various customer locations.  The SDM is a customer focused role, with a high level of consultative type approach with managing resources and also the customer account tied to services provided.

The SDM will guide onsite resources and also provide a high level of communication internally/externally tied to P&L, customer relationships, contract management, technical escalations, employee management, and interactions with management and senior customer personnel on matters requiring coordination across organizational lines. 


Key Tasks and Responsibilities

  • Ongoing customer relationship(s) tied to ongoing review of support provided via dedicated onsite resources.  The customer relationship will bill maintained through: meeting with the customer to review contract obligations, scorecard reviews, strategic planning for resources, understanding over-all customer goals, and working within MCPc to help customer succeed in all of their technology needs.
  • P&L responsibilities are for current and new services provided via Managed Staffing services.  Full knowledge of P&L tied to utilization, costs, customer pricing, and all IT services provided within MCPc’s contract obligations. 
  • Full understanding of subcontractor relationships, management of relationship and resources, and continuous review of services provided via said subcontractors.
  • Creating, updating, improving Scorecards for support services provided via Managed Staffing.  Onsite scorecard reviews with the customer’s contacts which may include Executives, internal MCPc parties, and MCPc executive team will also be part of responsibilities.
  • Full responsibilities for on-site dedicated employees including a technical point of escalation to assist in guidance of issues. Expectations are to define and guide employees and supervisors with appropriate actions plans for soft and technical skills.
  • Responsibilities for identifying and communicating within MCPc new opportunities and working with Executives of Staffing Services to define and win MCPc opportunities specifically tied to dedicated on-site support.
  • Work with senior management to implement goals and metrics for maintaining and expanding customer/partner use of products and services.
  • Develop and maintain documentation and communications related to ‘best practices’ for customer/partner audience.
  • Perform ongoing lead support of customer relationships for assigned customers and all onsite team members.
  • Communicate partner and customer feedback to senior management as necessary.


Key Outcomes of the Position

  • As a Premier provider of Support Services, MCPc strives for the “Center of Excellence” methodology by placing the client first and maintaining the highest level of integrity of Customer Service as core principles
  • Ensure high levels of customer satisfaction of assigned Staffing Service clients
  • Highest level of communication to internal and external customers for assigned customers and for the entire team’s customer base as a whole.


Skills and Attributes Required

  • A terrific positive attitude, self-direction and strong work ethic are required.
  • Strong customer-service orientation with a proven track record working with all levels of an it organization
  • Experience providing customer with consultative IT methodologies and metric reviews
  • Strong understanding of a support team in various customer environments
  • Strong ability to communicate well both verbally and in writing to customers, end users and management
  • Self-motivated and the ability to manage multiple priorities along with a strong work ethic required
  • Strong project and time management skills
  • Attention to detail
  • Professional demeanor
  • Ability to manage confidential and proprietary company information
  • Experience working in a team-oriented, collaborative environment
  • Strong ability to identify and manage service issues
  • Ability to follow strict protocols while maintaining an empathetic approach in assisting the end user
  • Must be a quick learner
  • Ability to travel locally as needed

Experience and Educational Requirement

  • 5 plus years’ experience in technical Managed staffing delivery managing 5+ people
  • 10 plus years providing and delivering technical support and providing technical guidance
  • 2 plus years report designing, presenting and managing with customers at an Enterprise level.
  • 4-Year degree desired
  • 2-4 years’ experience as a technical lead for a customer(s)
  • ConnectWise, Great Plains or other incident management software experience desired

Physical Requirements

The physical requirements of this job include frequent sitting with occasional walking around, carrying light objects, grasping and reaching for things, rare stooping/crouching, clarity of vision, speaking and listening ability.  The ability to drive to and from customer appointments is required.  The mental requirements of this job include general intelligence, motor coordination skills, coordination of hands, eyes and feet, verbal and numerical intelligence.  The workplace environmental conditions are that of a temperature controlled and clean office setting.

This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position.  Employees will be required to follow any other job related instructions and to perform other job related duties requested by their supervisor.


Regular attendance and punctuality are an essential job function of this position.  In addition, the duties of this job need to be performed inside of our offices (unless authorized due to extraordinary circumstances by your manager and Human Resources) for the purpose of interaction and collaboration with colleagues and/or clients as necessary, the ability to adequately supervise the associate, and/or the availability of necessary equipment utilized for regular job functions.  MCPc allows four pre-approved work at home days annually.”


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