• Service Delivery Manager

    Location US-OH-Cleveland
    Posted Date 1 month ago(11/15/2018 2:12 PM)
    Job ID
    # Positions
    Experience (Years)
  • Company Overview

    MCPc, headquartered in Cleveland, Ohio, is a privately-owned, multi-faceted endpoint management company that reaches customers throughout the United States.  In 2019, our ambition is to extend our range to Great Britain and parts of Europe.  Our global scope is enabled through strategic, international partnerships that reflect our own status as among the top one percent of companies of our kind in the world. 


    Unlike many businesses, MCPc resists defining the “size” of our optimal customer and instead focuses on the value a client places on securing its data and the devices information lives on.  Being at the forefront of technology for over 50 years allowed us to foresee how the end-point would become an entry-point for cyber-attack on data and that every company, regardless of size, would be vulnerable.


    That is why, even before “cyber” became a buzzword, we began building a “chain-of-custody” approach to protecting data and devices on a scalable model that serves small-to-midsize-to-enterprise-size organizations.  Today, with the proliferation of cyberattacks, our approach sets us apart. We have become a recognized industry leader for helping organizations mitigate risk, manage compliance and, as a consequence, optimize the total cost of ownership of their technology.  


    To maintain our valued position, we not only invest in employee training and advanced facilities but also in talent development.  We recognize the consequences that short- and long-term shortages in cyber defense experts mean to our business and to our customers. It is no different than a country that spots the barbarian at its gates but does nothing to support an army capable of defending them.  For us, this investment, like our company, is also multi-faceted.  It means investing in education, in youth, in job growth, in conferences, in sustainability, and in economic development on the whole. 

    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



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