Please note, this role has been posted to build a talent pipeline for our next opening. We may not hire right away, but we will reach out should you fit our next opening.

Rightpoint, a Genpact company, is the digital consultancy with technology at its core. We craft and engineer end-to-end experiences that help our clients succeed at the speed of innovation. Rightpoint serves more than 250 Fortune 1000 companies.

Are you someone who wants to inspire change in the way business is done? Do you want to work with inspired and like-minded professionals? Us too! We take our work very seriously, but we have fun doing it. And we're searching for passionate, hardworking people to join the Rightpoint team.

Our Commitment to You

No matter who you are, where you come from, who you love, what you believe, or what you get excited about, we bring people together to make phenomenal work. That's what makes us Rightpoint!

Rightpoint's Digital Operations (DigOps) Team provides on-going monitoring, support and maintenance for our client's digital platforms with a global team. Code, application, cloud and service desk services are provided to ensure a smooth operation with minimal downtime of our client's mission critical applications and systems.

The Service Delivery Manager (SDM) will be responsible for overseeing the delivery of customer service delivery, metric reporting, incident management and application support for assigned customers. This role will have three focus areas:

• Direct client responsibility to manage the overall relationship as it pertains to the assigned client(s) overall service delivery
• Direct management and leadership responsibility to oversee delivery on assigned customers
• As a hands-on team member that provides direct support for IT Service Management (ITSM) to external customers while serving in an advisory role

This role will be responsible for ensuring that the team provides our clients with proactive support services as well as growing and expanding the current offering. In addition, this team member will help further develop processes and procedures in a manner that ensures the success of the offering, both externally and internally.

Responsibilities

The SDM will be responsible for the continuing development of the delivery and Service Desk capabilities (Team, Process, Tools) to support the assigned Digital Operations Clients. 

• Coordinates training and orientation for new team members joining the client(s) support team (Site Reliability Engineers, Support Engineers, Service desk technicians)
• Coordinates training and orientation for new applications and technology that will be supported by the team
• Gains proficiency in the technologies we support, and teaches the delivery team members the established processes to ensure a consistent execution of delivery
• Provides technical insight for the management, operations, and support of solutions post implementation
• Acts as a technical and management escalation for troubleshooting complex issues
• Responds quickly to support requests and manages these requests in the IT Service Management ticketing system
• Identifies recurring problems, works with the team to identify the root cause, then plans and executes the necessary steps to eliminate possibility of reoccurrences
• Continuous process improvement to meet and exceed our SLAs and gain efficiency
• Assist in the creation of How-to's, FAQs, KBs, Run Books, Check Lists, and other related documentation
• The DigOps team provides 24x7 monitoring and support for our customer leveraging a global team. The SDM will participate as an escalation partner to provide incident management support coverage during non-business hours as required
• Client Management
  • Serve in an advisory role as it relates to IT Service Management
  • Develop lasting relationships with client personnel that foster loyalty
  • Communicate effectively with clients to identify needs and evaluate alternative solutions
  • Continually seek opportunities to increase customer satisfaction and deepen relationships
  • Build a knowledge base of each client's business, organization and objectives
• This is a billable role with utilization targets

Minimum Requirements

• A minimum of 10+ years of relevant IT Service Management or delivery oversight experience in Service Desk, Application, and Infrastructure/Cloud System Support
• A minimum of 4+ years in a supervisory or management role overseeing an IT support team
• A minimum of 2+ years of direct people management
• Deep understanding of ITSM/ITIL and ticketing system(s)
• Deep understanding of monitoring tools
• Ability to oversee troubleshooting of and resolution of application and system issues
• Hands-on knowledge of the Microsoft stack of Technologies
• Hands-on experience with cloud technologies
• Experience with Windows 10, 8/8.1, and Mac OSX operating systems is required
• Exceptional documentation skills and attention to detail for documentation (design documentation, processes/procedures, environment diagrams, etc.) Focus on making yourself and those around you great
• Working knowledge of network security and compliance (encryption, security audit)
• Motivation with an emphasis on team performance
• Eagerness to learn and work outside your technology comfort zone
• Detail-Oriented
• Ability to be self-motivated, and work independently at times
• Exhibit exceptional relationship management skills
• Demonstrated and proven excellent verbal and written communication skills
• Knowledge of sound business practices and a proven track record of anticipating and exceeding customer expectations
• Working knowledge of:
  • Cloud hosting – Microsoft Azure, AWS, O365
  • Web delivered applications – Web Servers, IIS, Web Technologies
  • Infrastructure – Virtualization, Servers, SANs, Windows Server, networking, security concepts

Benefits and Perks at Rightpoint

• Flexible PTO
• Casual and open office environment
• Flexible Work Schedule
• Great insurance coverage and flexible spending accounts (Multiple Options)
• 401k with Company Matching
• Regular Cultural & Social Events including: Volunteering, Game Nights, Cultural and Diversity Spotlights, Happy Hours, Team Outings, Intramural Sports, etc.
• Continuous Training, Certifications, and Learning Opportunities

EEO Statement

Rightpoint, a Genpact Company, is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. We are committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation.