Service Delivery Manager

Location: Aurora, IL, United States; onsite work is required, including same-day travel between nearby sites and extended onsite hours during emergencies.

Company

hirify.global operates data center infrastructure and provides services supporting enterprise customers and their technical environments.

What you will do

• Manage service delivery performance, staffing, efficiency, customer satisfaction, and continuous process improvement across multiple sites or large campuses.
• Act as the central point of contact for clients by handling requests, alerts, incidents, problems, changes, and non-complex IT tasks.
• Provide technical direction and maintain procedures, MOPs, SOPs, tools, dashboards, and performance metrics.
• Support customer implementation work, including tape rotations, Ethernet and fiber installation, troubleshooting and testing, cage construction, and shipping and receiving.
• Oversee team training, development, S.M.A.R.T. goals, shift handovers, supply management, and weekly pay-cycle administration.
• Control service delivery costs, maintain OSHA and safety compliance, and participate in a 24×7×365 rotation as needed.

Requirements

• 6+ years of customer service experience in a technology company or 10+ years of technical experience in a customer-centric company.
• Vendor management experience and demonstrated ability to deliver high levels of customer service.
• Experience managing at least five members of a non-localized team and multiple sites within driving distance.
• Strong oral and written communication, problem-solving, decision-making, procedure documentation, training, and customer consulting skills.
• Strong computer skills with Microsoft Excel, Word, PowerPoint, Outlook, and SharePoint.
• High-school diploma or GED equivalent required; a college degree is preferred. The role may require lifting up to 50 pounds and considerable walking, bending, and standing.

Nice to have

• Knowledge of Visio or AutoCAD.
• Previous experience at Service Delivery Technician I, II, or III level.

Culture & Benefits

• Full-time employment with responsibility for a continuously staffed 24×7 service delivery operation.
• Opportunity to mentor technical employees and supervisors and develop team capabilities.
• Work includes customer-facing collaboration across internal teams and client organizations.
• U.S. citizenship may be required for government contract or security clearance reasons.
• Reasonable workplace accommodations are available in accordance with the ADA and applicable state or local laws.