About this role
The Senior Manager, Service Delivery leads a larger or more complex service delivery team, program, or multi-site scope to ensure a high level of customer access, service quality, and satisfaction. Responsible for execution quality, operational consistency, and effectiveness across own team and related teams, identifying and resolving technical, operational, customer, and team issues. Manages a team of technical employees, supervisors, and/or senior team members. The Senior Manager, Service Delivery is responsible for multiple sites, atypically large campuses, complex customer environments, or high-growth / large revenue-producing markets. The Senior Manager, Service Delivery provides leadership oversight and escalation support for CyrusOne clients and service delivery operations. The Senior Manager ensures customer calls, e-mail requests, monitoring platform alerts, client issues, problem ownership, and change activity are handled timely and professionally. The position also oversees fulfillment of customer requests, including non-complex IT tasks, and ensures work is prioritized, resourced, and executed consistently. The Senior Manager, Service Delivery requires strong management experience, sound judgment, customer focus, and the ability to mentor, develop, and lead the team through broader operational priorities.
Essential Functions:
- Lead team performance and operational efficiency across a larger or more complex service delivery scope; identify and implement process improvements resulting in increased quality of service, consistency, scalability, and customer satisfaction.
- Provide technical and operational direction, develop and implement procedures, and procure tools pertinent to the effective and efficient operation of the service delivery team.
- Monitor programs, procedures, service commitments, and key operating routines to ensure on-time delivery, customer satisfaction, and consistency; lead escalation of concerns and customer satisfaction risks.
- Maintain 24 x 7 service delivery coverage across assigned team, site, or multi-site scope; ensure adequate staffing levels and coverage plans at all times.
- Investigate and resolve customer concerns related to service, timeliness, quality, or operational execution; partner with internal teams to address root causes and prevent recurrence.
- Oversee training, development, coaching, and performance readiness of the service delivery team, including supervisors and/or senior team members as applicable.
- Monitor daily team performance to ensure quality results are being delivered; establish, manage, and improve key performance metrics / dashboards for the team and assigned scope.
- Ensure shipping and receiving operations are secure and operating in an accurate, efficient, and timely manner across assigned scope.
- Provide oversight and escalation support for customer implementation tasks and tasks as defined in the service delivery company product offering; including but not limited to: tape rotations, Ethernet and fiber installs / troubleshooting and testing, cage construction, and shipping and receiving.
- Ensure team knowledge of and compliance with OSHA / safety standards; identify gaps and implement corrective actions as needed.
- Manage costs, resources, and operating efficiency to support profitability of the service delivery product offering.
- Ensure client communications / interactions are professional, timely, and consistent, and that shift turnover is clearly communicated across assigned scope.
- Oversee supply management to ensure timely availability and readiness across assigned team, site, or multi-site scope.
- Maintain and improve up-to-date service delivery procedural manuals / MOPs and SOPs.
- Participate in 24 X 7 X 365 rotation as needed and provide leadership support for escalations or critical service events.
- Build circuits in online database network management tool, perform circuit audits, and assist in special projects as required.
- Work with individual team members and/or supervisors to establish S.M.A.R.T. goals for annual review performance cycles.
- Perform or oversee weekly pay cycle and hourly commits for the team members that reside under the position.
- U.S. Citizenship may be required for this position pursuant to a government contract requirement and/or for security clearance reasons.
Minimum Requirements:
- Vendor management experience, including ability to manage vendor performance and service expectations across assigned scope.
- Demonstrated ability to lead teams in providing the highest levels of customer service.
- Strong leadership presence with a customer-focused, accountable, and professional approach.
- Excellent oral and written communication skills, including the ability to communicate effectively with customers, employees, leaders, vendors, and cross-functional partners.
- Excellent problem-solving, judgment, and decision-making skills, including ability to resolve customer escalations and operational issues with limited direction.
- Ability to develop, document, improve, and scale procedures and train other personnel.
- Must be able to work with people at all levels internally and within the team environment.
- Ability to manage multiple priorities, projects, customer needs, and shifting workloads in a fast-paced environment.
- Knowledge of Visio, AutoCAD a plus.
- Strong computer skills and working knowledge of Microsoft Products: Excel, Word, PowerPoint, Outlook and SharePoint.
- Willingness to adjust hours as required by the business to include being onsite for extended hours during emergency situations such as hurricanes, customer escalations, or critical service events.
- Previous experience managing a larger, non-localized, multi-site, or more complex technical team; experience leading supervisors and/or senior team members preferred.
- Ability to manage multiple sites within driving distance of each other on a same-day travel basis.
- Ability to train members of the team, build technical capability, and bring team members up to speed with technical details as quickly as possible.
- Strong ability to consult customers on new implementation stages within their environment and partner with internal teams to support service readiness.
- Prior experience demonstrated within Service Delivery Technician I, II, or III levels is a plus.
Experience/Skills:
- 8+ years customer service, service delivery, data center, or technical operations experience in a customer-centric company and/or 10+ years technical experience in a customer-centric environment.
- Prior people leadership experience required; multi-site, supervisor leadership, or complex customer environment experience preferred.
Education:
- Minimum education requirement of High-School diploma or GED equivalent.
- College degree preferred but will consider applicants with equivalent work-related experience
Work Environment and Physical Demands:
- May involve lifting of equipment and supplies (up to 50 pounds).
- Considerable walking, bending and standing.
- Must be able to accomplish all physical requirements and activities applicable to the role.
Certifications:
- None
CyrusOne is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, or other legally protected status.
CyrusOne provides reasonable accommodation for qualified individuals with disabilities in accordance with the Americans with Disabilities Act (ADA) and any other state or local laws. We will respond to requests for reasonable accommodations to assist you in applying for positions at CyrusOne, or to submit a resume.
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