Service Delivery Manager

Who we are

Cooperative Computing (C|C) is a digital enablement organization enabling organizations to effectively operate in the automated economy. The future of business is in maximizing relationships through the effective use of technology. With our clients, we discover, strategically engineer a digital strategy and enable these strategies through the implementation of best-in-class applications to achieve clients 10x growth.

Our performance culture is built through our team members, working together to help our clients succeed. We inspire growth with our team members in delivering fanatical and passionate client experiences, knowing effective technology is built with and for people.

Our Values:

• Be Fanatical and Passionate Delivering Superior Client Experiences - It’s who we are! Our customers are the center of every idea, process, and decision we create in building sustainable relationships. We over communicate, over deliver & outperform ourselves every time.
• Growth is Contagious - I grow, You grow, We all grow!.
• Be Innovative - Looking at tomorrow today. We live outside our comfort zone; we ask difficult questions of ourselves; we take risks, and we are fearless to experiment and lead the way forward.
• Show Empathy & Be Honest - Every single word spoken, or action performed for our Customers, Team Members, Partners & Stakeholders will be filled with kindness, candor and honesty.
• High Performance - It’s not for everyone - Our culture is our team members. We make the lives of our fellow team members better by first recognizing “I” am a team member first. We measure our progress constantly to be a better version of ourselves with every new day.

Life at CC:

Life at CC is a fusion of ambition, recognition, and lifestyle, where your career takes flight. We champion a high-performance culture with top-tier compensation and flexible working models. With us, enjoy robust benefits, milestone celebrations, and unparalleled learning opportunities. We foster a vibrant community through dynamic team activities. Join CC - embark on a journey where every day is rewarding and growth is a guaranteed promise.

About the Role:

As a Service Delivery Manager at Cooperative Computing, you will be leading a team to provide on-going support and management of delivered solutions while ensuring that technology services are delivered on time and within budget. This involves a wide range of activities, from setting up help desks to coordinating with support teams, monitoring incident response times, and assuring prompt and effective issue resolution.

Mission:

The core mission of the Service Delivery Manager is to maintain end-to-end accountability for customer satisfaction and overall delivery excellence. This role requires regular communication, provision of status updates, and addressing any concerns or issues the client may have. You will work in close collaboration with the Developers, QA, DevOps, SecOps, and Project Management teams to determine necessary activities for successful service delivery. This includes areas of Development, Quality Assurance, DevOps, and SecOps, as well as cooperation with Human Resources to ensure the availability of necessary resources.

Capabilities (Key Behaviors):

The Service Delivery Manager will exhibit the following capabilities:

• A strong understanding of ITSM practices, including Service Strategy, Service Design, Service Transition, Service Operation, and Continual Service Improvement.
• Proven ability to juggle multiple and conflicting priorities in a timely and sensitive way, with full transparency.
• Strong leadership skills, with a track record of holding teams to the highest standards, project discipline, and accountability.
• Strong communication and problem-solving skills for delivering customer satisfaction and overall excellence by identifying opportunities (or issues) and assisting with speedy resolution.
• Understanding the pipeline of demand and working with Resource Planners to ensure an appropriate supply of resources.
• Financial management and reporting skills, and ability to optimize processes.
• ITIL V4 Foundation Certification is required. ITIL strategist Certification would be a plus.
• Experience in working closely with DevOps, Developers, Systems, and Helpdesk teams.
• At least 10+ years of experience working in the IT industry.

Results:

• Ensure the smooth functioning of the clients' IT systems by resolving technical issues promptly and maintaining positive relationships with clients.
• Regularly report to senior management about ongoing projects and provide routine operational analysis.
• Foster the reputation of our service desk as a vital business asset in our clients' eyes.
• Consistently meet client expectations, maintain client satisfaction, and build lasting relationships by providing excellent service delivery.