Service Delivery Manager

Service Delivery Manager

We're looking for a Service Delivery Manager to join our team! This role oversees service delivery operations across multiple sites or large campuses in key growth markets, ensuring exceptional customer access and satisfaction. Responsibilities include driving service quality, resolving technical and operational issues, and managing team performance. The Service Delivery Manager serves as the primary point of contact and support for clients, managing all communications. This role is responsible for resolving client issues, logging and managing incidents, and overseeing changes. This position demands strong management experience, a high level of professionalism, and a solid work ethic, while also acting as a mentor and leader within the team.

Responsibilities

Lead and optimize team performance, recommending process improvements to enhance service quality and customer satisfaction

Provide technical guidance, develop procedures, and source tools to support efficient service delivery operations

Monitor programs and procedures to ensure on-time delivery, customer satisfaction and consistency; proactively address risks and escalate issues as needed

Maintain 24 / 7 service coverage with appropriate staffing levels at all times

Investigate and resolve customer concerns about service, timeliness or quality

Oversee training, development, and performance monitoring of the service delivery team

Ensure secure, accurate and efficient shipping and receiving operations

Support customer implementation tasks, including tape rotations, network installs / troubleshooting, cage builds, and logistics

Ensure team knowledge of and compliance to OSHA / safety standards

Manage operational costs to maximize profitability of service delivery offerings

Maintain clear, professional client communication and ensure effective shift handoffs

Oversee supply management to ensure timely availability

Keep service delivery procedures, MOPs, and SOPs up to date

Build and audit circuits in online database network management tool and assist in special projects as required

Set SMART goals with team members for annual reviews

Handle weekly payroll cycles and hourly labor tracking for direct reports

Qualifications

6+ years in customer service within a data center environment and / or 10+ years in technical roles in customer-focused organizations

Proven vendor management experience

Team leadership experience, including managing non localized teams of 5+

Skilled in troubleshooting, documenting procedures, training staff, and collaborating across all organizational levels

Experience managing multiple projects and shifting workloads in a fast-paced environment

Strong customer service mindset with a positive, solutions-driven attitude

Strong ability to consult customers on new implementation stages within their environment

Excellent communication, problem-solving, and decision-making skills

Proficient in Microsoft Office Suite (Excel, Word, PowerPoint, Outlook, SharePoint); knowledge of Visio and AutoCAD is a plus

Ability to manage multiple sites within driving distance of each other on a same day travel basis

Flexible availability, including extended onsite hours during emergencies

Education

Minimum requirement of High-School diploma or GED equivalent. College degree preferred but will consider applicants with equivalent work-related experience.

Work Environment

Work Schedule : Monday - Friday, with flexible availability for emergencies and critical issues

Physical Demands : The position involves significant physical activity, including standing for extended periods, lifting up to 50 pounds, and frequent bending and climbing ladders

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.