Manager, Service Delivery Operations (Remote)

DataBank is a leading provider of enterprise-class data center, cloud, and interconnection services, offering customers high availability of data, applications, and infrastructure. DataBank's managed data center services are anchored in world-class facilities. Our customized technology solutions are designed to help customers effectively manage risk, improve technology performance, and allow them to focus on their core business objectives.

DataBank is proud to be an Equal Opportunity Employer. Our work culture at DataBank does not discriminate based on actual or perceived race, creed, color, religion, alienage or national origin, ancestry, citizenship status, age, disability or handicap, sex, marital status, veterans' status, gender, gender identity, gender expression, genetic information, sexual orientation, or any other characteristic protected by applicable federal, state, or local law.

The Manager of Service Delivery Operations serves a critical leadership role within our Managed Services division, reporting directly to the VP of Support Operations. This role is responsible for providing strategic direction, oversight, and day-to-day leadership for the Service Delivery Operations team, including direct management and mentorship of the Project Managers and Coordinators. This individual will ensure consistent alignment with organizational goals and fosters a culture of excellence, collaboration, and continuous improvement.

Key responsibilities involve managing daily operations to meet or exceed established Service Level Objectives (SLOs) and client expectations, streamlining workflows, optimizing processes, and leading strategic projects aimed at enhancing service quality and client satisfaction. Additionally, this role directs engagement with both internal stakeholders and external customers, facilitating open communication and timely delivery of effective customer solutions.

The ideal candidate is a proactive, results-oriented leader who excels in dynamic, fast-paced environments. They will possess strong technical expertise and exceptional communication skills, coupled with a demonstrated track record of successfully developing teams and refining service delivery practices. By promoting task delegation at the appropriate level, the Manager will enhance operational efficiency, build team capability, and consistently drive exceptional customer experiences

Key Responsibilities:

• Oversee Day-to-Day Service Delivery Operations: Ensure consistent, high-quality delivery of services that meet or exceed defined SLOs and client expectations.
• Lead and Develop the Service Delivery Team: Manage, coach, and mentor team members to support professional growth and maintain high engagement and performance.
• Manage Project Related Escalations: Serve as the point of escalation for service delivery issues, coordinating response efforts and communication across teams, leadership and customers.
• Track and Report on Key Performance Indicators (KPIs): Monitor service delivery metrics such as response times, resolution times, customer satisfaction, and team performance.
• Implement and Improve Operational Processes: Identify inefficiencies, propose solutions, and lead efforts to optimize workflows, tools, and documentation. Focus on streamlining and simplifying processes.
• Ensure Compliance with SLOs and Internal Policies: Regularly audit performance against agreements and ensure the team follows best practices and organizational policies. Provide weekly reports on SLO adherence.
• Team Partnership: Partner with DataBank management for the onboarding and handoff of new customers, ensuring a smooth transition with clear expectations and standard deliverables.
• Customer Focused: Ensure customer satisfaction with all Service Delivery projects by standardizing communication cadence, deliverables and customer interactions. Solicit feedback from customers by way of surveys.
• Maintain Accurate Operational Documentation: Ensure SOPs, runbooks, and knowledge bases are kept current and relevant for both team members and stakeholders.
• Drive a Culture of Continuous Improvement: Promote feedback loops, root cause analysis, and lessons learned to constantly evolve service quality and efficiency.
• Cross-Team Collaboration & Strategic Initiatives: Partner with internal departments such as Product, Cloud Operations and Network Operations and Sales to enhance and align support operations with business objectives. Drive initiatives to improve documentation, training, and knowledge sharing while ensuring efficient resource planning and workforce management.

Qualifications:

• Exceptional Communication & Collaboration: Proven ability to communicate effectively across teams and departments, fostering strong, positive relationships and promoting a collaborative work environment built on trust, mutual respect, and ownership.
• Leadership Experience: At least 2 years of management experience in a technical environment, with a demonstrated ability to lead, build, and motivate high-performing teams while earning the trust and respect of team members and colleagues. Takes extreme ownership of team performance and results.
• Change Management: Skilled in driving change and continuous improvement, with a focus on operational efficiency, process optimization, and delivering results in a dynamic setting.
• Customer Service Excellence: Superior customer service skills, adept at engaging with both internal and external stakeholders to ensure a positive and impactful experience for all.
• Effective Written & Verbal Communication: Strong written and verbal communication skills, including experience preparing and presenting detailed documentation of team procedures, best practices, and guidelines.
• Analytical & Detail-Oriented: A detail-focused problem-solver with the ability to analyze complex situations, prioritize tasks, and execute efficiently while meeting deadlines in a fast-paced environment.
• Organizational & Time Management Skills: Highly organized, with the capability to manage multiple priorities simultaneously, ensuring the timely and effective completion of tasks while driving team performance.
• Self-Starter: A proactive leader capable of thriving in a fast-paced, growing environment, taking initiative to contribute to the team's overall success and taking full ownership of team outcomes.
• Collaborative Team Player: A non-political, approachable leader who fosters credibility across functional teams, leads by influence, and effectively collaborates with peers and leadership to achieve organizational goals, while building a culture of trust, respect, and ownership.

Preferred Qualifications (1 or more):

• ITIL Foundation or equivalent certification
• Experience working in a managed services, SaaS, or technical support environment
• Familiarity with process improvement frameworks
• Strong understanding of project management principles (PMP or similar a plus)