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Manager, Service Delivery
Location:
Boston, MA
Description:
Make an impact at Goodwin , where we partner with our clients to practice law with integrity, ingenuity, agility and ambition. We are in the business of building authentic, long-term relationships with our clients, who are some of the world's most successful and innovative investors, entrepreneurs and disruptors in the life sciences, private equity, real estate, technology and financial industries, and where they converge. Our immersive understanding of these industries - combined with our expertise across high-stakes litigation and dispute resolution, world-class regulatory compliance and advisory services, and complex transactions - sets us apart. Our Global Operations Team - all business professionals of the firm - was named the "Best Business Team" by The American Lawyer .The Service Delivery Manager is responsible for ensuring that services are being seamlessly delivered to users of technology at Goodwin. Through application of ITIL (Information Technology Infrastructure Library) Service Delivery principles, they are in charge of a variety of tasks, such as rectifying reliability issues, monitoring progress, assisting in the development of SLAs, tracking SLAs and KPIs, and managing budgets amongst other responsibilities. A service delivery manager plays a vital role in boosting the user experience by ensuring the smooth delivery of top-notch services that meet and exceed customer demands. What You Will Do: Oversee and manage the daily workflow between the helpdesk vendor and clients, ensuring smooth process delivery and handling escalations effectively from the initial User Support level.Serve as a liaison among User Support, operations, and engineering teams, streamlining ticket escalation, fostering knowledge sharing, and refining processes by developing and enhancing tools.Manage the development, updating, and monitoring of SLAs, OLAs, KPIs, and compliance requirements with the third-party User Support vendor, as well as internal IT service teams.Coordinate advanced tracking and reporting mechanisms for seamless escalation processes, including monitoring negative survey responses, processing improvement submissions, and handling emails to IT leaders, while maintaining records for reporting purposes.Act as the primary point of contact for addressing customer satisfaction concerns, reviewing unsatisfactory engagements, and reporting incidents to the appropriate manager for resolution.Participate in contract negotiations, particularly regarding the User Support third-party vendor, and ensure smooth implementation and maintenance of a department-wide Problem Management process, with a focus on measuring ROI and ticket reduction.Provide comprehensive reporting on reliability, quality, and quantity to IT senior leadership, and ensure the regular flow of tickets while managing aging tickets through defined processes.Facilitate end-user surveys to assess technology needs and manage the Customer Satisfaction Management program within the User Experience Team, which involves deploying surveys, coordinating focus group meetings, and conducting individual interviews to present data to IT leadership regularly.Conceptualize, implement, and manage innovative methods of accessing User Support, such as Chat, Chat Bot, and other cutting-edge technologies, and ensure readiness of support systems for new technology introductions.Develop, implement, and maintain a department-wide Service Transition Process, oversee trend analysis, and ensure high-level management reports are visually focused.Track User Support Analyst performance through ticket reviews and other mechanisms and collaborate with internal IT service managers on implementing quality management reporting, including ticket reviews.Develop a deep understanding of projects to inform service delivery scope and take accountability for meeting customer expectations and driving future demand by analyzing and optimizing third-party and internal service delivery processes. Who You Are: Minimum of Bachelor's degree in computer science, Information Systems, or equivalent field.At least 5 years' experience in delivering IT Service Management (ITSM) and process management through a structured approach, in a corporate environment.Excellent verbal and written communication skills.Proficiency in leading both physical and virtual teams.Experience in dealing with third-party provided services.In-depth knowledge of escalation procedures, incident management, and other disciplines related to service delivery.Mastery of ITIL (Information Technology Infrastructure Library) principles.Ability to manage and prioritize tasks efficiently.Solid resource planning and problem-solving skillsAbility to facilitate cross-functional teams to develop, deliver, operationalize, document, and support solutions.High-energy work ethic, ability to establish vision, drive change and deliver results.Knowledge of developing and managing SLAs, KPIs, and critical success factors (CSFs) for IT Services, processes, operations and work environments.Experience of ITSM software applications and tools, analysis, and reporting.Knowledge of developing and managing continuous improvement programs.#LI - MS1Goodwin Procter LLP is an equal opportunity employer. This means that Goodwin Procter LLP considers applicants for employment, and makes employment decisions without unlawful discrimination on the basis of race, color, gender, gender identity or expression, age, religion, national origin, citizenship status, disability, medical condition, genetic information, marital status, sexual orientation, military or veteran status, or other legally protected status.Please note: Various agencies of the United States government require employers to collect information on applicants and employees. The National Association of Law Placement (NALP) and certain clients request us to keep track of certain aggregate information regarding lawyers. EEO information requested on this application is for purposes of compliance with these recordkeeping and reporting requirements and to determine recruiting and employment patterns. Submission of this information is voluntary and refusal to provide it will not subject you to any adverse treatment.This position is eligible for overtime: NoTarget Salary Range: Boston $97,800 - $146,700 | Los Angeles $97,800 - $146,700 | New York $103,700 - $155,500 | Philadelphia $92,000 - $138,000 | San Francisco $109,600 - $164,400 | Santa Monica $97,800 - $146,700 | Silicon Valley $109,600 - $164,400 | Washington DC $97,800 - $146,700PDN-9bef8b8e-bd76-465e-8462-b92b1827cb26
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More About this Listing: Manager, Service Delivery
Manager, Service Delivery is a Executive Manager Job at Goodwin located in Boston MA. Find other listings like Manager, Service Delivery by searching Oodle for Executive Manager Jobs.
Manager, Service Delivery is a Executive Manager Job at Goodwin located in Boston MA. Find other listings like Manager, Service Delivery by searching Oodle for Executive Manager Jobs.