Milestone Technologies, Inc.

  • Service Delivery Manager

    Job ID
    # of Openings
    Hire Type
    Regular Full-Time
    Job Category
    General IT
  • Overview

    The Service Delivery Manager acts as the primary business point of contact to manage the business between MILESTONE and the Account / Client. This includes activities associated with managing the relationship with the Account leadership team, tracking the financial transactions between Service Delivery and the Account, maintaining the operational level agreement between Service Delivery and the Account as well as planning, requirements handling and issues management. You will serve as the escalation mechanism to assist in contacting the responsible group within Service Delivery to ensure adequate support is provided when an Account has an existing or potential problem.


    As the delivery manager, the Service Delivery Manager implements the policy directives emanating from the Client and assumes the overall leadership role in guiding all administrative, fiscal, treatment, counseling, and community oriented program activities.  The Service Delivery Manager is also responsible for the following specific areas of the program:


    1. Client Program Planning, Development, and Evaluation
    2. Fiscal Management
    3. Environment
    4. Human Resources
    5. Confidential Records and Files
    6. Reports
    7. Other Duties as Assigned
    8. Education & Qualifications


    In addition the Service Delivery Manager will also have the following Management Skills and Attributes:


    • The ability to focus on people and policies as well as ethical and moral concepts in the work place.
    • The ability to maintain a holistic view of the business by being able to bridge people, process and information in order to produce business results.
    • The ability to maintain a strategic view as where details are a matrix of centralized measurements and localized processes.
    • Excellence in problem solving, communication and organizational skills.
    • Experience leading programs within an I.T. Operations organization.
    • Effective collaborator, strong leadership, creative and independent thinking.


    It is the Service Delivery Manager’s responsibility to plan and develop programs funded and approved by the Client.  The main planning, development, and evaluation functions include:


    • Strategic administration and general management issues, which will include the day-to-day supervision of staff, and overseeing work organized by team leaders.
    • Initiation or change of policy of program or funding allocations as directed by the Client.
    • Public relations, including all requests for strategic assistance.
    • Preparing statement of work outlines along with the sales team initial or continued funding for approval by the Client.
    • Maintaining pre-defined service level agreements.
    • Developing and implementing evaluations of program goals, and objectives.
    • Developing goals and objectives for consideration by the Client.
    • Providing long term strategic planning to improve overall service delivery across the program.
    • Provide MILESTONE and the Client with any updated program changes.
    • Ensuring that all documentation is up to date and that all program participants are fully trained on processes and procedures.
    • Overseeing stock control and processing orders.
    • Carrying out responsibilities for the use of automated and computerized systems.
    • Keeping stock control systems up to date and planning future capacity requirements.
    • Overseeing the planned maintenance of vehicles, machinery and equipment.
    • Implement strategies to improve operations and inventory efficiencies.
    • Analyze strengths and weaknesses of operation and seek out opportunities.
    • Directly, coordinate and plan the warehouse storage and distribution of customer materials for the region and global locations.
    • Supervise the activities of employees, engaged in shipping, receiving, storing and testing materials and products.
    • Review work orders, invoices and confirm reports.
    • Ensure productivity targets are met and maintain computerized administration and automated storage and retrieval systems.
    • Plan the arrangement of goods within the warehouse and organize special requirements for certain stock, such as high cost or fragile products.
    • Keeping stock control systems up to date and planning future capacity requirements.
    • Ensuring the health, safety, cleanliness and security of the work environment.
    • Overseeing the planned maintenance of vehicles, machinery and equipment.

    RESPONSIBILITIES: B). Fiscal Management


    The Service Delivery Manager shall assist, advise, and act for MILESTONE in the following:


    • Develop a quarterly budget for review and approval by the Client and Milestone; ensure that expenditures are within the budgeted amounts; and prepare budget revisions as needed through the term of the contract.


     RESPONSIBILITIES: C). Environment


    The Service Delivery Manager is responsible for ensuring the following environmental standards are met:


    • Establishment of an environment that enhances the positive self-image of the client and staff and preserves human dignity.
    • Equipping and maintaining an environment that ensures the health and safety of the client and staff.
    • Counseling clients in any component of the treatment program, individually or in special groups.
    • Ensuring documentation of planned programs consistent at all times with the needs of the clients.
    • Maintaining safe transportation and delivery of products.


     RESPONSIBILITIES: D). Human Resources


    The Service Delivery Manager is authorized to transact all personnel actions in conjunction with the VP of Managed Services subject to the Personnel Policies and Procedures (Personnel Manual), and to report such actions as necessary to the VP of Managed Services


    • Recruitment, hiring, staffing, and supervision of department heads and other personnel not under the supervision of department heads.
    • Understanding and acting on the national labor laws.
    • Sensitive to the cultural nuances and regional trends.
    • Being available for counseling of staff.
    • Ensuring that performance evaluations of all staff are completed according to the Personnel Manual.
    • Determining the need for travel and training of all employees.
    • Manage the merit performance process.
    • Daily briefing of team leaders on the issues of the day.
    • Motivating, organizing, and encouraging teamwork within the workforce to ensure set productivity targets are met
    • Training staff and monitoring their performance and progress.
    • Travel and training requests consistent with the travel and training budget approved by MILESTONE.
    • Promotion, demotion, disciplinary action, and exit interviews, in accordance with the Personnel Manual.


    RESPONSIBILITIES: E). Confidential Records and Files


    All records, reports, and other materials relating to clients shall be kept safe and secure including:


    • Client information and intellectual property.
    • MILESTONE intellectual property including:
      1. Employee files, timesheets, performance evaluations, salary schedules, job classifications, petty cash records, and telephone and travel logs.


    RESPONSIBILITIES: F). Reports and Client Communications


    The Service Delivery Manager is responsible for all reports required to manage the Clients account.  Such reports include, but are not limited to, the following:


    • Weekly narrative (Executive Director's Report)
    • Weekly/Monthly statistical reports
    • Responding to and dealing with customer communication by email, fax and telephone;
    • Communicating with other departments, staff groups and customers;
    • Quarterly progress evaluation
    • Minutes of all staff meetings
    • Visiting customers to monitor the quality of service they are receiving;
    • Quality assurance reports
    • Financial analysis


     RESPONSIBILITIES: G). Other Duties as Assigned


    The Service Delivery Manager shall perform other duties as prescribed by MILESTONE.


    • Education


      The Service Delivery Manager should hold:

      • Prefer an undergraduate degree in Finance or Economics.
      • Masters in Finance or Economics would be helpful.



      • Bachelors Degree required or equivalent work experience.
      • 10+ years Leadership Experience with IT Service Delivery Management or logistics environment.
      • Experience interfacing with senior level management required.
      • Leadership and core business/interpersonal skills.
      • Successful project management experience.
      • Knowledge of P&L guidelines and principles.
      • Ability to establish relationships with Business Teams.
      • Strong PC skills (MS Word, Excel, PowerPoint, Project)
      • Familiar with common metrics used in the IT industry.
      • IT Outsourcing experience preferred.
      • Matrix Management preferred.




      The Service Delivery Manager may delegate duties, responsibilities, and authority to carry out functions within the parameters of the Personnel Manual.


    Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.
    Share on your newsfeed

    Need help finding the right job?

    We can recommend jobs specifically for you! Click here to get started.