Service Delivery Manager

Description:

Service Delivery Manager

BUSINESS UNIT: BeyondReach

FUNCTION: Service

REPORTS TO: Director of Service Delivery

CLASSIFICATION: Exempt

LOCATION: Cedar Rapids, Iowa

EDUCATION: Bachelor’s Degree Preferred

EXPERIENCE: 5+ years’ experience preferred

Who We Are Looking For

BeyondReach, a CCR company provides connectivity to any location, no matter how remote or complex, specializing in the hard-to-reach locations. We are searching for a highly motivated, dedicated, and experienced team member who understands the importance of business relationships to deliver our vision. Who has the ability to adjust quickly to changing conditions, relishes tackling challenges in a fast-paced environment and delivers results with confidence, collaboration and determination.

Our ideal candidate thrives in an innovative and agile environment, is a go-getter who works collaboratively and partners across matrixed teams to plan, implement and support our technology by developing strong relationships.

As Service Delivery Manager this role will be responsible for overseeing the delivery of services to clients, ensuring that all contractual obligations are met and service levels are maintained. The Service Delivery Manager will work closely with their team as well as cross matrix teams to ensure services are delivered efficiently on time and within budget.

What You’ll Accomplish and Experience

• Independently oversee service delivery process to ensure all services are delivered to agreed-upon SLAs (Service Level Agreements)
• Manage service delivery team, ensuring projects are consistently completed on time and within budget
• Monitor service performance to ensure quality standards are being met and take appropriate action where necessary
• Serve as the primary customer contact for all service delivery matters, confidently resolving issues and escalations
• Build and sustain strong client relationships through proactive communication and self-directed engagement that supports high satisfaction.
• Conduct regular service reviews with clients to discuss performance, address concerns, and plan for future needs.
• Collaborate with cross functional teams review technical and operational items and identify opportunities to improve service delivery processes, tools, and methodologies
• Balance a strong drive for measurable results with disciplined process adherence, ensuring outcomes are achieved efficiently, consistently, and with long-term scalability
• Review and maintain all documentation on standard procedures to maintain accuracy
• Implement best practices in service delivery and project management, introducing improvements based on independent evaluation and industry insights
• Drive initiatives to improve client satisfaction
• Lead and mentor the service delivery team by providing clear guidance, independent decision-making, and consistent support
• Provide training and development opportunities for team growth

Desirable Previous Experience

• Demonstrated experience working within an agile environment
• Proven ability to perform under pressure and consistently meet deadlines
• Strong analytical skills with the ability to interpret data and drive informed business decisions
• Leadership experience, including managing and motivating teams
• Solid understanding of telecommunications and internet technologies
• Proven track record in vendor-based project management within the telecom industry
• Exceptional communication skills, both internal and client-facing
• Demonstrated problem-solving and analytical capabilities applicable across diverse business challenges
• Excellent organizational skills, with keen attention to detail and ability to manage multiple priorities
• Ability to apply critical thinking independently to resolve project issues
• High level of energy, drive, and passion for delivering end-to-end excellence and enhancing customer experience
• Flexible team player with a willingness to adapt to shifting priorities
• Strong business acumen, supported by a relevant business degree
• Commitment to continuous learning and professional development

Why BeyondReach

CCR, the parent company of BeyondReach, is a privately held corporation that was founded in 1986 that provides technology services to large and small businesses nation-wide from our location in Cedar Rapids, IA. Our achievements include:

• Nationally recognized as “Great Place to Work” – 10 years in a row
• 10-years consecutively listed on Inc. 5000 - Fastest Growing Privately Owned Companies in America
• 13x top 100 listing on MSPMentor 501 internationally
• Nationally awarded Platinum HIRE Vets Medallion
• 4x TAI IT Service Provider of the Year

Learn more about CCR and our values: https://ccr.net/about-us/

Learn more about BeyondReach: https://www.beyondreach.com

CCR offers a unique work-life balance and environment. Our competitive benefits package includes free daily lunch for onsite employees in Cedar Rapids, gym membership reimbursement, health, dental, and vision insurance, paid time off and paid holidays, a 401k program, quarterly profit sharing, short & long term disability and life insurance and lots of development opportunities to help you grow your professional career.

Learn about our culture: https://www.greatplacetowork.com/certified-company/1206043

Requirements: