Manager of Service Delivery

The Primary responsibilities of the Service Delivery Manager are to supervise the day-to-day operations of the Service Delivery and Shared Services team to ensure all customer service level agreements, satisfaction, and company expectations are met while also providing direct customer support when needed. This individual will support the Service Delivery and Shared Services teams in achieving individual and departmental goals and monitor all team activity queues to ensure phone calls and emails are answered effectively and efficiently. Observe direct reports to ensure compliance with process, quality, and productivity standards.

Responsibilities

• Functional

• Utilize the defined reports and metrics to maximize productivity while achieving individual and department objectives.

• Manage team escalations, ensuring complete and timely customer and internal communications are delivered.

• Perform root cause analysis and implement corrective action plans associated with negative customer experiences.

• Manage team’s daily schedule to ensure staffing levels are met, and use of overtime is minimized.

• Create and manage individual development plans for each team member to ensure their ongoing growth and success.

• Review, amend, and finalize employee timecards biweekly.

• Assist with creation and execution of strategic initiatives.

• Review processes, procedures, and work instructions to identify and implement continued process improvements, efficiencies, and quality in support of strategic initiatives.

• Efficiently prioritize and execute tasks in a high-pressure environment.

• Model appropriate behavior in regard to Optus’ Core Values and Code of Ethics Policies and support Optus’ team approach to quality.

• Other duties or tasks as assigned by management.

• Leadership

• Instruct direct reports on job duties and arrange training to meet the organization's continued demands.

• Engage with customers via follow-up calls, service reviews, or onsite visits to ensure customer satisfaction.

• Efficiently manage personnel resources to maximize productivity and quality results.

• Facilitate team meetings, intervene to keep the team’s goals and results consistent with company direction, and work with team members to develop their full potential.

• Hold regular meetings (including one-on-one) to discuss issues, changes, improvements, and strategies that affect the group and/or the company.

• Initiate and conduct personnel actions such as discipline, performance evaluations, and training.

• Provide direct reports with guidance on handling difficult or complex problems.

• Drive improvement through suggestion processes, process improvement teams, and root cause analysis.

• Create and execute workforce development plans to drive employees to a career path.

Requirements

• Bachelor’s degree (BA/BS) from four-year college or university, three to five years related experience and/or training or equivalent combination of education and experience.
• Telecom or Technology experience required.
• Must show strong leadership abilities, have a history of leadership in a team-oriented work environment, and have a strong desire to be part of a winning organization that allows for employee growth and development.
• Call Center experience preferred.
• Extensive experience in Microsoft Word and Excel spreadsheet development required.
• Must possess strong oral and written communication skills.
• Strong organizational and administrative skills and a positive, professional attitude.
• Must be able to multi-task and handle stressful situations in a professional manner.

What We Offer

• 401(k)
• 401(k) matching
• AD&D insurance
• Dental insurance
• Disability insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Professional development assistance
• Referral program
• Tuition reimbursement
• Vision insurance

Who We Are: We’re not just another IT services firm—we're architects of business transformation. Our cutting-edge solutions and customer-first approach are revolutionizing how businesses connect, communicate, and create value in the digital landscape. As a national leader in IT service delivery, we're seeking sharp, results-driven professionals to join our team and push the boundaries of what's possible. At Optus, we've cultivated an environment where innovation thrives, collaboration is second nature, and openness drives progress. Our team leverages their expertise and commitment to CX to streamline multi-site enterprise operations, ensuring seamless functionality and instilling confidence in our clients nationwide. By joining us, you'll be part of a dynamic force that's setting new standards in IT service excellence.

Physical Demands / Working Conditions: Occasional travel to offsite customer locations as needed. Ability to read, write, and communicate orally and written to external and internal customers and employees. Normal vision and normal hearing with or without correction. Ability to move boxes weighing up to 50 lbs. periodically throughout the workday. In this position, you will need to move around the job site or office, occasionally ascend and descend a ladder to install cabling, remain in a stationary position, and continuously position yourself to pull cable or reach cabling in tight, low places throughout the day. Must be able to perform tasks requiring hand and feet coordination and repetitive hand and wrist motions.

Optus is an equal opportunity employer and considers all qualified applicants for employment without regard to race, color, religion, sex, national origin, age, disability, veteran status, or any other characteristic protected by law.