IT Service Delivery Manager

As an IT Service Delivery Manager at Enterfusion, you will lead day-to-day support operations, focusing on team management, operations oversight, and service delivery excellence. Key responsibilities include supervising a team of IT support professionals, managing ticket resolutions, collaborating with different departments, and implementing process improvements based on data analysis.

To be a successful candidate for the IT Service Delivery Manager at Enterfusion, you should have at least 4 years of direct management experience in IT service teams. Strong organizational and communication skills are essential. While not required, familiarity with ITIL principles and PSA tools like ConnectWise, Autotask, or ServiceNow is a plus.

At Enterfusion, maintaining team performance and morale is a top priority for the IT Service Delivery Manager. You'll engage in regular coaching, set individual goals, and conduct performance evaluations to ensure continuous improvement and development for all team members, fostering a positive and accountable work environment.

The work environment at Enterfusion is team-oriented and collaborative. As an IT Service Delivery Manager, you can expect a supportive atmosphere where your leadership will help drive performance and team morale, coupled with a focus on customer service and operational excellence.

The compensation package for the IT Service Delivery Manager at Enterfusion includes an annual salary ranging from $90,000 to $110,000, depending on experience. Additionally, benefits include paid vacation, health insurance, dental and vision coverage, life insurance, short- & long-term disability insurance, a SIMPLE IRA matching program, and support for continued learning and certification.

When discussing your management style, focus on your approach to coaching, mentorship, and collaboration. Highlight how you adapt your style to meet individual team members' needs while ensuring that everyone works towards common goals effectively.

You can approach this by discussing strategies such as workload balancing, effective prioritization, and leveraging data analysis to identify trends. Mention the importance of communication within the team to ensure everyone is informed of their responsibilities.

Discuss key metrics like SLAs, ticket resolution rates, customer satisfaction scores, and team productivity. Explain how you would use these metrics to inform decision-making and improve overall service delivery.

Share a specific example where you identified issues affecting team morale and addressed them effectively. Discuss the actions you took to foster an uplifting environment and demonstrate the positive outcomes achieved.

Emphasize the importance of timely communication, setting clear expectations, and reviewing client feedback. Describe how you would implement processes based on customer insights to continually enhance the service experience.

Share any relevant experience you have with ITIL principles or frameworks in your previous roles, explaining how you would apply them to ensure effective service delivery and improve team processes.

Discuss your strategy for building relationships with other departments, emphasizing the importance of communication and alignment with broader business goals. Provide examples of successful initiatives where you facilitated collaboration.

Talk about the process you follow for generating reports that track key metrics and how you use them to identify areas for improvement. Highlight how you share insights and develop action plans based on the findings.

Discuss the importance of ensuring all documentation is up-to-date and accessible. Explain your approach to regularly reviewing and training team members to adhere to documentation practices.

Share a challenge you foresee, such as managing team dynamics or handling difficult customer interactions, and outline your proactive strategies to approach and overcome such challenges effectively.