Job Title: Service Delivery Operations Manager
Job Type: Regular Full Time (M-F 8:30am – 5:30pm)
Career Status: Professional
Compensation (DOE): $95,000 - $110,000
Department: Managed Services
Expected Travel: 10% – 25%
Location: Local, On Location
Reports to: President/CEO

The Role

The Service Delivery Operations Manager is often considered the cornerstone of a successful SLA-driven support model. Providing the technical and operational oversight that keeps Service Delivery within SLAs and "dampens the noise" from escalated issues ever reaching (and draining) resources on the Professional Services Team. Service Delivery Operations Managers will often work in one of two different capacities for Managed Service Providers. While these two functions may overlap, they have the same goal – securing MRR generated by Service Delivery is carried out timely, profitably and within Service Level Agreements. A Service Delivery manager is typically providing technical leadership and operational oversight.

The Service Delivery Operations Manager is usually working hands-on with technology, fielding escalated tickets and setting the tone of the Service Desk through superior customer service and managing people and process; enforcing KPIs, implementing procedures, allocating and training technicians.

What You'll Do

• Participates as part of Tier III operational support structure, responsible for developing and implementing processes and procedures governing backup and recovery to ensure maximum uptime and system availability
• Act as a 'Subject Matter Expert' to our clients for cloud, automation, and end-to-end architecture for IaaS, PaaS & SaaS solutions.
• Build and Design Microsoft Azure environments that meet the clients' technical, security, and business requirements
• Communication with customers as required: timely follow to keep them informed of incident progress, notifying them of impending changes or agreed outages
• Define and enforce Azure Architected framework: operational excellence, security, reliability, performance efficiency, and cost optimization
• Thoroughly document all client support services and troubleshooting on support tickets with items such as specific steps taken to resolve and troubleshoot issues
• Stellar communication and the ability to speak clearly and explain just about anything to anyone over the phone and/or in writing
• Maintain knowledgebase to ensure accurate articles for efficient client troubleshooting
• Mentor and support level 1&2 technicians during escalations
• Member of the afterhours support team rotation

Who You Are

At MCG, our core values and culture's DNA are based on encouraging and rewarding team players that have high-energy, unbreakable positive attitude with the ability to develop strong relationships with the team, customers, and partners. If this describes you and the following are your personality traits, you will thrive with us.

• BS degree in Computer Science or related field, or equivalent technical experience/training
• 5+ years of experience working for a Managed Services Provider and/or working for an IT consulting firm
• 10+ years of experience designing complex system environments using Microsoft Azure
• Advanced experience in Digital Transformation, Develop of Standard Operating Procedures (SOPs), "As Is" documentation, Instructions, and other documents.
• Recommended certifications: Azure Solutions Architect Expert, DevOps Engineer Expert, Cybersecurity Architect Expert, Microsoft Certified Systems Engineer (MCSE) designation, CompTIA Security+ (SY0-601) – Passing score above 820, CompTIA Cloud+ (VC1-003) – Passing score above 820, ITIL Foundation
• Proficiency with backup solutions (Veeam, Arcserve), Unified Security (BitDefender), firewall administration (WatchGuard, Cisco, Sophos, SonicWall)
• Experience with tools such as ConnectWise (Manage, Sell, Control and Automate), Liongard, IT Glue, Auvik, etc.