Service Delivery Manager

Novitex Enterprise Solutions New York, NY
Position Exempt StatusExemptWeekly Scheduled Hours40Scheduled ShiftJob Description

* Coordinate workflow within the team, including prioritizing jobs and delegating duties to associates.

* Administrative - Performs administrative tasks, provides volumes/billing inputs to one-up Manager, and other assigned duties in a timely manner. Ensures adherence to company policies and guidelines, safety & security procedures.

* Quality/Workflow compliance - demonstrate commitment and enthusiasm and utilization of quality tools to drive SLA attainment and exceed client expectations. Ensure service levels are clearly communicated, understood, and performed by on-site staff.

* Coaching & counseling - create a positive atmosphere of professionalism and support. Provide honest and timely verbal and written feedback to employees; address performance issues with directness and sensitivity with guidance from manager and human resources.

* Personnel Management - Performs all functions in HR Access to include time and payroll authorization, training approval and vacation approval. Duties also include hiring and termination authorization, annual reviews and merit increase actions, with approval from HR and/or one-up manager.

* Utilizes technology to perform tasks efficiently and demonstrates the ability to communicate effectively both orally and written.

* Position may require Site Supervisor to perform site activities due to unanticipated volume increases, staffing coverage issues and/or special project needs requested by clients.

* Understands basic information on core Novitex service/solutions offerings to work effectively with Manager - Client Services in generating leads for site growth and competitive take-aways.

Required Qualifications:

* Proven leadership experience required

* Minimum of 2 years supervisory experience

* Minimum of 3 years customer service experience

* Effective customer relationship building skills, and uses creative solutions to exceed customer expectations

* Demonstrates good judgment under pressure, and works well in a multi-tasking

* Effective written and verbal communication skills; proven analytical skills

* Solid, basic mathematical skills required

* Excellent planning, prioritization and organizational skills

* Proven experience in high volume/fast paced environment

* Computer proficiency in email environments, MS Word/Excel or similar programs

* High School Diploma required

* Relevant industry specific certificates a plus (MQC, CMDSM, etc.)

* Lifting up to a maximum of 55lbs. or the maximum allowed by current State law with or without accommodations

* Ability to stand, sit and/or walk for long periods of time with or without accommodations

* Must have a valid driver's license and a good driving record

Preferred Qualifications:

* Undergraduate degree preferred


The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.