Service Delivery Manager - Program Manager

Hybrid Onsite & Work from Home Position in Columbia, South Carolina

Mainline Information Systems provides an environment where innovation and change are encouraged! If you are a big picture person who is not afraid to make decisions, take responsibility for them and strive to complete things on time, we want to talk to you. Mainline stands above the rest...we are raising the bar in our markets and seeking people who want to make a real difference!

Work Location: This is a hybrid-remote position which requires working on-site a few days a week, in Columbia, SC.

Job Summary

We are seeking a dynamic Service Delivery Manager (SDM) to oversee our service delivery team and ensure that we meet the promises made to our customers in terms of quality, timeliness, and efficiency. The successful candidate will act as a bridge between clients and our internal teams, ensuring seamless service delivery.

Essential Duties and Responsibilities

• Oversee the delivery of services to clients, ensuring quality and client satisfaction.
• Act as the primary point of contact for all service delivery-related inquiries and concerns.
• Develop and refine service delivery processes to enhance efficiency and customer satisfaction.
• Monitor service delivery metrics and ensure the team meets or exceeds them.
• Lead and manage service delivery teams.
• Identify and manage risks associated with service delivery.
• Liaise with the Cyber Security Director and delivery team to ensure cohesive strategy and execution.
• Report regularly on service delivery status to senior management and stakeholders.
• Address and resolve any service delivery issues or disputes.
• Foster a culture of continuous improvement in the delivery service team.

Job Requirements

• Skills:
• Strong leadership and team management skills.
• Exceptional communication and interpersonal skills.
• Proficiency in project management software and tools.
• Ability to manage multiple projects simultaneously.
• Problem-solving and conflict resolution skills.
• Deep understanding of customer service and relationship management.
• Attributes:
• Customer-centric mindset.
• Analytical and data-driven approach to decision-making.
• Proactive, with a focus on preventing issues rather than resolving them.
• Detail-oriented with a commitment to quality and excellence.

Education/Skill Preferred Qualifications

• Minimum High School diploma required.
• Professional certifications like ITIL, PMP, or relevant industry-specific certifications are preferred.
• Prior experience in working with cross-functional teams, including sales, marketing, product, and tech is required.
• Familiarity with Microsoft Project or similar tools/technologies preferred.

Environmental Factors and Physical Requirements

Physical environmental factors of this position include those found in typical business office environments or home office environment.

Requires use of general office equipment and personal computer equipment.

May be required to work irregular schedules including but not limited to as applicable: Nights, weekends, holidays, on-call, and/or overtime.

Ability to travel. Various means of travel may be required, including auto and air travel. This position requires travel:

Rarely

Occasionally

Frequently

EEO/AA Employer/Vet/Disabled

Background check required.