Service Delivery Manager-D1283342FB

At Horizontal Digital, we hold ourselves to one key belief: You’re only as good as your worst customer experience. This mantra is what drives our digital consultancy to think beyond the easy answers and instead create websites, apps, portals, and other experiences that solve customer needs for Fortune 500 companies in intuitive and empathetic ways. And we make this lofty standard a reality by fusing strategy, data, design, and technology together to arrive at solutions that set the bar higher for everyone.

We use these values to fuel superior results:

Lock arms
We forge relationships that make our impact 1,000x stronger. This means working across departments and engaging both our clients and our communities to deliver the greatest good.

Show hustle
We’re not ones to sit on our hands and wait. Instead, we anticipate opportunities, collectively roll up our sleeves and find ways to execute the exceptional.

Embrace change
From new technologies to workplace philosophies, we welcome the unexpected and constantly anticipate what’s next.

Elevate empathy
We listen before we take action. This means understanding a variety of perspectives and holding ourselves to a higher standard of accountability.

Never settle
We motivate each other to push past the easy answers and collectively arrive at bigger, more inspiring ideas.

But enough about us. Let’s talk about you.

As a Service Delivery Manager, you will be part of a global team of technology professionals across a multitude of disciplines. You will have the opportunity to utilize your skillsets in leadership, communication, and problem solving while working directly with client teams. 

What you’ll do:  

• Work with technicians and engineers in providing quality support to clients. 
• Make impactful decisions regarding escalations and delivery processes for client work. 
• Have hands-on involvement with detailed reports tracking ticket progress, resolution types, and resource metrics. 
• Play a critical role in the crafting, reviewing, and delivery of client contracts and root cause analyses. 
• Supervise and mentor engineers and technicians regarding communications, escalations, and high-level prioritizations. 
• Meet with clients and bridge any gaps between technical and non-technical teams with easy-to understand and concise communication. 

 

Who you are:  

• A collaborative individual who is not afraid to work directly with team members or leaders in pursuit of high-quality solutions. 
• A driven self-starter interested in expanding their knowledge base and will make good use of learning materials during downtime. 
• A friendly and communicative partner for our clients who understands that not all clients are as technically oriented as yourself. 
• A patient and understanding leader who understands the value of planning and prioritization over rushed work. 

  

What you bring:   

• Minimum 10 years of experience in client relations and communications. 
• Minimum 5 years of experience in leading technical teams. 
• Minimum 3 years of experience in providing client-facing support services. 
• Experience with Sitecore or another CMS is a plus. 
• Experience with Azure Cloud, AWS and/or GCP is a plus. 
• Experience with coding and development is a plus. 
• Experience with inherited codebases is a plus.