Service Delivery Managers (SDMs) serve as the account executive, agency expert, and single point of escalation for agency leadership. This role develops valuable and meaningful long-term relationships with agency leaders, becoming an important asset and advocate for the agencies they represent.
Service Includes
- Oversee existing relationship management with agencies, customer communications, customer satisfaction, and conflict resolution
- Track and coordinate resolution of IT service requests and incidents
- Prepare agency reports on service outcomes and participate in agency strategy meetings
- Discover agency needs and propose appropriate IT solutions
- Understand agency needs and ensure appropriate and timely support is available
Prerequisites:
- Complete requested onboarding and discovery documents, and work with ITS on regular review and update.
- Understand and sign the Service Level Agreement (SLA) with ITS
- Help build a culture of collaboration where the agency invites SDMs to be a fully integrated part of the agency with insight into the short- and long-term goals of the agency, its mission, and its values
What Is Excluded:
- Decision-making on internal policies and procedure within the agency
- Decision-making on internal business processes
- Decision-making on internal fiscal, budget, or spending issues
- Contract terms between the agency and vendors
Customer Responsibility
- Identify specific people to be primary points of contact
- Participate in regularly scheduled meetings with SDMs
- Participate in IT Liaison meetings and other information-sharing arrangements
