Job Summary: 

As the Service Delivery Team Manager, you will lead and coach the Project Implementation Team and Technical Sales Team within our Service Delivery Department. In this role, you will play a crucial part in overall planning, administration, and supervision, collaborating closely with Client Relations/Sales, Technical Sales, and clients to design and execute project plans. Reporting directly to the Director of Service Delivery Group, you will be responsible for approving project statements of work, scheduling project assignments, and ensuring the successful delivery of projects. Additionally, you will contribute to various initiatives and ongoing projects as assigned by the Company. 

Supervisory Responsibilities: 

• Hire, train, and oversee schedules of the Project Implementation Team and Technical Sales Team. 
• Establish clear and ambitious objectives (referred to as ROCKS) for each team member, actively monitor their advancements, and ensure the team remains committed to achieving these goals by holding them accountable to predefined performance metrics. 
• Track and report team performance metrics, managing key performance indicators. 
• Make recommendations for hiring, terminations, and discipline in compliance with company policies and applicable laws. 

Duties/Responsibilities: 

Leadership and Coaching: 

• Serve as a manager, mentor, and coach for team members, fostering continuous improvement and managing high-performing, technical teams. 
• Oversee new employee onboarding and provide career development planning and opportunities. 

Project Planning and Management: 

• Utilize project management methodologies to plan, execute, and monitor IT service delivery projects. 
• Collaborate with Project Implementation Engineers and Technical Sales Engineers to review project design requirements. 
• Include Project Implementation Engineers in the planning stages to ensure thorough SOW plans, including start/end dates and client responsibilities. 
• Approve Statements of Works and quote and compile the overall project deliverable list. 
• Ensure adherence to correct data and standards, approving scope/design changes for Addendums. 

Client Relationship Management: 

• Build and maintain strong relationships with clients, understanding their IT needs and ensuring their expectations are met or exceeded. 
• Act as the primary point of contact for clients, addressing concerns, resolving issues, and providing regular updates on project status. 

Continuous Improvement: 

• Refine and adopt existing company procedures or develop new ones suitable for the project team. 
• Identify areas for improvement in service delivery processes and implement best practices to enhance efficiency and quality. 
• Stay abreast of industry trends and technological advancements to ensure our services remain innovative and competitive. 

Required Education and Experience: 

• Minimum 5+ years of experience in Information Technology IT Security in a NOC environment. 
• Demonstrated knowledge of general networking and security principles and practices. 
• Experience with Windows Servers, understanding of Firewall and IDS/IPS networking gear preferred. 
• Excellent communication and interpersonal abilities. 
• Configuration and troubleshooting experience with IPSec VPN tunnels. 
• Familiarity with ITIL framework and practices. 
• Strong leadership and team management skills. 

Required Skills/Abilities: 

• Strong leadership and team management skills. 
• Analytical, critical thinking, and problem-solving skills. 
• Exceptional attention to detail and documentation skills. 
• Ability to conduct research and absorb information quickly. 
• Highly self-motivated with effective prioritization in high-pressure environments. 
• Exceptional customer service orientation. 
• Experience working collaboratively in a team-oriented environment. 
• Time management skills. 

Education and Experience: 

• A formal education or certification in IT, Computer Science, Computer Engineering, or a related field, or equivalent experience is preferred. 

Physical Requirements: 

• Moderate travel to client sites may be required. 
• Prolonged periods of sitting at a desk and working on a computer. 
• Ability to lift up to 15lbs. 

If you are a dedicated and experienced IT professional with a passion for delivering exceptional service, we invite you to apply for this exciting opportunity at Visory. Join us in shaping the future of IT services and making a positive impact on our clients' success.