Job Description

About Us

We are a fast-growing, founder-led retail company with five dynamic and expanding brands. Our mission is simple yet powerful: to give back to our communities and make the world a better place. With operations in 37 states (and growing), we are driven by purpose, powered by entrepreneurial spirit, and committed to delivering an outstanding experience for our guests and associates.

Our Mission

"Stand Out. For Good". Those four words are more than just our motto; they are why we exist. From Mission Mondays, where 10% of our net proceeds go directly to local charitable organizations, to our long-standing partnership with Coprodeli USA, in which we are in the process of building 22 schools for impoverished communities in Peru, we are committed to giving back in meaningful ways to those in need.

The Opportunity

The role of the Service Delivery Manager is to ensure that value is achieved as anticipated from the outsourced relationships and services managed internally. In particular, to ensure that the overall services as expressed in the Statement of Work and related exhibits, and the service levels for outsourced services/functions are maintained and continually improved, and that any problems with the day-to-day delivery of services provided by the Supplier are minimized.The SDM manages the performance reporting in a sourced environment for the services and monitors the compliance of the Supplier against Services Agreement Service Level Agreements (SLA) across SOFG. This includes regular performance reporting, monitoring service level infractions and developing new SLAs and metrics as needed. In particular, to ensure that service levels for outsourced services/functions are maintained and continually improved, and that any problems with the day-to-day delivery of services provided by the Supplier are minimized. This position oversees planning and forecasting of service consumption, quality of service and customer satisfaction.

Key Responsibilities

• Manage day-to day relationship with Supplier to ensure the effective delivery of outsourced services to SOFG
• Conduct regular service reviews; manage and audit Supplier performance and productivity relative to Service Level Agreements
• Establish metric/performance reporting; track Supplier performance and ensure viability of service levels
• Define and implement service level reporting
• Communicate important policy changes that affect operations to Supplier and/or SOFG
• Interface with Contract Manager and Finance Manager as needed to analyze Supplier performance
• Works with the Supplier to progress the goals and objectives of the set of agreements
• Provides demand management and prioritization of work in alignment with the business and Supplier response to demand
• Assists with the preparation and monitoring of IT budgets
• Ensures that spend is in line with the budget
• Monitors compliance with obligations of the set of agreements
• Reconcile projected resource baseline with actual utilization of resources
• Perform capacity and demand planning with Supplier – Forecast customer demand for all in-scope and new services. Coordinate services, projects, and plans within domain to ensure priorities are addressed appropriately
• Authorizes all work resulting in expenditures and ensures that all required SOFG approvals are obtained
• Primary liaison on day-to-day basis regarding communication between SOFG and Supplier regarding service delivery changes, problems, and recovery efforts
• As operational problems occur, reviews Supplier recovery and permanent fix plans
• Is the contact for day-to-day communications between Supplier and the specific Product Owner
• Ensures an in-house process is maintained for handling of high severity and stagnant issues/events in both the supplier and the retained environments
• Contacts Supplier with day-to-day corrections, plan/program changes and any details/info necessary to resolve conflicts between customers and Supplier
• Educates Supplier on program/product/operational details, including the development and implementation of Supplier processing schedules and coordination of data flow ensuring timely transmittal to Supplier
• Develops and distributes written communications as needed to the Supplier and business stakeholders
• Reviews and monitors Supplier problems, change management processes, and escalation procedures
• Manages operational change management: reviews change requests, facilitates change meetings, applies change approvals, administers change freezes, performs change management reporting
• Provides early warning to the Business Stakeholder regarding degraded or missed service level
• Ensure Supplier has Business Continuity/ Disaster recovery plans for the services.
• Participates in testing of plans as necessary and monitors results of business continuity testing.
• Consults on the definition and execution of the Supplier’s Disaster Recovery Plan to ensure business continuity
• Provide direction and leadership in developing the SOFG business processes that ensure contractual compliance.
• Creates and maintains appropriate documentation for support activities, platforms, and systems

The Service Delivery Manager will meet frequently in regularly-scheduled management meetings with the Supplier to review:

• Daily/Weekly Service Delivery Committee meetings
• Operational Change Management
• Root Cause Analysis
• Issue resolution
• Stakeholder Management
• Project development and report-out

Minimum requirements:

• Comprehensive knowledge (5+ years) of the technical tower/domain in scope, with specific knowledge of operations
• Bachelor's degree in Engineering/Science/Information Technology discipline
• Strong understanding and commitment to standard operational processes and disciplines (Service Request Management, Incident Management, Problem Management, Change Management, Operational Readiness, etc.)
• Problem determination (experience in root cause analysis) and problem resolution skills
• Demonstrated proficiency with managing projects
• Ability to accomplish results through others, particularly by establishing relationships, effective controls, and monitoring processes
• Proven negotiation and influencing skills
• Strong collaboration and partnering skills
• Strong verbal and written communication skills with the ability to articulate complex ideas in easy-to-understand business terms to senior leaders
• Knowledge of business environment, service requirements and culture
• Process skills; an understanding of process costs, ability to work with Supplier to ensure effective operations and agreed upon service levels
• Experience of indirect management – managing by influence as opposed to positional authority

Ability to be firm but fair with regard to operational deliverables

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