Job Description

About Moser

For more than 25 years we have formed partnerships and grown through open and honest collaboration with our clients, partners, and employees. We are best known for taking great care of our clients, our dedication to creating a work environment where employees do their best work, and our deep commitment to continuous improvement. Our consultants work in a collaborative and fast-paced environment, are self-motivated, and are passionate about evolving technology. It is no accident that we are recognized as one of the Best Places to Work in Indiana for 10 consecutive years.

Internally, we believe in building strong teams from the top down with a focus on values in our Model-Coach-Care philosophy. Our leadership are encouraged and trained to model good practices, mentor other employees and each other, and show empathy and caring in all interactions. This is the base of our core values: Accountability, Balance, Collaboration, Focus, Integrity, Social Responsibility, Support and Transparency.

Moser Consulting believes in equal opportunity for all people and is committed to enabling a diverse, equitable, and inclusive culture. We foster a spirit of unity that respects the remarkable individuality of everyone's culture, history, and service.

Description

The Service Delivery Manager is tasked with ensuring high service quality and operational efficiency. SDMs are client advocates for their clients when working internally with Moser colleagues, and they serve as Moser Consulting advocates when working externally with their clients. Their role is vital to the success of our managed service offering.

Role Responsibilities

• Ensure high service quality and operational efficiency.
• Drive client retention, project success, and business growth through effective client engagement and project management.
• Conduct regular status calls to review key metrics, coordinate service delivery, and discuss IT improvement strategies.
• Hold IT strategy meetings to develop roadmaps for proactive client improvement.
• Request consultant involvement and coordinate efforts for upcoming projects.
• Manage conflict resolution and continuous improvement processes based on feedback received.
• Collaborate with consultants to resolve service requests, serving as an escalation point at times for tier 1 and tier 2 requests.
• Oversee change management efforts, including communication and approvals.
• Conduct service delivery reviews to ensure contract compliance and address gaps with the teams doing the work.
• Review scope of requests, communicate out-of-scope closures, and follow up on potential solutions.
• Coordinate communication and updates during critical or emergency situations for clients.
• Service Delivery Manager Areas of Focus:
  • Customer Relationship Management: SDMs are responsible for building and maintaining strong relationships with our clients. They serve as the main point of contact for addressing customer inquiries, concerns, and escalations.
• Project Management: 
  • Oversee the planning, execution, and completion of projects or engagements. This includes defining project scope, setting goals, creating timelines, and managing resources to ensure successful project delivery.
• Scope Management: 
  • Working with SMEs to define project scope and identifying the resources that are needed to accomplish the project and/or engagement. During the project/engagement they will monitor progress and ensure that tasks are delivered within scope.
• Business Development: 
  • Identify opportunities to expand the scope of existing engagements or secure new projects with clients. Work closely with the director and VP to grow client accounts.
• Process Improvement: 
  • SDMs identify opportunities for process optimization and implement changes to enhance service efficiency and effectiveness.
• Conflict/Issue Resolution: 
  • When issues or incidents arise during service delivery, SDMs are responsible for managing the resolution process. They coordinate efforts to resolve problems, minimize downtime, and ensure minimal impact on customers.
• Risk Management: 
  • SDMs assess and manage risks associated with service delivery, including identifying potential risks and implementing strategies to mitigate them.
• Communication: 
  • Effective communication is crucial in this role. SDMs regularly update customers on service status, changes, and improvements, and they also communicate internally with teams and management to ensure alignment.
• Vendor Management:
  • In cases where third-party vendors are involved in service delivery, SDMs may manage these vendor relationships on behalf of their clients.

Requirements

• Highly effective communication skills, both in written and verbal mediums
• Ability to resolve Tier 1 or Tier 2 IT requests as an escalation point
• 2+ years of experience as a Deliver Manager or related field.
• Customer service skills and experience.
• Conflict management skills and experience.
• Account management skills and experience.
• Project Oversight, Management, and Scoping skills and experience.
• Time Management Skills.
• IT Consulting Skills and Experience

Preferred Skills

• Experience managing license cost in platforms like M365.
• Experience in systems administration such as Active Directory Server Environments, M365 Admin portal, and/or other common technologies are preferred.
• Experience in creating new and improved processes.
• Understanding of modern server/network infrastructure, SaaS Applications, and cloud systems are preferred.
• Technical writing for both technical resources and non-technical customer user guides.

Where You'll Work

Moser has two offices in Indianapolis, IN, and one in Baltimore, MD. This position will require a hybrid/onsite work schedule out of our downtown Indianapolis office.

Salary

At Moser Consulting, we believe in pay transparency and fairness. The $66k-$89k salary range for this role is not just a number—it's a reflection of the value we place on the skills and experience our employees bring to our team. We are committed to offering a competitive salary that aligns with the industry standards and the unique competencies you bring to our community.

Benefits

For over a quarter of a century, Moser Consulting has been a beacon for top-tier IT talent who excel in self-management. Our people are our greatest asset. We don't just hire the best—we welcome them into our family, connect them with opportunities, and empower them to create innovative solutions to technology challenges.

Our unique culture is our competitive edge. It fosters happiness, health, and low stress, even in an industry known for its demands. This is why we're consistently recognized as one of the Best Places to Work in Indiana. We provide our employees with an inspiring workspace, a fun and collaborative atmosphere, and a generous compensation package. But that's not all.

We also offer a suite of benefits designed to support and enrich our employees' lives. These include:

• Training Opportunities: We believe in lifelong learning and provide numerous avenues for skill enhancement.
• Fully Invested 401K Plan: We help secure your future with a fully invested 401K plan.
• PPO and HDHP Medical Plans: Choose the health insurance program that best fits your needs.
• Employer-Paid Dental and Vision Plans: We cover dental and vision plans, ensuring our employees have access to comprehensive health care.
• Onsite Fitness Center: Stay fit and healthy with our state-of-the-art fitness center.
• Wellness Program: We promote a healthy lifestyle with our wellness program.
• Catered Lunches: Enjoy delicious catered lunches regularly.

At Moser Consulting, we don't just offer jobs—we offer careers, growth, and a chance to join a thriving community. Come, be a part of our family.

Moser Consulting is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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