Service Delivery Sme (Remote)

Steel Point Solutions is an amazing SBA Certified (8a), HUBZone, Small Disadvantaged Business (SDB) and a Woman Owned Small Business (WOSB) company. Established in 2013 with a vision of offering world class, integrated business solutions for all levels of Government and commercial enterprises. We are represented by a team of talented and qualified professionals who know how essential efficient, cost-effective integrated solutions are to your organization’s success. Leveraging these resources, we strive daily to lead the industry in program management and service delivery.

We are seeking a skilled Service Delivery SME to join our team. The ideal candidate will have a strong background in service delivery management, process optimization, and technical expertise, with a proven ability to design and implement solutions that improve service delivery and customer experience.

Key Responsibilities

• Service Delivery Optimization: Analyze existing service delivery processes and systems to identify areas for improvement and optimization.
• Solution Design: Design and implement innovative solutions to enhance service delivery efficiency, reliability, and scalability.
• Technology Integration: Evaluate and integrate technology solutions to automate and streamline service delivery processes.
• Continuous Improvement: Drive continuous improvement initiatives to enhance service quality, customer satisfaction, and operational effectiveness.
• Performance Monitoring: Monitor service delivery performance metrics and KPIs, identifying trends and opportunities for improvement.
• Incident Management: Coordinate the resolution of service incidents and outages, ensuring timely response and minimal impact on customers.
• Client Engagement: Collaborate with clients to understand their service delivery needs and requirements, and develop customized solutions to meet their business objectives.
• Cross-Functional Collaboration: Work closely with cross-functional teams, including IT, operations, and customer support, to ensure seamless service delivery and effective issue resolution.
• Documentation and Reporting: Maintain comprehensive documentation of service delivery processes, procedures, and systems, and produce regular reports on service performance and improvement initiatives.

Required Qualifications

• Bachelor’s in Information Technology, Computer Science, Business Administration, or a related discipline.
• 8+ years of experience in service delivery management, IT operations, or a related field.
• Strong understanding of service delivery principles, processes, and best practices.
• Technical expertise in IT systems and technologies, with experience in solution design and implementation.
• Excellent problem-solving and analytical skills, with the ability to diagnose and resolve complex service delivery issues.
• Strong project management skills, with the ability to manage multiple projects and priorities simultaneously.
• Excellent communication and interpersonal skills, with the ability to effectively engage and collaborate with clients and internal teams.

Preferred Qualification

• Master’s degree in Information Technology, Computer Science, Business Administration, or a related discipline
• PMP Certification preferred
• ITIL Certification preferred

Candidates from Historically Underutilized Business Zones (HUBZone) are strongly encouraged to apply. To determine whether you reside in a HUBZone, visit: https://maps.certify.sba.gov/hubzone/map.

Steel Point Solutions, LLC is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.

Steel Point offers a comprehensive benefits package for eligible full-time positions, including medical, dental, vision, life insurance, short- and long-term disability, 401K with company match, critical care voluntary insurance, flexible paid time off, paid holidays and opportunities for professional development reimbursement. Join us to enjoy competitive compensation and a full range of benefits designed to support your well-being and work-life balance.

The salary range represents a general guideline; however, Steel Point Solutions considers a number of factors when determining base salary offers such as the scope and responsibilities of the position and the candidate’s experience, education, skills and current market conditions.

Salary Range

$120,000—$160,000 USD