Service Delivery Manager 3 
Location: US, NY, New York
Employment type: Full-time
Required experience: Associate
Required education: High School or equivalent
Industry: Financial Services
Function: Management
Company profile: Novitex Enterprise Solutions, formerly Pitney Bowes Management Services, delivers innovative document and communications management solutions that help companies around the world drive business process efficiencies, increase productivity, reduce costs and improve customer satisfaction. For almost 30 years, clients have turned to us to integrate and optimize their enterprise-wide business processes to empower employees, increase productivity and maximize results. As a trusted partner, we continually focus on delivering secure, technology-enabled document and communications solutions that improve our clients' work processes, enhance their customer interactions and drive growth.
Description: The Service Delivery Manager is responsible for all aspects of the contracted site services pertaining to Production at our client location. In order to achieve these objectives, the SDM is expected to: achieve financial results, enhance customer satisfaction, and increase employee engagement.RESPONSIBILITIES:Coordinate workflow within the team, including prioritizing jobs and delegating duties to associates.Administrative - Performs administrative tasks, provides volumes/billing inputs to one-up Manager, and other assigned duties in a timely manner. Ensures adherence to company policies and guidelines, safety & security procedures.Quality/Workflow compliance - demonstrate commitment and enthusiasm and utilization of quality tools to drive SLA attainment and exceed client expectations. Ensure service levels are clearly communicated, understood, and performed by on-site staff.Coaching & counseling - create a positive atmosphere of professionalism and support. Provide honest and timely verbal and written feedback to employees; address performance issues with directness and sensitivity with guidance from manager and human resources.Personnel Management - Performs all functions in Novitex systems to include time and payroll authorization, training approval and vacation approval. Duties also include hiring and termination authorization, annual reviews and merit increase actions, with approval from HR and/or one-up manager.Utilizes technology to perform tasks efficiently and demonstrates the ability to communicate effectively both orally and written.Position may require manager to perform site activities due to unanticipated volume increases, staffing coverage issues and/or special project needs requested by clients.Understands basic information on core Novitex service/solutions offerings to work effectively with Manager - Client Services in generating leads for site growth.Financial PerformanceCreates forecasts and revenue estimatesReviews monthly P&L statements for accuracy and participate on monthly P&L calls updating mgmt. on financialsManages expensesAnalyzes asset performance and expendituresEmployee EngagementDemonstrates exemplary ethical conduct that establishes an atmosphere of trust and supportRecognizes performance through fair and honest merit evaluation and rewards employees for innovation, risk-taking, excellent performance and exceptional efforts to satisfy both internal and external customersCoaches and counsels to create a positive atmosphere of professionalism and support; provide honest and timely feedback to employees; addresses performance issues with directness and sensitivityMakes fair and equitable hiring decisions that promote workforce diversity while adhering to all applicable regulationsOversees training and provides developmental opportunitiesEffectively balances resources to maximize productivity and efficiency
Requirements: Position Qualifications:Proven leadership experience requiredMinimum of 5 years supervisory experienceMinimum of 3 years customer service experienceHigh School Diploma or (GED) requiredEffective customer relationship building skills, and uses creative solutions to exceed customer expectationsDemonstrates good judgment under pressure, and works well in a multi-taskingEffective written and verbal communication skills; proven analytical skillsSolid, basic mathematical skills requiredExcellent planning, prioritization and organizational skillsProven experience in high volume/fast paced environmentComputer proficiency in email environments, MS Word/Excel or similar programsHigh School Diploma required/Undergraduate degree preferredRelevant industry specific certificates a plus (MQC, CMDSM, etc.)Lifting up to a maximum of 50lbs. or the maximum allowed by current State law with or without accommodationsAbility to stand, sit and/or walk for long periods of time with or without accommodations  
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