Service Delivery Manager 1 
Location: US, MA, Boxborough
Employment type: Full-time
Required experience: Mid-Senior level
Required education: Bachelor's Degree
Industry: Consumer 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 I will be based in Boxborough, MA and also manage four other smaller field locations. The Service Delivery Manager is responsible for all aspects of operating day-to-day services for our client #URL_c8fcab6226129cd466fdacc537d181a9610c97b1c6dabd2c8a491922bcc7d109# workflow within the team, including prioritizing jobs and delegating duties to associates.Responsibilities include but are not limited to: 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 HR Access 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 Site Supervisor 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 and competitive take-away.
Requirements: Required Qualifications: Proven leadership experience required, 4 years’ experienceMinimum of 3 years customer service experienceEffective 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 requiredRelevant industry specific certificates a plus (MQC, CMDSM, etc.)Lifting up to a maximum of 55lbs. 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 accommodationsMust have a valid driver's license and a good driving recordWill be required to travel to Satellite locations occasionally. Preferred Qualifications:Bachelor's degree preferred   
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