Service Delivery Manager

Overview: At Zebra, we are a community of innovators who come together to create new ways of working. United by curiosity and a culture of caring, we develop smart solutions that anticipate our customer’s and partner’s needs and solve their challenges. Being part of Zebra Nation means you are seen, heard, valued, and respected. Drawing from our unique perspectives, we collaborate to deliver on our purpose. Here you are part of a team pushing boundaries today to redefine the work of tomorrow for organizations, their employees, and those they serve. You’ll have opportunities to learn and lead in a forward-thinking environment, defining your path to a fulfilling career while channeling your skills toward causes you care about—locally and globally. Come make an impact every day at Zebra. What We're Looking For: The Global Advanced Services team is looking for a Service Delivery Manager to be responsible for DMS white-gloves clients. The successful candidate will be responsible for overseeing the delivery of managed services to our clients, ensuring high levels of customer satisfaction, and driving continuous improvement initiatives. • Collaborate with a team of service delivery professionals, including Service Desk Analysts, Incident and problem Managers, and Service Delivery Coordinators, providing guidance to ensure the highest level of performance. • Develop and maintain strong relationships with key stakeholders, both internally and externally, to understand client requirements and expectations. serving as the primary point of contact for service delivery-related matters. • Collaborate with internal stakeholders, including sales, operations, and technical teams, to ensure alignment and coordination of service delivery efforts. • Define and implement service delivery strategies, policies, and procedures to ensure the efficient and effective delivery of services. • Monitor service performance against SLAs (Service Level Agreements) and KPIs (Key Performance Indicators) and take corrective actions as necessary to address any issues or deviations. • Conduct regular service reviews with clients to review performance, discuss service improvements, and identify opportunities for growth. • Act as a point of escalation for complex service issues, working closely with technical and incident management teams to resolve incidents and minimize service disruptions. • Champion a culture of continuous improvement within the service delivery team, driving initiatives to enhance processes, tools, and capabilities, and driving added-value actions to improve customer service. • Develop and deliver service performance reports and presentations for management and clients, highlighting achievements, challenges, and areas for improvement. Benefits: We understand the importance of work-life balance and wellbeing, which is why we offer flexibility for our teams including: hybrid work, adaptable hours, Summer Flex Fridays, Focus Fridays, and an annual companywide well-being day to promote revitalization and success. Job Posting Statement: To protect candidates from falling victim to online fraudulent activity involving fake job postings and employment offers, please be aware our recruiters will always connect with you via @zebra.com email accounts. Applications are only accepted through our applicant tracking system and only accept personal identifying information through that system. Our Talent Acquisition team will not ask for you to provide personal identifying information via e-mail or outside of the system. If you are a victim of identity theft contact your local police department. AI Technology Statement: Zebra Technologies leverages AI technology to evaluate job applications using objective, job-relevant criteria. This approach enhances efficiency and promotes fairness in the hiring process. However, every decision regarding interviews and hiring is made by our dedicated team, because we believe people make the best decisions about people. For more on how we use technology in hiring and how we process applicant data, see our Zebra Privacy Policy .