Service Delivery Manager 2

Novitex Enterprise Solutions 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.
The Service Delivery Manager II will be responsible for all aspects of the contracted site services (Mail Operations) and working closely with the on-site Novitex team in Fairfax, VA.
This position is an exempt position (not eligible for overtime).
The employee will ensure the customer contract requirements are met as well as regularly exercise independent judgment and discretion and direct the work of up to 18 non-exempt employees.
The primary duties will be to manage his/her employees, including making or participating in decisions concerning employee hiring, coaching, development, advancement, promotion, compensation or any other change of employment status, such as termination.
The Service Delivery Manager II will report to the off site Service Delivery Manager IV.
Principle Duties:
Responsible for all aspects of operating day-to-day services of direct reports.
Maintain a high level of client contact and customer satisfaction (ensure Service Level Agreement attainment).
Develop employees to meet or exceed customer and NOVITEX objectives.
Coordinate workflow within the team, including prioritizing jobs and delegating duties to associates.
Planning & organization - focus resources on critical needs.
Define plans and actions consistent with business needs.
Organize initiatives to achieve optimal results and critical timelines.
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 receptionist team.
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 one-up manager and human resources.
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 and security procedures.
Personnel Management - Performs all functions in Inside Novitex (formerly:
HR Access) to include time and payroll authorization, training approval and vacation approval.
Duties also include hiring and termination authorization, annual reviews, merit increase actions and corrective action plan administration, with approval one-up manager or HR, as needed.
Utilizes technology to perform tasks efficiently and demonstrates the ability to communicate effectively both orally and written.
Understands basic information on core NOVITEX service/solutions offerings to work effectively with manager and others in generating leads for site growth and competitive take-aways.
Financial Performance -Reviews monthly P & L statements for accuracy -Manages expenses -Analyzes asset performance and expenditures Manages revenue of $750,000--$2,490,000 Demonstrates exemplary ethical conduct that establishes an atmosphere of trust and support Recognizes 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 customers Coaches and develops employees to create a positive atmosphere of professionalism and support; provide honest and timely feedback to employees; addresses performance issues with directness and sensitivity Makes fair and equitable hiring decisions that promote workforce diversity while adhering to all applicable regulations Oversees personal development of his/her employees Effectively balances resources to maximize productivity and efficiency Proven experience in a fast-paced, team environment

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