Service Delivery Manager of People Experiences (US, Onsite)

Location: United States Client Office (Onsite)

Onsite Locations Available: California (Fremont), Georgia (Atlanta), Colorado (Denver)

This position requires you to be on-site five times per week.

Salary: Up to $160K base + 15% performance bonus DOE & Geographic Location

A little bit about us:

Applied Value Technologies is an early-stage, mission-driven venture revolutionizing the way companies view IT productivity. We help our customers scale with next-generation application services that accelerate user productivity through enhanced automation and a highly personalized user experience. Our goal is to be a trusted partner, collaborating with customers to design and implement user-centric, technology-enabled support solutions at scale.

About the Role:

The Service Delivery Manager (SDM) for Application Support is responsible for the end-to-end management of critical application services within the People Experience organization. This role involves overseeing daily support activities, leading the application support team, and ensuring high-quality technical support and customer satisfaction. The SDM collaborates with leadership to develop strategic plans, address issues, and drive continuous improvement, ensuring timely and effective service delivery.

About You:

• Familiar with end-to-end Customer/IT support processes 
• Adjusts easily to new or changing circumstances.
• A collaborative utility player mentality (low ego) with a proactive sense of curiosity
• Focuses on achieving results that promote business success.
• Demonstrate proactive and professional communication skills with all stakeholders and partners
• Maintain a professional, adaptable, and respectful manner
• Provide high quality service to all users  

Responsibilities: 

• Own the scope of work for application support, including planning, organizing, and supervising support activities.
• Build strong relationships within the support team, driving engagement and collaboration.
• Collaborate with leadership to develop strategic plans and manage escalations effectively.
• Continuously measure and report on the performance of the support team, ensuring adherence to SLAs.
• Train and coach L1 and L2 team members to maintain high levels of customer satisfaction.
• Identify opportunities to improve support experience and KPI performance.
• Oversee communication with stakeholders to ensure issues are resolved effectively.
• Ensure strict adherence to change management and release management processes.
• Identify and mitigate risks to client systems and services, proactively addressing potential issues before they escalate.
• Maintain comprehensive documentation of production support procedures, incidents and resolutions, and provide regular reports to stakeholders.

Your Expertise:

• Bachelor’s in Information Technology, Business or a related field preferred
• 8-10+ years of overall experience within IT Service Delivery and/or People Management within an IT related field supporting enterprise clients
• 5+ years of IT Management with enterprise clients.
• 5+ years of experience with Workday HCM/HRM and managing a 24/7 production support environment with global teams.
• Proven leadership experience in a 24x7 Fortune 500 operation supporting enterprise software and systems.
• Expertise with end-to-end HR processes and workflows (HRM, compensation, benefits, engagement, talent management, etc.
• Expertise in large application support environments
• Strong data analysis experience
• Proficiency in change management and release management
• Executive communication and Presentation skills
• Ability to work in an onsite office setting 100% of the time

We’ve got you covered:

• Competitive salary + performance bonus
• Unlimited paid leave
• 100% employer - paid healthcare benefits (medical, dental vision)
• Sick leave accrual
• 100% paid parental leave - up to 16 weeks
• $1,200 Learning & development allowance (annually)
• $1,200 Health & Wellness allowance (annually)
• Employee referral program
• 401k match up to 4%
• 12 paid holidays annually

Applied Value is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information. Hiring is contingent on candidate verifying their eligibility to work in the United States and passing a complete background check.