Service Delivery Manager II

Service Delivery Manager II
US - MI - Southfield

Who we are

For 30+ years, Stefanini has been helping midsize, large and global enterprises increase the efficiency of their IT operations while also helping them leverage information technology to empower their businesses. Our offers include efficient, cost-reducing and effective services (IT Infrastructure Outsourcing, End-User Computing Outsourcing, Application Managed Services, and Mainframe Modernization). With robust offerings aligned with market trends such as automation, cloud, Internet of Things (IoT) and user experience (UX), the company has been recognized with several awards in the area of innovation. Today, the company has a broad portfolio of solutions that combine innovative consulting, marketing, mobility, personalized campaigns and artificial intelligence services for traditional solutions such as service desk, field service and outsourcing (BPO). We have over 25,000 employees across 77 offices in 41 countries across the Americas, Europe, Africa, Australia, and Asia.

What will you do?


  • Act as SPOC (Single Point of Contact) for clients
  • Responsible for day to day delivery of Service Desk
  • Provide leadership, direction, coaching/mentoring of direct reports
  • Utilize all available tools for:
    • Ensuring contractual deliverables are met
    • Manage Scope of Work
    • Changes of Scope
  • Ensure direct reports complete job tasks and required documentation (Service Desk tickets, status reports, etc.)
  • Ensure all Stefanini employees follow the applicable Stefanini handbook
  • Drive Continuous Improvement
  • Create cohesive team environment through consistent management
  • Queue monitoring / management – ensure workload is balanced
  • Attend all required meetings and conference calls
  • Adhere to Project Quality Process
  • Approve/Decline employee vacation requests within one business day


  • Host weekly client meetings
  • Coordinate weekly project updates with management and direct reports
  • Hold weekly team meetings with your staff as required
    • Meeting minutes must be posted and available to team within one business day
    • Action items will be recorded and followed up on at the beginning of each staff meeting


  • Verify timesheets from direct reports have correct billing codes and approved in a timely manner


  • Assign a minimum of one training course or project to develop employees’ skills (to be tracked on monthly one on one)
  • Ensure team members resume, skill-set, company asset, and training records are updated on Stefanini intranet
  • Review and update all team contact lists
  • Complete the active list
  • Review and follow all applicable iDoc documents for Deskside and your own department
  • Review and recertify if necessary any employees certifications
  • Review budget
  • Complete monthly billing


  • Performance evaluations conducted annually based on parameters set by Stefanini Human Resources
  • Responsible for working with Manager to apply eMerit

As Required

  • Responsible for gathering requirements of work requested outside of our scope of responsibility (Special Projects)
  • Responsible for working with Manager and Human Resources on all LOA and tuition reimbursement requests
  • All tasks must be completed within the allocated timeframe without the need for reminders
  • Complete all required Manager Training per the departmental training matrix
  • Responsible for working with Team Leader and Human Resources for hiring and disciplining direct reports
  • Enforcing Entry/Exit Procedures when gaining or losing an employee with Team Leaders
  • Participate in Stefanini Focus Groups when requested/or available
  • Prior to vacation, update your calendar and voicemail, notify your team, customer, manager, and turn on your “Out of Office Assistant” in Outlook

What do you need to succeed?

  • Bachelor’s degree or four year equivalent preferred
  • Minimum of 6 years’ experience working in management IT role
  • Financial Management Experience
  • In-depth understanding of IT industry dynamics
  • Critical thinking and problem solving skills
  • High tolerance/evolved ability to lead and manage ambiguous situations
  • Excellent relationship skills
  • Superior verbal, written, facility and presentation skills
  • Collaboration and team leadership abilities
  • Effective time and project management skills
  • ITIL Foundations experience a plus
  • Strongly preferred: Experience in retail service desk, field services

What you’ll get

  • Work with brilliant minds, often within a global capacity;
  • Comprehensive Benefits package that includes 401(k), paid time off, tuition reimbursement, medical, dental and vision insurance, and much more;
  • Opportunity to participate in professional development eLearning programs within the Stefanini University, and other virtual training as well.

Why we’re different

  • Brazilian and privately owned company;
  • Agility, flexibility, and innovation are in our DNA;
  • Flat organizational structure which enables faster communication and decision making;
  • Open floor plan environment where collaboration is highly encouraged!

Take a look for yourself

Here's one of our own, talking about the culture, space and growth opportunities:

This position is based out of our North America / APAC Corporate office at 27100 W 11 Mile Road, Southfield, MI 48034. 

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