Company Summary:

Softrim is the leader in providing full technology services and consulting to the growing senior housing industry. Our services span managed IT services, networking, A/V, life safety, surveillance, and more, as well as low-voltage construction and design services. We have offices in Estero FL (HQ), Alpharetta GA, and Dallas TX with major clients all over the country.

Job Summary:

The Service Delivery Manager is an in-office position responsible for managing a large, institutional client and working internally with cross functional delivery and support teams. The SDM will conduct technology alignments following company standards, best practices, processes, and procedures to keep the client operating at their highest efficiency.

Responsibilities:

• Cultivate a strong technical and business relationship with assigned client's point-of-contacts and leadership/executive teams.
• Act as the client advocate when working with cross functional delivery/support teams and vendors.

• Evaluate, recommend, and execute new technologies and vendors in conjunction with the CIO, Cloud Services, and Cybersecurity teams to ensure optimal infrastructure and network performance.
• Identify technical risk within assigned client environments and work directly with the CIO to remediate these risks.

• Develop and maintain technical knowledge of the assigned client environments.
• Proactively review ticket history, notes, and service delivery metrics for assigned client to identify recurring issues and minimize reactive issues.
• Collaborate with senior engineers to resolve complex issues.

• Define and implement client’s approach to patching and BCDR and perform periodic quality assurance checks.
• Assist client with compliance requirements for HIPAA, SOX, insurance, and audits.
• Prepare training and how-to materials for client’s end-users in conjunction with technology rollouts.

• Prepare annual capital and operating technology budgets for assigned client.
• Conduct Quarterly Service Reviews with client POC.

• Utilize Softrim’s internal tools for environment documentation, project management, and work tracking.
• Assist with confirming tech AP invoices.
• Maintain open communication on outstanding or critical issues and client follow-up.

• Other duties as assigned.

Requirements:

• This is an in-office, in-person position at client's corporate headquarters in Ft. Myers / Estero area.
• Bachelor’s degree or higher in a related field of study.
• At least 10 years of IT Director / Consultant experience.

• Strong knowledge in all aspects of Microsoft 365 platforms including Azure AD, Intune, Exchange Online, SharePoint, and Teams.
• Strong experience with core network infrastructure including wireless controllers, access points, routers, firewalls, and network switches.
• General knowledge in 2FA/MFA and MDM.

• Travel to client locations as needed.

Desired Skills:

• Assertive and skilled at building relationships and influencing stakeholders at all levels.
• Strong management skills with the ability to coach and lead.
• Professionalism, leadership, discretion, and good judgment in all interactions with co-workers, clients, vendors, and others.

• An ability to think critically about client systems and to make upgrade recommendations.

• Exceptional organizational skills.
• Demonstrates excellent verbal and written communication skills.

Supervisor: Reports directly to CIO.

Employment Terms: Full-time, Exempt, Salary. In-Office. Eligible for benefits (medical, dental, vision, life, AD&D, disability) and 401(k) after introductory period. Typical business hours are 8am-5pm, Monday thru Friday, excluding company-observed holidays. Some weekend and after-hours work is required, as well as some travel.