About Us
Clayco is a full-service, turnkey real estate development, master planning, architecture, engineering, and construction firm that safely delivers clients across North America the highest quality solutions on time, on budget, and above and beyond expectations. With $5.8 billion in revenue for 2023, Clayco specializes in the art and science of building, providing fast track, efficient solutions for industrial, commercial, institutional, and residential related building projects.
The Role We Want You For
As a Service Delivery Manager, you will lead the Service Delivery team, which includes sub-teams that focus on End User Support and Endpoint Management. You will be responsible for ensuring the efficient delivery of IT services to meet business needs while driving continuous improvement and maintaining high levels of customer satisfaction. This role requires exceptional leadership and communication skills, with a focus on enhancing service delivery methodologies, ensuring compliance with SLOs, and mentoring team members.
The Specifics of the Role
- Lead and mentor the End User Support and Endpoint Management teams, comprising 17 team members, while fostering a collaborative, high-performing work culture that emphasizes accountability, customer focus, continuous learning, and professional growth.
- Oversee IT service delivery for 3500+ users and devices, ensuring SLO compliance and proactive incident resolution.
- Develop and execute strategies to optimize service delivery efficiency, leveraging automation and industry best practices, while monitoring and analyzing KPIs to identify areas for improvement.
- Build strong relationships with stakeholders to understand their needs and ensure exceptional service delivery.
- Drive incident and problem management processes to ensure timely resolution and root cause analysis.
- Manage the lifecycle of endpoint devices, ensuring compliance with security and operational standards.
- Collaborate with IT leadership to align service delivery and endpoint management with broader organizational strategies and initiatives.
- Develop and manage the service delivery budget, balancing cost efficiency with operational excellence.
- Stay updated on industry trends and emerging technologies to enhance service delivery practices.
Requirements
- Bachelor's degree in Computer Science, related field, or equivalent experience.
- 4+ years of experience in IT service delivery management, with a focus on end user support and endpoint management.
- Proven experience managing and mentoring IT support teams, driving performance and accountability.
- Strong understanding of IT Service Management (ITSM) frameworks, such as ITIL, and incident/problem management processes.
- Excellent problem-solving and decision-making skills, with the ability to thrive in high-pressure situations.
- Strong communication and interpersonal skills, with the ability to effectively interact with technical and non-technical stakeholders.
- Familiarity with endpoint management tools and technologies (e.g., Intune, SCCM, JAMF, or equivalent).
- Experience with budget management and resource planning.
- Knowledge of automation tools and methodologies to streamline service delivery processes preferred.
- Understanding of modern endpoint security and compliance practices.
- Certifications preferred: ITIL, PMP, or related credentials.
Some Things You Should Know
- Our clients and projects are nationwide – Travel will be required.
- No other builder can offer the collaborative design-build approach that Clayco does.
- We work on creative, complex, award-winning, high-profile jobs.
- The pace is fast!
Why Clayco?
- 2024 Best Places to Work – Chicago Business Journal, St. Louis Business Journal, Los Angeles Business Journal, and Phoenix Business Journal.
- 2024 ENR Midwest – Midwest Contractor (#1).
- 2024 ENR Top 100 Design-Build Firms – Design-Build Contractor (Top 5).
- 2024 ENR Top 100 Green Contractors – Green Contractor (Top 5).
Benefits
- Discretionary Annual Bonus: Subject to company and individual performance.
- Comprehensive Benefits Package Including: Medical, dental and vision plans, 401k, generous PTO and paid company holidays, employee assistance program, flexible spending accounts, life insurance, disability coverage, learning & development programs and more!
Compensation
The salary range for this position considers a wide range of factors in making compensation decisions including but not limited to: Education, qualifications, skills, training, experience, certifications, internal equity, and location. Compensation decisions are dependent on the facts and circumstances of each case.