National Manager, Service Delivery

National Manager, Service Delivery
MD - Eldersburg

Job Description

All Covered, IT Services Division of Konica Minolta Business Solutions (KMBS), is the leading national IT services company serving SMB to enterprise markets. Offering a wide variety of career opportunities, All Covered is an excellent choice for motivated IT professionals interested in a stimulating and progressive work environment. With over 1,000 employees across the U.S. and Canada, All Covered has a highly skilled team of professionals focusing on superior quality service delivery to our customers. We offer hands-on technical training on the most relevant technologies in the industry and career path advancement in all levels of the company.
Please join us in our exciting growth and pursue a rewarding career with All Covered!

Position Summary
Reporting to the VP of IT Services, the objective of the National Manager of Service Delivery (NMSD) is to develop the appropriate process, standards and tools to enable the successful delivery of service quality to All Covered clients. The NMSD also drives the strategy and incentive programs at a national level for all market based engineers. The NMSD works closely with the market leadership, various departments and client account stakeholders to ensure consistency in the delivery of quality service and to ensure the local leadership have the tools and technical training to identify and facilitate remediation of service quality issues as they arise.

The National Manager of Service Delivery is responsible for:

  • Program leader who is responsible to present thoughtful leadership, vision and plan, coordinate & lead initiatives & activities required to drive quality service activities
  • Strong verbal and written communication skills; ability to work within a matrix organization and influence change
  • Team leadership, ability to develop and mentor the market service delivery leadership teams to accomplish goals
  • Continuous improvement in standards, processes, best practices, and execution related to continuous service improvements
  • Keeping current on the business areas their technical areas of expertise support
  • Development of training material relevant to client service delivery functions

    Duties and Responsibilities
    Functional Leadership
  • Functional support provided to market engineering leadership, ensuring forward progress on monthly, quarterly, and yearly goals
  • Partner with region and market leadership to evolve and optimize the delivery model
  • Partner with the region and market leadership on staff planning/execution
  • Responsible for the creation and maintenance of engineering role job descriptions, advancement criteria used by local market leadership
  • Ensures that team activities align with business objectives, namely quality service delivery activities
  • Anticipates future requirements of the business, and ensures readiness plans are developed to address those requirements
  • Engages or leverages other functional groups or areas of the organization when appropriate
  • Champions a spirit around innovation, continuous improvement and quality

    Project and Opportunity Management
  • Partner with other functional departments and local markets on developing the activities required to increase project opportunity identification and transactional project sales from the local engineering resources

    Job Requirements


  • BA or BS degree or equivalent combination of relevant education and experience
  • 10+ years of work experience in technology, people management, technology consulting, and multiple operating systems network engineering/administration experience
  • Strong Management/leadership experience, managing dispersed and/or Remote teams
  • Proven success at building and working as part of a team
  • Proven dedication to enabling quality through continuous improvement
  • Exhibits strong coaching, decision making and leadership skills
  • Previous I.T. consulting across multiple clients is strongly preferred
  • Experience managing a P&L
  • Excellent verbal and written communication skills.
  • Ability to multi-task and manage multiple priorities
  • Have an entrepreneurial spirit, is a self-starter, and thinks outside of the box
  • Ability to deal with changing priorities to complete tasks in a short period of time
  • Exceptional organizational and time management skills
  • Solid commitment to customer service with good initiative and follow-through

    Internal/External Contacts:
    Daily interaction with variety of clients and engineers (both local and remote). When appropriate, leverage internal expertise and experience across All Covered and Konica Minolta Business Solutions to expand the support area. The NMSD works closely with all of the functional groups in the organization to drive quality service delivery.

    Metrics (Primary)
  • Direct Margin
  • Engineer Retention & Satisfaction
  • Engineering Group Utilization
  • Staff Development & Readiness
  • Field Service Quality & Client Retention

    Working Conditions:
  • Domestic air and/or rail travel: 30% to 60% depending upon need.

    Konica Minolta offers:
  • Competitive compensation program
  • Outstanding benefits package (including medical, dental, life insurance)
  • 401(k) plan with matching company contribution
  • Excellent holiday/vacation plans.
  • Tuition reimbursement.
  • Employee Referral Bonus Program.
  • Ongoing training opportunities.
  • Visible, exciting work supporting the sales of cutting edge technology and workflow solutions.

    Konica Minolta is an equal opportunity and affirmative action employer. We consider all qualified applicants for employment without regard to race, color, religion, creed, national origin, sex, pregnancy, age, sexual orientation, transgender status, gender identity, disability, alienage or citizenship status, marital status or partnership status, genetic information, veteran status or any other characteristic protected under applicable law.

  • Apply Now
    What to expect next.
    + Need Help with the Application Process?
    Konica Minolta endeavors to make this site accessible to any and all end users. If you need accessibility assistance applying for open positions, please call our recruiting department at 201-934-5200. This contact information is for accommodation requests only and cannot be used to inquire about your application status.
    © 2017 Konica Minolta Business Solutions U.S.A.,Inc. All rights reserved.