Firmwide Outsourced Solutions and Managed Services Director, Service Delivery Lead - Location Flexible

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Job description

We are the leading provider of professional services to the middle market globally, our purpose is to instill confidence in a world of change, empowering our clients and people to realize their full potential. Our exceptional people are the key to our unrivaled, inclusive culture and talent experience and our ability to be compelling to our clients. You'll find an environment that inspires and empowers you to thrive both personally and professionally. There's no one like you and that's why there's nowhere like RSM.

All locations may be considered for this position with hybrid flexibility.

Firmwide Outsourced Solutions and Managed Services Director, Service Delivery Lead

RSM is a leading provider of audit, tax, and consulting services to middle-market businesses and entrepreneurs across a broad range of industries. RSM's Outsourced Solutions and Managed Services team provides a strategic bridge between business development, practice leadership, customers, and internal operations. This newly created team offers the opportunity to work in a startup type environment and help build the offering from the beginning and help shape the future of the Managed Services Practice. We are currently seeking a Service Delivery Lead for our Managed Services Practice.

A Service Delivery Lead plays a pivotal role in ensuring the seamless delivery of services to clients. This role involves managing service delivery teams, maintaining client relationships, and ensuring that services meet or exceed client expectations. Strong leadership, communication, and problem-solving skills are essential for driving service excellence and continuous improvement.

Key Responsibilities:

Oversee the delivery of services to clients, ensuring high levels of satisfaction.

Manage and lead service delivery teams, providing guidance and support.

Develop and maintain strong client relationships, acting as the primary point of contact.

Monitor service performance metrics and implement improvements as needed.

Ensure compliance with service level agreements (SLAs) and contractual obligations.

Conduct regular service reviews with clients and internal stakeholders.

Identify and mitigate risks to service delivery.

Collaborate with other departments to resolve service-related issues.

Drive continuous improvement initiatives to enhance service quality and efficiency.

Prepare and present service performance reports to senior management.

Key Deliverables:

Service performance reports and dashboards.

Client satisfaction surveys and feedback reports.

Service level agreement (SLA) compliance reports.

Risk assessment and mitigation plans.

Continuous improvement plans and implementation reports.

Training and development plans for service delivery teams.

Required Skills and Qualifications:

Bachelor's degree in Business Administration, or related experience.

Minimum of 5 years of experience in service delivery management or a related role.

Proven leadership and team management skills.

Excellent communication and interpersonal skills.

Strong analytical and problem-solving abilities.

Proficiency in service management tools and software (e.g., ITIL, ServiceNow).

Ability to work independently and collaboratively within a team.

Experience with project management methodologies (e.g., Agile, Scrum) is a plus.

Strong attention to detail and ability to manage multiple priorities.

At RSM, we offer a competitive benefits and compensation package for all our people. We offer flexibility in your schedule, empowering you to balance life's demands, while also maintaining your ability to serve clients. Learn more about our total rewards at .

As an Affirmative Action and Equal Opportunity Employer all applicants will receive consideration for employment as RSM does not tolerate discrimination and/or harassment based on race; color; creed; sincerely held religious beliefs, practices or observances; sex (including pregnancy or disabilities related to nursing); gender (including gender identity and/or gender expression); sexual orientation; HIV Status; national origin; ancestry; familial or marital status; age; physical or mental disability; citizenship; political affiliation; medical condition (including family and medical leave); domestic violence victim status; past, current or prospective service in the US uniformed service; US Military/Veteran status; pre-disposing genetic characteristics or any other characteristic protected under applicable federal, state or local law.

Accommodation for applicants with disabilities is available upon request in connection with the recruitment process and/or employment/partnership. RSM is committed to providing equal opportunity and reasonable accommodation for people with disabilities. If you require a reasonable accommodation to complete an application, interview, or otherwise participate in the recruiting process, please call us at (phone number removed) or send us an email at .

RSM does not intend to hire entry level candidates who will require sponsorship now OR in the future (i.e. F-1 visa holders). If you are a recent U.S. college / university graduate possessing 1-2 years of progressive and relevant work experience in a same or similar role to the one for which you are applying, excluding internships, you may be eligible for hire as an experienced associate.

RSM will consider for employment qualified applicants with arrest or conviction records in accordance with the requirements of applicable law, including but not limited to, the California Fair Chance Act, the Los Angeles Fair Chance Initiative for Hiring Ordinance, the Los Angeles County Fair Chance Ordinance for Employers, and the San Francisco Fair Chance Ordinance. For additional information regarding RSM's background check process, including information about job duties that necessitate the use of one or more types of background checks, .

At RSM, an employee's pay at any point in their career is intended to reflect their experiences, performance, and skills for their current role. The salary range (or starting rate for interns and associates) for this role represents numerous factors considered in the hiring decisions including, but not limited to, education, skills, work experience, certifications, location, etc. As such, pay for the successful candidate(s) could fall anywhere within the stated range.

Compensation Range: $122,300 - $245,900

Individuals selected for this role will be eligible for a discretionary bonus based on firm and individual performance.

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