Carousel Industries

  • Service Delivery Manager

    Posted Date 3 months ago(5/29/2018 11:40 AM)
    # of Openings
    Job Location
  • Company Overview

    Carousel Industries is one of the fastest growing IT companies in the US, poised for explosive growth. As a premier IT services firm, we offer an extensive portfolio of services and technologies that span the following areas: unified communications and collaboration, networking, data center, security, and cloud-based solutions. Through our partnerships with leading technology vendors—like Cisco, Avaya, Microsoft, HPE, and Fortinet, for example—Carousel offers innovative IT leadership, consultative, professional, and managed services to help our clients drive transformation within their organization.  Founded in 1992, Carousel serves more than 6,000 customers, including 35 of the Fortune 100. Carousel has been recognized by multiple publications and industry consortiums as a top technology integrator and managed services and cloud solution provider–including the Inc. 500/5000, Healthcare Informatics 100, and CRN MSP Elite 150. Headquartered in Exeter, RI, Carousel has more than 1,400 employees based in 27 offices–with three Network Operating Centers nationwide.

    We are searching for those who are fueled by an inner drive to make a difference and to push their professional and technical capabilities to the next level. If you are someone who wants to become the “go to person” or the “subject matter expert” in your field, then Carousel is the place for you. Ask Carousel employees what makes them stick around for five, 10, or 20 years, and they’ll tell you it’s the brilliant people with whom they collaborate and the opportunities for personal and professional growth.

    In addition to gaining a quantum leap in your technical IQ, Carousel is a fun place with a work hard / play hard mentality and an inspiring culture. Whether it’s assembling a team to compete in the next Tough Mudder or enjoying a summertime BBQ, Carousel employees consider their peers as family. To learn about our team and how you can be part of the Carousel family, find us at, Facebook, Twitter, and LinkedIn.




    Customer Experience Management

    • Develop and maintain effective client relationships, demonstrating enthusiasm, motivation, and care for the customer’s needs and concerns to inspire confidence and foster customer loyalty.
    • Be the single point of contact for Service related issues, escalations and customer inquiries (e.g. new services).
    • Work proactively with customers to understand their business needs and Carousel products & services that may help address those business needs.
    • Manage existing process and procedures and implement Service improvement plans accordingly to improve customer service, increase productivity and improve quality.
    • Proactively communicate, coordinate & facilitate interactions with Customer, Sales and Service teams to provide full scope of services based on contractual obligations.
    • Coordinate with Sales to conduct Business Reviews with clients.
    • Communicate with Sales on overall customer status, incidents, and renewal opportunities.
    • Provide customer dashboards and reports

    Service Management

    • Coordinate and oversee service delivery, support, and communication.
    • Develop and manage a communication plan for major incidents.
    • Assess business impact of serious, complex outages and/or problems and take appropriate actions via collaboration with Service personnel.
    • Analyze trends and develop proactive measures to gain service improvements and avoid recurrence of issues.
    • Monitor Carousel compliance with SLA/SLR’s and manage service delivery teams to meet contract obligations.
    • Conduct regularly scheduled service performance review meetings with customer.
    • Understand and ensure compliance with all contractual obligations in regards to scope, terms, conditions, service level agreements, etc.
    • Ensure internal customer documentation and information is kept up to date and accurate.



    Qualifications and Education Requirements

    Education: BA/BS                               

    Years of Experience: 7-10


    Technical Skills:

    • Broad spectrum technical acumen required, built across multiple disciplines with specialization in one or more related area

    Business Skills:

    • The ideal candidate will have a track record of building client loyalty through service excellence in a managed or outsourced service orientated environment
    • Current knowledge of common industry standard delivery models, such as, ITIL, 4DX, PMI
    • Ability to communicate clearly up and down the technical and business hierarchy, from technician to CIO/CFO

    Additional Skills:

    • 5-7 years’ work experience in a related field with demonstrated increased areas of responsibility
    • Demonstrated understanding of new business proposal / business development lifecycle required
    • Demonstration of working understanding or certification in ITILv3 Foundations basic principles

    Success Factors:


    30 Days

    • Schedule and coordinate Quarterly Business Review with assigned client(s)
    • Review incident, problem and change history for your assigned client(s), review with your manager observed trends, growth areas, data gaps
    • Review and deeply understand the contract, terms and obligations that relate to your assigned client(s)

    60 Days

    • Schedule and coordinate Quarterly Business Review with assigned client(s)
    • Using provided reporting and client feedback, understand any SLA or client loyalty improvement opportunities. If needed, create a Service Improvement Plan (SIP) to improve the client experience

     90 Days

    • Schedule and coordinate Quarterly Business Review with assigned client(s)
    • Execute any Service Improvement Plans (SIP’s) created, measure improvements made. Review progress internally and with your client(s)

    Carousel Industries is an affirmative action equal opportunity employer. Carousel Industries will not discriminate in employment and recruitment on the bases of race, ethnicity, creed, color, national origin, sex, sexual orientation, or any other legally protected group.



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