Insight Global is seeking a Service Delivery Manager (SDM) to serve as an on-site leader for a client here in Pittsburgh. The SDM is responsible for the day-to-day management of a team of Insight Global contractors placed at client site and serves as the single point-of-contact for client and project leadership. Working alongside a second SDM, this individual will leverage internal tools to review, improve, and implement new and existing processes; identify, monitor, and report on KPIs and SLAs; and support the on-site team to ensure client satisfaction and program success.
This role will manage a team of around 25 individuals who are conducting a large-scale research study. The team is primarily based in Pittsburgh but also includes team members that will travel throughout the country.
Day-to-Day Responsibility
Day-to-Day Team Management and Morale
o Organize and attend daily and weekly team stand-up and planning meetings
o Create and monitor team coverage schedule to meet program and study needs
o Serve as an escalation point and resource for team
o Coaching and mentoring team members on professionalism
o Collaborate with Insight Global Account Manager and client leadership to plan team morale events each quarter
Performance Management and Professional Development
o Collaborate with client leadership to gather information on team performance
o Conduct monthly 1:1s with all team members; ensure the feedback is provided in a timely manner and performance issues are quickly remedied; support and track continuous improvement goals; create and monitor performance improvement plans as necessary
o Conduct annual performance reviews with all team members; collaborate with team members to develop continuous improvement goals
o Collaborate with Insight Global Account Manager on promotions and pay increases, as available
Process Implementation and Project Management
o Collaborate with peer SDM to leverage internal tools and develop, manage, and monitor processes to support on site team (PTO/OT, scheduling, performance tracking and management, etc.)
o Develop a close, working relationship with client leadership. The SDM will collaborate with client program manager(s) to ensure the success of the study, create new and novel solutions for problems, and support the team
o Help team create and update documentation such as SOPs, runbooks, etc.
Hiring and Onboarding
o Collaborate with client leadership to determine program needs including: writing and regularly reviewing job descriptions; regularly reviewing headcount and resource needs
o Partner with Insight Global Account Manager to conduct interviews with candidates to determine offer eligibility and program fit
o Coordinate with incoming team members prior to their start date
o Coordinate with RLR leadership on provisioning, equipment distribution, badging, and lab access
o Develop and monitor onboarding plans and activities for new team members
KPIs / SLAs
o Work with client leadership to regularly evaluate existing and identify new KPIs / SLAs
o Collaborate with the peer SDM to report on team and program progress bi-weekly and quarterly to Insight Global Account Manager and Evergreen Program Manager
We are a company committed to creating inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity employer that believes everyone matters. Qualified candidates will receive consideration for employment opportunities without regard to race, religion, sex, age, marital status, national origin, sexual orientation, citizenship status, disability, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to
HR@insightglobal.com. The EEOC "Know Your Rights" Poster is available
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Bachelors degree required with at least 5 years of overall work experience
3 years of direct, onsite supervision / management experience of a team greater than 10 people in person
Experience in coaching and mentorship, especially of early-career individuals
Proven ability to work with multiple stakeholders, drive consensus, and report on team progress
Experience building client relationships and creating a good communication structure to gather feedback
Experience and comfort with MacOS and Google Workplace
A collegial spirit and ability to work in a highly collaborative and open work environment (both physically and culturally). Experience improving team morale
Experience creating SOPs, training documents, and/or onboarding plans
Experience interviewing and hiring team members, as well as putting people on performance improvement plans
Experience creating schedules
-Experience leading in a technical environment
Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.