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Service Delivery Manager at Epiq Class Action & Claims Solutions

Posted in Management 30+ days ago.

This job brought to you by eQuest

Type: Full-Time
Location: Beaverton, Oregon

Job Description:

It's fun to work at a company where people truly believe in what they are doing!

Job Description:

The Service Delivery Manager will track service level agreements for significant clients working across departments to ensure operational success.  The manager will communicate the status of service level agreements and our progress in meeting service level agreements.  The position will prepare client ready reporting that for internal and external parties.  The manager will work closely with the program manager and project managers to make sure all parties are appropriately informed.    The manager will take point on managing specific service level agreement reports, developing metrics to support service level agreements and performing financial impact planning.    

Job Responsibilities

  • Service Level Agreement Management:

    • Tracking Service Level Agreements and managing impact of the agreement on operations

    • Keeping the owners responsible for ensuring service delivery and avoiding penalties

    • Fixing any reliability issues

    • Developing and maintaining regular and timely reporting that supports service level agreements

    • Developing planning models that demonstrate and track the impact of service level agreements


  • Bachelor’s degree and/or advanced degree preferred

  • 10 years in a progressive role or 5-7 years in a manager role

  • Outstanding communication and organization skills. 

  • Continuous improvement, process improvement experience

  • Ability to interact well with people, including in difficult or adverse conditions.

  • Ability to build relationships with managers and front-line employees to influence change.

  • Understanding of legal documents such as court orders and settlement agreements.

  • Understanding of Epiq’s business processes preferred but not required.

  • A self-starter:  someone who is able to work well on own without close supervision.


Integrity – Behaves in an honest, fair and ethical manner; shows consistency in words and actions; does what she/he commits to doing; respects the confidentiality of information or concerns shared by others; is honest and forthright with people; carries his/her fair share of the workload; takes responsibility for own mistakes.

Client Focus – Takes action with the clients, both internal and external, and sees their needs as a primary focus; builds a sustaining collaborative and productive relationship with clients; seeks to understand client situations, issues, expectations, etc.; takes appropriate action to meet client needs and address concerns; implements or utilizes methods to monitor and evaluate client feedback.

Results-Driven – Sets stretch goals for personal and team accomplishment and works tenaciously to achieve those goals; acts with a sense of urgency; takes the initiative on actions; identifies what needs to be done and takes action before being asked; does more than what is normally required in a situation; establishes metrics to monitor progress and measure success; maintains focus by avoiding or overcoming roadblocks.

Entrepreneurial Orientation – Proposes innovative ideas to team members; encourages and supports entrepreneurial behavior in others; demonstrates willingness to take calculated risks to achieve business goals.

Decisiveness – Makes well-informed, effective and timely decisions even when data is limited or solutions produce unpleasant consequences; perceives the impact and implications of decisions; has the ability to make tough decisions.

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!

Epiq and its affiliated companies are Equal Opportunity Employers (EOE). Qualified applicants are considered for employment without regard to age, race, color, creed, religion, sex, national origin, sexual orientation, disability, marital or veteran status or any other category protected under applicable federal, state or local law. In addition Epiq will take affirmative action for minorities, women, covered veterans and individuals with disabilities. If you need assistance or an accommodation during the application process because of a disability, it is available upon request. Epiq is pleased to provide such assistance and no applicant will be penalized as a result of such a request.  Pursuant to relevant law, where applicable, Epiq will consider for employment qualified applicants with arrest and conviction records.