Service Delivery Manager

In this role, you are responsible for managing the delivery of high-quality IT services to assigned clients. This role ensures that service delivery and support processes are efficient, reliable, and aligned with the clients’ business needs. The SDM will manage client relationships, oversee service delivery, and ensure the achievement of service level agreements (SLAs) and key performance indicators (KPIs).

Responsibilities

• Serve as the primary point of contact for clients, fostering strong relationships and ensuring satisfaction with the services provided.
• Oversee the daily operations of the Managed Services team, ensuring timely and effective delivery of IT services.
• Monitor and report on service level agreements, ensuring that all contractual commitments are met or exceeded.
• Monitor and report on ticket metrics, trends, and identify areas for operational improvements.
• Track and analyze performance metrics, implementing strategies to improve service delivery and client satisfaction.
• Ability to report on and manage billable hours and approve invoices as needed.
• Identify opportunities for process improvements, driving initiatives to enhance service quality and operational efficiency.
• Prepare and present regular service delivery reports to clients and senior management.
• Ability to understand, review and approve technical documentation to support delivery.
• Coordinate with Project Managers on active projects that correspond with your clients.
• Work with the larger Managed Services Team to identify solutions to our customers’ everyday needs.
• Develop service management processes and continually assist in enhancing our internal Standard Operating Procedures (SOPs) to support delivery.

Expectations 

• Performance Goals and Metrics
• Workplace Behavior
• Collaboration and Teamwork
• Continuous Learning and Improvement
• Communication
• Work Quality
• Adherence to Deadlines
• Compliance and Security

Preferred Qualifications and Experience

• Minimum of 3 years of experience in IT service delivery management, preferably within a Managed Services Provider environment.
• Strong understanding of IT infrastructure, cloud services, and managed services solutions.
• Excellent verbal and written communication skills, with the ability to effectively interact with clients and stakeholders at all levels.
• Excellent skills in Microsoft PowerPoint, Excel, and PowerBI.
• Strong analytical and problem-solving abilities, with a focus on delivering practical and effective solutions.
• A strong customer-centric approach, with a commitment to delivering exceptional service.

Education

• Bachelor’s degree in Information Technology, Business Administration, or a related field, or commensurate experience.
• ITIL certification is highly desirable.

Position Type and Expected Hours of Work

• Full-Time
• Remote
• 40 hours per week
• Monday through Friday
• Potential for after-hours help if needed

Working Conditions and Physical Requirements

• Prolonged periods of being in a stationary position while working on a computer
• Must be able to move and/or lift up to 40 pounds at times
• Must be comfortable operating a computer and/or other office productivity machinery