Service Delivery Manager
Arctiq
full-time
Posted on:
Location Type: Remote
Location: Remote • California • 🇺🇸 United States
Visit company websiteSalary
💰 $100,000 - $115,000 per year
Job Level
Mid-LevelSenior
Tech Stack
CitrixCloudPMP
About the role
- Serve as the main point of contact for clients, ensuring consistent communication and satisfaction while aligning services with business goals.
- Oversee the end-to-end delivery of program initiatives within a client's account.
- Manage service delivery to meet contract terms, including defining, establishing, and improving delivery processes and best practices.
- Optimize and monitor KPIs and SLAs, driving continuous improvement in service delivery.
- Oversee and own all financial aspects of this operation, including timesheet preparation and approvals, monthly billing, and forecasting.
- Ensure accurate allocation of team hours to the appropriate projects or operational activities.
- Lead and direct cross-functional delivery teams to ensure smooth execution and timely delivery, collaborating closely with Citrix SME.
- Oversee and manage Citrix-related projects within the MSP scope, ensuring timely and successful delivery.
- Handle escalations and challenging personalities with professionalism and tact.
- Drive or participate in critical incident resolution, problem management, and change management processes.
- Conduct regular service reviews, reporting on performance metrics, and improvement plans.
- Drive ITIL best practices across incident, problem, and change management processes.
- Identify and drive opportunities for improvement in service quality and efficiency.
- Present weekly status updates to internal leadership.
- Deliver monthly status reports to customer leadership.
- Conduct Quarterly Business Reviews (QBRs) with customer leadership.
Requirements
- ITIL Foundation certification (Intermediate or Expert preferred).
- Proven experience in service delivery management within an MSP environment.
- Strong understanding of Citrix technologies (Citrix Virtual Apps and Desktops, Citrix Cloud, etc.).
- Excellent stakeholder management and communication skills.
- Ability to manage complex situations and personalities effectively.
- Strong organizational and leadership skills with experience managing technical teams.
- Must be willing to work PST hours.
- Hands-on experience with Citrix administration or engineering preferred.
- Familiarity with project management methodologies (Agile, PMP, etc.) preferred.
- Experience in performance reporting and data-driven decision-making preferred.
- Experience with BMC Remedy is preferred.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
service delivery managementCitrix Virtual AppsCitrix DesktopsCitrix CloudCitrix administrationCitrix engineeringperformance reportingdata-driven decision-makingproject management methodologiesITIL best practices
Soft skills
stakeholder managementcommunication skillsorganizational skillsleadership skillsproblem managementchange managementconflict resolutioncontinuous improvementteam managementcustomer relationship management
Certifications
ITIL Foundation certificationITIL Intermediate certificationITIL Expert certification