The Service Delivery Manager (SDM) will ensure successful delivery of Managed Service solutions.
This includes new clients being onboarded, and existing clients that are in steady state.
The SDM will work with clients to ensure delivery of key performance items within a Managed Service Agreement are meeting or exceeding the customer expectations as defined.
The SDM will coordinate regularly scheduled meetings with Managed Service customers to deliver monthly reporting metrics, review current activity, address any items or concerns, and be the liaison between customer and technical delivery team.
This position will work closely with the Sales Teams to understand Client business objectives and how the Managed Services can align and support to those outcomes.

Requirements

Bachelor’s degree from an accredited university required.
A minimum of 7 years’ overall job experience in Information Technology with a minimum of 3 years’ experience in client-facing roles within Managed Services or ITSM leading QBRs, CSAT initiatives, and cross-functional service delivery.
Strong leadership experience and ability to build collaborative working environments.
Team player mentality and experience building relationships with various stakeholders within an organization.
Able to adapt to the different and unique work style of Project Managers, engineers, consultants, sales people and executives.
Must have strong, demonstrated experience in the following areas:
Leadership – building relationships across organizations and utilizing those relationships to collaborate.
Process – developing processes, helping resources learn to follow processes while still being able to innovate and be creative.
Sales – partnering with sales team to balance cost, time and quality in developing statements of work.
Financial acumen – understanding of gross profit, net income and other business financial terms and formulas.
Problem Solving – leverage relationships, customer skills, business acumen and creativity to solve problems.
Risk Management – evaluating a project either in any phase (sales through delivery) to assess, prevent or manage risk.
Have a creative, innovative and entrepreneurial attitude.
Ability to complete multiple tasks concurrently and deliver results under timelines and pressure.

Benefits

Comprehensive medical, dental and vision plans for you and your dependents
401(k) Retirement Plan with Employer Match, 529 College Savings Plan, Health Savings Account, Life Insurance, and Long-Term Disability
Competitive Compensation
Training and development programs
Major offices stocked with snacks and beverages
Collaborative and cool culture
Work-life balance and generous paid time off

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

Managed ServicesITSMQBRsCSAT initiativesservice deliveryprocess developmentfinancial acumenrisk managementproblem solving

Soft Skills

leadershipcollaborationrelationship buildingadaptabilityteam playercreativityentrepreneurial attitudemultitaskingtime managementresults-oriented

Certifications

Bachelor’s degree