Service Delivery Manager; Hybrid in Baltimore​/Towson

Description

Klik Solutions is an equal opportunity employer and complies with all applicable federal, state, and local laws prohibiting discrimination in employment. In all hiring and employment practices, Klik Solutions does not discriminate against any employee or applicant based on race, color, religion, sex, sexual orientation, gender identity, gender expression, age, national origin, citizenship status, disability, genetic information, marital status, veteran status, or any other protected characteristic under applicable law.

Consistent with the Americans with Disabilities Act (ADA), Klik Solutions is committed to providing reasonable accommodations to qualified applicants and employees with disabilities. If you need assistance or accommodation due to a disability, please contact [HR contact information]. All requests for reasonable accommodation will be evaluated on a case-by-case basis in accordance with applicable laws.

Klik Solutions has evolved far beyond its origins as a Managed Services Provider (MSP). Today, we are a comprehensive technology solutions provider offering a broad spectrum of services, including digital marketing, data services, software and application development and integration, compliance, security solutions, and cloud expertise.

We partner with our clients to provide end-to-end technology solutions, helping them thrive in the digital era through robust IT structures, strategic digital marketing, data-driven insights, regulatory compliance, security measures, and seamless software and application integration.

The Service Delivery Manager (SDM) serves as the primary point of contact for assigned clients, owning both the client relationship and the coordination of service delivery. This role ensures that client needs are clearly understood, communicated internally, and successfully executed in alignment with scope, timelines, and expectations.

The SDM works cross-functionally with Support, Field Services, and internal teams to ensure a seamless client experience and consistent delivery outcomes.

• Serve as the primary point of contact for assigned client accounts
• Build and maintain strong, long-term client relationships
• Understand client business needs, priorities, and risks
• Provide clear, proactive communication regarding service status, updates, and issues
• Address client concerns and resolve conflicts in a timely and professional manner
• Proactively identify at-risk clients and bring visibility to leadership when concerns arise (e.g., repeated ticket issues, poor execution, ongoing dissatisfaction)

• Translate client needs into actionable requests for internal teams
• Coordinate with Support, Field, and other departments to ensure proper execution
• Monitor progress of tickets, requests, and projects related to assigned clients
• Ensure deliverables align with agreed scope, timelines, and expectations
• Identify patterns of recurring issues or breakdowns in delivery and elevate appropriately

• Set clear expectations with clients regarding timelines, scope, and outcomes
• Communicate delays, risks, or changes proactively
• Ensure clients are consistently informed and aligned
• Act as the voice of the client internally, ensuring concerns are clearly understood and addressed

• Monitor for stalled or at-risk tickets and requests
• Escalate issues internally when progress is delayed or blocked
• Follow through to ensure resolution and client satisfaction
• Escalate systemic issues impacting client experience (e.g., tickets completed incorrectly, repeated service failures)
• Act as the client advocate internally while maintaining alignment with company processes

• Identify gaps in processes and workflows based on client experience
• Example:
  Missing or ineffective onboarding processes (e.g., new user setup issues)
• Provide structured feedback to Service Operations Manager and leadership to improve service delivery
• Flag recurring issues where processes need to be refined,…