Service Delivery Manager; SDM

The SDM is responsible for providing support and excellence in service delivery for all Managed Services clients. The ideal candidate will have a strong understanding of service management principles and practices, project management, as well as ITIL Foundation certification. They will also be technically adept and willing to learn about new technologies.

• Service Management
  • Oversee the delivery of services to clients or customers, ensuring they meet the contracted service levels (SLAs), performance metrics, and quality standards.
  • Coordinate with internal teams (e.g., IT, operations, support) to ensure services are delivered efficiently and effectively.
  • Monitor and report on service performance and identify areas for improvement.
  • Handle escalated issues, acting as the point of contact for resolving complex customer concerns or service-related problems.
• Client Relationship Management
  • Develop and maintain strong relationships with clients, acting as the primary point of contact for service delivery issues.
  • Ensure regular communication with clients to update them on service status, performance, and any changes.
  • Conduct regular client meetings to review service delivery, address concerns, and discuss potential improvements or changes.
• Team Leadership and Collaboration
  • Lead and motivate service delivery teams, ensuring they are equipped to meet service expectations and provide quality support.
  • Collaborate with other departments (e.g., sales, technical support, product development) to ensure seamless service delivery.
  • Provide coaching, training, and guidance to team members as necessary.
• Performance Monitoring and Reporting
  • Monitor and track service delivery performance through metrics such as uptime, response times, and customer satisfaction.
  • Prepare and present regular performance reports to senior management and clients.
  • Identify trends or recurring issues and implement solutions to improve service delivery.
• Process Improvement
  • Evaluate and refine service delivery processes to enhance efficiency, reduce costs, and improve service quality.
  • Suggest and implement process changes to increase client satisfaction and optimize operational efficiency.
• Proactively identify potential risks to service delivery and develop mitigation strategies.
• Ensure compliance with industry standards, internal policies, and regulatory requirements.

• Customer-focused mindset.
• Strong leadership abilities and experience managing cross-functional teams.
• Analytical and data-driven approach to performance improvement.
• Ability to work collaboratively in a fast-paced, dynamic environment.
• Experience working within or in service of a MSP, VAR or IT consultancy
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This role is critical in ensuring that customers receive high-quality service and that the business delivers on its promises in a timely, efficient, and cost-effective manner.

• Bachelor’s degree in a related field (e.g., information technology, business administration).
• 3-5 years of experience in service delivery, project management or IT support role.
• Strong understanding of service management principles and practices.
• Experience with managing SLAs and KPIs.
• Technical aptitude and ability to learn new technologies.
• Excellent verbal and written communication skills.
• Ability to manage multiple clients plus work independently and as part of a team.
• Proficient in Microsoft applications (especially Excel).
• Knowledge of Microsoft Power BI is a plus.
• Experience with service management tools (e.g., Autotask, Logic Monitor, etc.) is a plus.

The anticipated salary range for this position is $80,000-$100,000 annually. Actual compensation will be determined based on factors such as skills, experience, qualifications, and location.

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