Service Delivery Manager

Service Delivery Manager

Location: Detroit, MI

Duration: 2+ Year contract

Overview: The Service Delivery Manager owns the health, governance, and client relationship for a managed application support and delivery engagement staffed as an integrated onshore/offshore POD. This role is the single point of accountability for service performance — running the operating cadence, owning SLA and KPI reporting, managing escalations, and coordinating the transition from onboarding into steady-state delivery. Success is measured by predictable, high-quality support and delivery outcomes and a strong, trusted client partnership.

• Own overall service delivery, SLA/KPI performance, and the operating rhythm (daily, weekly, monthly, and quarterly reviews) across support and project delivery lanes.
• Serve as the primary escalation point and client liaison, managing risks, priorities, dependencies, and communications for critical incidents and delivery commitments.
• Lead the transition from knowledge transfer through stabilization to steady state, coordinating onshore leads and offshore teams and validating readiness against sign-off criteria.
• Govern backlog and capacity planning, balancing fixed support demand against flexible project delivery and ensuring work is prioritized, scoped, and staffed appropriately.
• Produce service reporting, financial forecasts, and continuous-improvement plans, and drive accountability across the team for quality, documentation, and process discipline.

• 8+ years in IT service delivery, managed services, or application support/delivery management, including ownership of SLAs and client-facing governance.
• Proven experience leading distributed onshore/offshore teams and coordinating both run/support (ITIL-style) and change/project (Agile/Scrum) delivery.
• Strong command of service management practices — incident, problem, and release management, backlog governance, and KPI/SLA reporting.
• Excellent stakeholder management, communication, and escalation skills, with the ability to translate operational performance into business terms for senior stakeholders.
• Bachelor's degree in a technical or business discipline (or equivalent experience); relevant certifications (ITIL, PMP, or Scrum) preferred.