Service Delivery Manager

Overview

The Service Delivery Manager position is responsible for delivering our IT managed services portfolio to clients with the support of a cross functional team. This role involves helping design

DATA safeguard our revenue, retain our clients, grow our accounts, and spearhead projects to modernize client infrastructure.

• Manage 8 to 12 client accounts with the support of a dedicated cross functional team.
• Drive contract renewal and project sales activities within assigned accounts to meet service renewal and expansion targets, to include cultivating leads and generating and presenting proposals.
• Motivate clients to adopt design
  
  DATA infrastructure and IT offerings.
• Analyze clients’ environments and needs regularly to identify new sales opportunities.
• Meet with clients regularly to ensure satisfaction with our services.
• Establish and maintain key relationships with our clients.
• Obtain, evaluate, and select quotes from vendors and partners to meet client needs.
• Ensure both the company and clients adhere to contract terms.
• Plan and organize daily activities related to operations and customer service.
• Coordinate and manage client equipment acquisition and scheduled maintenance.
• Act as the client's authorized representative as needed for other technology vendors.

• Communicate and escalated issues as needed with the senior leadership team.
• Act as the point of contact for client concerns and escalated issues appropriately.
• Identify and promote opportunities to improve the process and scale of service delivery.
• Schedule client meetings and build strong teamwork.
• Resolve client technical issues through incidents, bug & infrastructure and keep the organization focused on best outcome in high priority deliver.
• Act as Incident Manager for incidents to logging and debugging across the lines service delivery.
• Act as Incident Manager for incidents and user escalations across the organization.
• Support client incident resolution, coordinated change management and incidents in service delivery.

• Meet with internal stakeholders to define project milestones and deliverables.
• Plan and schedule resources for project development cycles.
• Coordinate with client stakeholders to ensure timely delivery and alignment with business goals.
• Manage project budgets and timelines, and report status to senior leadership.
• Identify and mitigate project risks and issues.
• Ensure adherence to quality and compliance standards throughout the project lifecycle.
• Lead cross‑functional teams to deliver on project scopes and deliverables.
• Communicate project progress and challenges to stakeholders.
• Drive continuous improvement of project management processes.

• Bachelor’s degree or related experience in Information Technology, Computer Science, or a related field.
• 3+ years of experience in IT service delivery or related roles.
• Experience with IT infrastructure management, including network, servers, and cloud services.
• Excellent communication and client‑management skills.
• Strong analytical and problem‑solving abilities.
• Ability to manage multiple projects simultaneously.
• Proficiency in stakeholder management and relationship building.
• Familiarity with project management tools and methodologies.
• Experience with sales and contract renewal processes is a plus.
• Effective leadership skills and a proactive work approach.
• Strong organizational skills and attention to detail.
• Proficiency in using IT service management tools.
• Advanced MS Office skills.
• Knowledge of ITIL or other service management frameworks.
• Effective negotiation skill.
• A professional certification such as PMP, ITIL, or a similar one is desirable.

We are a dynamic, tech‑savvy, high‑growth company eager to better serve our clients. We offer highly collaborative teamwork, clear role expectations, and a solid benefits package.

We are an equal‑opportunity employer. Design Data, Inc. complies with all non‑discrimination laws, including the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), Section 504 of the Rehabilitation Act, and the relevant EEOC regulations. The EEO poster is available at https://(Use the "Apply for this Job" box below). For questions on the job posting contact (781) 312‑8005.

If you need assistance or special accommodations during the application process, please contact the appropriate Human Resources Department at