Senior Service Delivery Manager

Summary

The Senior Service Delivery Manager (SDM) role is to enhance customer satisfaction by ensuring effective service delivery, drive revenue and margin growth, build effective senior level relationships, and be an advocate within Bell Techlogix for the account(s) assigned.

• Build, develop, and maintain effective partnerships with c-suite and senior level employees across their client(s).
• Drive the governance process/structure that has been agreed between the client and Bell Techlogix.
• Lead all weekly, monthly, and quarterly client review meetings, ensuring accurate reporting and alignment on outcomes.
• Oversee and manage the P&L for assigned client accounts, ensuring financial performance targets are met.
• Ensure service level agreements (SLAs) and key performance indicators (KPIs) are consistently met or exceeded; develop and execute improvement plans when metrics fall short.
• Implement a formal automation strategy, partnering with tower leaders to pursue continuous process improvement, enhanced service quality, and increased profitability.
• Manage overall account profitability in partnership with tower operations leadership.
• Serve as the primary internal liaison between the client account and tower operations teams.
• Lead and collaborate with service delivery teams to drive customer satisfaction, achieve service level attainment, and support financial goals.
• Act as the single point of contact for day‑to‑day tower‑related activities, including escalations, service issues, and operational inquiries.
• Participate in capacity and demand planning sessions to ensure operational readiness and resource alignment.
• Collaborate with internal teams, including Training, Quality, and Data Analytics to analyze and respond to client issues, identify, and trend top account concerns, and implement service and knowledge improvement initiatives.
• Serve as a strategic advisor, guiding clients in developing and executing their technology strategy.
• Accountable for account SLA attainment.
• Drive overall customer satisfaction and strengthen long‑term client relationships.
• Partner across service towers and operations leadership to ensure appropriate staffing levels for new, changing, or reduced workloads; provide insights on account‑driven impacts to scheduling, staffing, and workforce management.
• Responsible for driving productivity and efficiency measures through tower leadership.
• Serve as the primary client‑facing point of contact for assigned tower(s).
• Support the leadership team in evaluating and managing tower service performance.
• Identify and drive opportunities within client organizations, including process improvements and expansion of service offerings.
• Other duties as assigned by management.

• Bachelor’s degree in Business, CIS, or a related field preferred. We also welcome candidates with an equivalent blend of training and 3–5 years of IT infrastructure experience along with 3–5 years in account or service‑delivery management.
• 6+ years of experience in IT service delivery, account management, IT operations leadership role, or related client‑facing services — or equivalent experience in a complex service or operations of mid‑size or large accounts.
• Previous account management experience while working across a matrixed organization.
• Excellent command of Microsoft Office Suite:
  Word, Excel, PowerPoint, Outlook, Project, and various internet browsers.

• Experience working within an ITO service desk and infrastructure services.
• Advanced/Expert ITIL certifications.
• Experience working with Service Now platform.

• Ability to work independently.
• Demonstrated ability to work independently while exercising sound judgment.
• Highly adaptable and flexible in a fast‑paced and evolving work environment.
• Excellent presentation and facilitation skills, with the ability to convey complex information clearly.
• Strong organizational skills with exceptional attention to detail and follow‑through.
• Outstanding written and verbal communication skills.
• Proven ability to effectively interact with all levels of leadership, staff, clients, and vendor…