Service Delivery Manager

Job Summary

Responsible for ensuring the successful delivery of managed collaboration and IT services, the remote Service Delivery Manager will oversee service operations, manage escalations, and drive process improvements while maintaining strong customer relationships.

Key Responsibilities

• Manage the overall service relationship between the customer and service delivery teams, ensuring compliance with SLAs
• Lead Monthly Service Reviews and operational meetings, facilitating customer planning and issue resolution
• Identify opportunities for service enhancement and operational efficiency, implementing continual service improvement plans

Required Qualifications

• 5+ years of experience in Service Delivery Management or IT Service Management
• Strong knowledge of ITIL Service Management processes and best practices
• Proven experience managing SLAs, KPIs, and operational reporting
• Bachelor's degree in Information Technology, Business Administration, Telecommunications, or a related field
• Experience coordinating cross-functional technical and operational teams