Service Delivery Manager

Job Summary

Serving as the primary customer success leader for assigned Managed Services clients, the full-time Service Delivery Manager will manage service performance, billing, and continuous improvement while fostering executive relationships and ensuring customers maximize their partnership value in a remote setting.

Key responsibilities

• Build and maintain strong relationships with executive sponsors and stakeholders to align service delivery with customer business objectives
• Oversee the overall delivery experience, ensuring compliance with contractual commitments and managing service performance discussions
• Proactively monitor customer health, identify risks, and lead escalation management efforts to facilitate issue resolution

Required qualifications

• Bachelor's Degree in a related field or equivalent combination of education and relevant experience
• 10 years of experience in IT infrastructure management and/or vendor management
• 3 years in a customer-facing leadership role responsible for strategic relationships and service outcomes
• Project Management Professional (PMP) certification and ITIL V3 or more recent version
• Proficient use of all Microsoft Office applications