Service Delivery Manager

Job Summary

To ensure the effective delivery of IT services to a large financial services client account, the full-time remote Service Delivery Manager will act as a central point of contact for service-related matters, focusing on client satisfaction, operational excellence, and technology performance management.

Key Responsibilities

• Ensure high-quality IT service delivery while adhering to Service Level Agreements (SLAs) and operational standards
• Build and maintain trusted relationships with client stakeholders and act as the technology liaison between internal teams and business units
• Develop and implement incident and problem management processes to ensure timely resolution of technology issues and minimize platform downtime

Required Qualifications

• Bachelor's degree in Information Technology, Computer Science, or a related field
• 5+ years of experience in IT service management or a related role
• Strong understanding of IT service management principles (ITIL v4)
• Experience managing incident, problem, and change management processes
• Proficiency in managing account and vendor relationships, SLAs, and service contracts