Service Delivery Manager

Description

The Service Delivery Manager, known as the SDM, is the main customer success lead for assigned Managed Services clients.

The role covers service performance, billing, governance and ongoing improvement. The SDM turns day-to-day delivery into business results by building executive relationships, watching customer health closely, and helping customers get the most from working with the company.

Responsibilities

• Act as the main operational contact and trusted partner for each assigned customer, staying current on their business goals, service needs, stakeholders, strategy, risks and opportunities.
• Build lasting ties with executive sponsors, business stakeholders and operations leaders so everyone stays aligned.
• Tie service delivery, governance and improvement work to what the customer cares about and the outcomes they want.
• Set expectations through regular communication, solid governance, stakeholder engagement, and open reporting on risks, issues and performance.
• Own the delivery experience and make sure services meet contract terms and customer expectations.
• Review and explain SLA results, service trends and weak spots.
• Run Monthly Business Reviews, Quarterly Business Reviews, executive governance meetings and service performance discussions.
• Run client change governance so customer satisfaction, communication and contract compliance hold up.
• Oversee Event Analysis Reports, Root Cause Analyses and other notices about service-impacting events.
• Serve as the main point of contact during major incidents and escalations.
• Drive improvement from performance data, customer feedback and operational trends.
• Watch customer health, spot risks early, and build mitigation plans.
• Lead escalations, coordinating cross-functional teams through resolution and updates.
• Run root cause analysis and corrective actions after major incidents or repeat problems.
• Turn performance data into business insight and recommendations.
• Work with support teams, Service Desk, NOC, Security Operations, Solution Architects, Professional Services, Account Executives, customer success leaders and Managed Services staff.
• Coordinate customer projects, integrations, service expansions and de-integrations across the right internal teams.
• Lead onboarding and bring new services, devices, technologies and delivery capabilities into customer environments.
• Own and maintain customer-specific ServiceNow documentation, governance records and operational artifacts.
• Pass customer context to delivery teams through knowledge transfer and training.
• Make sure monthly billing is accurate, complete and matches the contract.
• Check that time-and-materials work is tracked, documented and reported.
• Work with Account Executives and sales teams on account growth and added customer value.
• Support retention and renewals through proactive engagement and showing the value delivered.
• Keep working knowledge of federal, state and local laws, regulations and company policies.
• Act in line with company values, ethical business practices and customer service standards.
• Ensure contractual, operational, compliance and information security requirements are met for assigned customers.

Requirements

• Bachelor's degree in a related field, or an equivalent mix of education and relevant experience.
• 10 years in IT infrastructure management and/or vendor management, with knowledge of IT provider services and the factors that shape how client requirements affect delivery.
• 3 years in a customer-facing leadership role owning strategic relationships and service outcomes, including leading executive-level engagements and governance programs.
• Experience leading customer escalations, service improvement initiatives and organizational change.
• Exposure to or training in ITIL foundations.
• Proficiency with all Microsoft Office applications.
• Project Management Professional (PMP) certification.
• ITIL V3 or a more recent version certification.
• Strong grasp of managed services operations, IT service management and customer governance practices.
• Ability to turn technical and operational information into business-focused discussions and recommendations.
• Proven skill in spotting risks, solving complex problems and driving outcomes through cross-functional teams.
• Strong analytical, communication and stakeholder management skills.
• Executive presence and the ability to engage business and technical leaders alike.
• Ability to prioritize competing demands in a fast-moving, customer-focused setting.
• Ability to work well with all levels of client and IT provider organizations.

Conditions

No supervisory responsibilities.

Salary range is $77,517 to $90,000 plus bonus.

The role requires sitting, talking, seeing, hearing and constant use of hands and arms, frequent standing, moving, climbing steps, balancing, stooping, kneeling, crouching or crawling, and occasionally lifting or moving up to 10 pounds.

The company is an equal opportunity employer and does not discriminate on race, religion, disability, veteran status or any other basis protected by federal or state law.

Benefits

• A US benefits summary is provided by the company.