Role descriptionJob Description: Service Delivery ManagerLocation: Milwaukee - Wisconsin
Onsite Role Employment Type: Full-time
Role SummaryThe onsite Service Delivery Manager (SDM) is the primary point of accountability for end-to-end service delivery at the client location. The SDM owns the operational health of the engagement, acts as the trusted advisor to client stakeholders, and bridges the client's business needs with offshore/nearshore delivery teams. This role combines client relationship management, delivery governance, and team leadership to ensure SLAs, quality, and business outcomes are consistently met.
Key ResponsibilitiesClient Relationship Management- Establish and maintain strong relationships with client stakeholders to ensure satisfaction and alignment with business objectives.
- Serve as the primary point of contact for all onsite service delivery matters.
- Conduct regular meetings and reviews with clients to discuss service performance, issues, and improvement opportunities.
- Address and resolve client escalations promptly and effectively.
- Gather feedback from clients to drive continuous service improvement.
- Coordinate with clients to understand evolving needs and adjust service delivery accordingly.
- Represent the company in client engagements and ensure professional communication.
- Review client feedback and implement necessary changes to improve service quality.
- Liaise with internal teams to ensure client expectations are met.
- Direct client onboarding processes to ensure smooth transitions.
Service Delivery Oversight- Oversee the end-to-end delivery of IT services at the client site, ensuring adherence to SLAs and contractual obligations.
- Monitor daily operations and proactively identify and resolve service delivery issues.
- Coordinate with internal teams and third-party vendors to ensure seamless service delivery.
- Implement best practices and standard operating procedures to enhance service quality.
- Track and report on key performance indicators (KPIs) for service delivery.
- Review service performance metrics and initiate corrective actions as needed.
- Lead service improvement initiatives to enhance client satisfaction.
- Supervise service delivery processes to ensure compliance with company standards.
- Establish escalation procedures for service disruptions.
- Direct service audits and ensure documentation is up to date.
Team Leadership and Management- Lead, mentor, and manage onsite service delivery teams, including engineers, technicians, and support staff.
- Allocate resources effectively to meet client requirements and project deadlines.
- Conduct regular team meetings, performance reviews, and training sessions.
- Foster a culture of accountability, collaboration, and continuous improvement.
- Supervise team activities and ensure alignment with service goals.
- Implement development plans for team members to enhance skills and performance.
- Review team performance metrics and provide feedback for improvement.
- Coordinate staffing needs and manage schedules to ensure coverage.
- Establish clear roles and responsibilities within the team.
- Direct recruitment and onboarding of new team members.
Incident and Problem Management- Oversee the incident management process, ensuring timely resolution of issues and minimal disruption to client operations.
- Conduct root cause analysis for recurring problems and implement corrective actions.
- Maintain accurate records of incidents, problems, and resolutions for reporting and analysis.
- Coordinate with technical teams to resolve complex issues.
- Review incident trends and develop mitigation strategies.
- Implement incident response protocols and ensure team readiness.
- Lead post-incident reviews and document lessons learned.
- Establish communication plans for incident updates to clients.
- Direct escalation procedures for critical incidents.
- Supervise problem resolution efforts and ensure closure within defined timelines.
Change and Transition Management- Coordinate and manage changes to IT services, infrastructure, or processes at the client site.
- Ensure all changes are communicated, documented, and implemented with minimal risk to ongoing operations.
- Support onboarding and transition activities for new services or projects.
- Review change requests and assess impact on service delivery.
- Implement change management protocols and ensure compliance.
- Lead transition planning and execution for new client engagements.
- Establish documentation for change processes and approvals.
- Conduct training sessions for staff on new procedures.
- Liaise with clients to ensure smooth transitions.
- Direct post-transition reviews to evaluate success and areas for improvement.
Reporting and Documentation- Prepare and deliver regular service delivery reports to clients and internal management.
- Maintain comprehensive documentation of processes, procedures, and client-specific requirements.
- Ensure compliance with company policies and regulatory standards.
- Review documentation for accuracy and completeness.
- Coordinate with teams to gather data for reporting.
- Implement standardized templates for service reports.
- Lead documentation audits and updates.
- Establish version control for service documents.
- Direct creation of client-specific service manuals.
- Supervise documentation practices across the team.
Continuous Improvement- Identify opportunities for process optimization and service enhancement.
- Lead or participate in initiatives to improve efficiency, reduce costs, and increase client satisfaction.
- Stay updated on industry trends and emerging technologies relevant to service delivery.
- Conduct benchmarking studies to identify best practices.
- Implement feedback mechanisms to gather improvement ideas.
- Review service delivery workflows and recommend changes.
- Coordinate pilot programs for new service models.
- Establish metrics to measure improvement outcomes.
- Direct innovation initiatives within the service team.
- Supervise implementation of improvement projects.
Required Qualifications- Bachelor's degree in engineering, Computer Science, Business, or related field (Master's/MBA preferred).
- 10+ years of IT services experience, with 4+ years in a service delivery / engagement management role.
- Proven track record managing onsite-offshore delivery models.
- Strong understanding of ITIL service management; ITIL certification preferred.
- Experience managing SLAs, governance, and client relationships at a senior level.
- Excellent communication, negotiation, and stakeholder management skills.
- Willingness/eligibility to work onsite at the client location in the Americas.
