Who You AreThe
Service Delivery Manager is responsible for providing support and excellence in service delivery for all Managed Services clients. The ideal candidate will have a strong understanding of service management principles and practices, project management, as well as ITIL Foundation certification. They will also be technically adept and willing to learn about new technologies.
Note: Must be able to travel 5%-10%
Flexible work schedule/ remote work (Sparta, NJ and Charlotte, NC)
What You'll DoResponsibilities:
Service Management- Oversee the delivery of services to clients or customers, ensuring they meet the contracted service levels (SLAs), performance metrics, and quality standards.
- Coordinate with internal teams (e.g., IT, operations, support) to ensure services are delivered efficiently and effectively.
- Monitor and report on service performance and identify areas for improvement.
- Handle escalated issues, acting as the point of contact for resolving complex customer concerns or service-related problems.
Client Relationship Management- Develop and maintain strong relationships with clients, acting as the primary point of contact for service delivery issues.
- Ensure regular communication with clients to update them on service status, performance, and any changes.
- Conduct regular client meetings to review service delivery, address concerns, and discuss potential improvements or changes.
Team Leadership and Collaboration- Lead and motivate service delivery teams, ensuring they are equipped to meet service expectations and provide quality support.
- Collaborate with other departments (e.g., sales, technical support, product development) to ensure seamless service delivery.
- Provide coaching, training, and guidance to team members as necessary.
Performance Monitoring and Reporting- Monitor and track service delivery performance through metrics such as uptime, response times, and customer satisfaction.
- Prepare and present regular performance reports to senior management and clients.
- Identify trends or recurring issues and implement solutions to improve service delivery.
Process Improvement- Evaluate and refine service delivery processes to enhance efficiency, reduce costs, and improve service quality.
- Suggest and implement process changes to increase client satisfaction and optimize operational efficiency.
Risk Management- Proactively identify potential risks to service delivery and develop mitigation strategies.
- Ensure compliance with industry standards, internal policies, and regulatory requirements.
Desired Attributes- Customer-focused mindset.
- Strong leadership abilities and experience managing cross-functional teams.
- Analytical and data-driven approach to performance improvement.
- Ability to work collaboratively in a fast-paced, dynamic environment.
This role is critical in ensuring that customers receive high-quality service and that the business delivers on its promises in a timely, efficient, and cost-effective manner.
What You Bring- Bachelor's degree in a related field (e.g., information technology, business administration).
- 3-5 years of experience in service delivery, project management or IT support role.
- Strong understanding of service management principles and practices.
- Experience with managing SLAs and KPIs.
- Technical aptitude and ability to learn new technologies.
- Excellent verbal and written communication skills.
- Excellent customer service skills.
- Ability to manage multiple clients plus work independently and as part of a team.
- Proficient in Microsoft applications (especially Excel).
- Knowledge of Microsoft Power BI.
- ITIL Foundation certification a plus.
- Experience with service management tools (e.g., Autotask, Logic Monitor, etc.)
What We OfferSalary range: $80k-$100k depending on experience.
Benefits and Perks:- Medical, dental, 401k, etc;
- Access to a gym/discounted membership
- Competitive paid time off
- Flexible work schedule/ remote work (Sparta, NJ and Charlotte, NC)
- Bonus Potential-opportunity to earn variable compensation up to $2,500 per quarter
