Service Delivery Manager Position Summary:- The Service Delivery Manager owns the day-to-day client relationship and is accountable for successful service delivery for assigned customers. This role leads customer communication, service reviews, account documentation, customer reporting, escalations, customer satisfaction, and ongoing service improvement. This role partners side by side with the Account Manager to align customer strategy, program governance, operational execution, and service delivery performance across the full customer portfolio.
- The Service Delivery Manager works closely with an assigned Service Delivery Coordinator, who supports operational execution, data gathering, tracker updates, draft notes, and follow-up activities. The Service Delivery Manager remains accountable for final customer-facing communication, reporting, documentation, and account ownership.
Responsibilities:- Serve as the primary day-to-day relationship owner for assigned customers.
- Lead recurring customer meetings, operational reviews, service reviews, and business discussions.
- Own and maintain customer runbooks, SOPs, account notes, trackers, contact lists, decision matrices, and account documentation.
- Own recurring reports, dashboards, meeting materials, operational metrics, and customer-facing updates.
- Ensure meeting agendas, meeting minutes, action items, owners, due dates, and follow-up items are documented accurately.
- Review and approve documentation, reporting, meeting notes, and tracker updates prepared by the Service Delivery Coordinator.
- Oversee service execution, account health, customer satisfaction, recurring issues, and service performance trends.
- Own customer escalations through resolution and communicate status, impact, next steps, and follow-up actions.
- Direct and prioritize the work of the Service Delivery Coordinator supporting assigned accounts.
- Collaborate with Account Managers on customer needs, renewal considerations, growth opportunities, service changes, and customer strategy.
Key Outcomes of this Position:- Customer relationships are actively managed, and service expectations are clear.
- Customer reporting, documentation, meeting records, and account data are accurate and current.
- Escalations are owned, communicated, and resolved effectively.
- Service delivery risks, recurring issues, and process gaps are identified and addressed.
- Service Delivery Coordinator support is used effectively while the Service Delivery Manager maintains accountability for the customer account.
Required Qualifications:- 3 to 5+ years of experience in service delivery, account management, customer success, project coordination, managed services, operations, or a related customer-facing role.
- Demonstrated ability to manage customer relationships and lead customer-facing meetings.
- Strong escalation management, communication, problem-solving, and follow-up skills.
- Ability to coordinate across multiple internal teams and drive accountability without direct authority.
- Proficiency with Microsoft Office, Excel, Teams, SharePoint, ticketing systems, and reporting tools.
Preferred Qualifications:- Experience in IT services, managed services, IT asset management, lifecycle management, logistics, or enterprise account support.
- Experience leading customer onboarding, offboarding, QBRs, service reviews, or governance meetings.
- Experience with ConnectWise or similar ITSM/ticketing platforms.
- Project management training or certification is a plus.
Physical Requirements:- Ability to work at a computer for extended periods of time.
- Ability to participate in virtual and in-person customer meetings as needed.
- Ability to lift and carry standard office materials up to 15 pounds as needed.
- This role is primarily office-based; additional physical requirements may apply if supporting warehouse, logistics, STAD, or customer site activities.
Benefits & Appreciation:- 401k matching and ROTH option.
- Company sponsored events (picnics, cookouts, and volunteering opportunities).
- Competitive Medical, Dental and Vision package.
- Company paid Holidays and Paid Time Off.
- Career paths and advancement.
This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to follow any other job-related instructions and to perform other job-related duties requested by their supervisor.
