Service Delivery Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the main post-sale relationship manager for a designated portfolio of managed services clients.

• Take ownership of the overall client experience by coordinating efforts across Service Desk, Engineering, Projects, CoreArmor, Field Services, and various internal teams.

• Create and sustain Client Health Plans, account roadmaps, and ongoing service strategies.

• Oversee account health by analyzing ticket trends, service metrics, escalations, client feedback, and operational dashboards.

• Facilitate recurring service reviews, executive business reviews, and strategic planning discussions.

• Manage service escalations from initiation to resolution.

• Evaluate client environments to pinpoint operational enhancements, technology suggestions, service improvements, and opportunities to increase value.

• Collaborate with leadership on retention strategies, recovery plans, and continuous improvement initiatives.

• Confirm that contracted services align with Statements of Work (SOWs), Service Level Agreements (SLAs), and client expectations.

• Keep account documentation, health plans, reporting, and client activities updated in ServiceNow, CRM, and other operational platforms.

• Contribute to enhancements in processes, documentation standards, and operational best practices.

⛳️ Requirements

• 3–7+ years of experience in Managed Services (MSP), Service Delivery, Technical Account Management, Customer Success, IT Operations, or a comparable client-facing technology position.

• Proven experience managing a client portfolio while fostering trusted relationships with technical teams, operational stakeholders, and executive leadership.

• Strong grasp of managed services delivery, encompassing service operations, ticket lifecycle, escalation management, SLAs, and client health management.

• Capability to interpret contracts, Statements of Work (SOWs), and service commitments.

• Strong business acumen with a focus on identifying operational enhancements, mitigating risks, and strengthening long-term client relationships.

• Exceptional communication, presentation, and relationship-building skills for both technical and non-technical audiences.

• Proficiency in managing multiple priorities, adapting to evolving business needs, and maintaining organization in a dynamic client environment.

• Experience collaborating cross-functionally with engineering, service delivery, projects, cybersecurity, and leadership teams.

• Familiarity with ServiceNow, ConnectWise, Autotask, Salesforce, or other ITSM and CRM platforms is preferred.

• Technical knowledge of infrastructure, cloud services, cybersecurity, Microsoft technologies, and managed IT environments is strongly preferred.

• ITIL Foundation certification or similar service management experience is advantageous.

🏝️ Benefits

• Health, Dental, & Vision

• Flexible Spending Account (FSA)

• 401k

• Health Reimbursement Account (HRA)

• Health Savings Account (HSA)

• Life Insurance

• Disability Insurance

• Paid Parental Leave

• Holiday Pay

• Flexible Vacation & Sick Days

• Observed company holidays, including a day off on your birthday

• Spot bonuses for demonstrated excellence

• Community and social events

• Learning and development

• Flexible working life

• $100 well-being allowance

• Other health & wellness perks

• Commission eligibility under Coretelligent’s sales compensation plan

• Reasonable accommodations for remote work and application/interview processes