Service Delivery Manager

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

📋 Description

• Act as the main operational relationship owner and a reliable partner for designated Managed Services clients.

• Establish robust connections with executive sponsors, business stakeholders, and operational leaders.

• Oversee service performance and Service Level Agreements (SLAs), recognize risks, and promote service enhancement initiatives.

• Facilitate Monthly and Quarterly Business Reviews, executive governance meetings, and customer performance discussions.

• Handle significant customer escalations, incidents, Root Cause Analyses (RCAs), and corrective action strategies.

• Coordinate cross-departmental teams including Service Desk, NOC, Security Operations, Solution Architects, Professional Services, Sales, and Customer Success.

• Assist with customer onboarding, service integrations, expansions, and other major projects.

• Ensure precise monthly billing and monitoring of time-and-materials activities.

• Aid in customer retention, renewals, service enhancements, and long-term account development.

⛳️ Requirements

• A minimum of 10 years of experience in IT infrastructure management and/or vendor management.

• At least 3 years in a customer-facing leadership role responsible for strategic relationships and service results.

• Proven experience in leading executive-level customer engagements, governance initiatives, escalations, and service improvement projects.

• Strong grasp of Managed Services operations and IT Service Management principles.

• Capability to convert technical and operational data into business-oriented recommendations.

• Excellent communication, analytical, problem-solving, and stakeholder management abilities.

• Bachelor's Degree in a relevant field; equivalent education and pertinent experience may be taken into account.

• PMP and ITIL V3 or more recent certification.

🏝️ Benefits

• Bonus

• Comprehensive medical, dental, and vision insurance.

• 401(k) with 100% employer match up to 4% of compensation and immediate vesting.

• Employer-paid life, short-term, and long-term disability insurance.

• HSA/FSA options and employee wellness/EAP programs.

• Additional voluntary benefits, including accident, critical illness, legal, and pet insurance.