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.

• Maintain a clear understanding of customer goals, service needs, stakeholder relationships, strategic initiatives, risks, and opportunities.

• Establish and nurture relationships with executive sponsors, business stakeholders, and operational leaders.

• Align service delivery, governance, and continuous improvement efforts with customer priorities and outcomes.

• Manage customer expectations through proactive communication, service governance, stakeholder engagement, and transparent management of risks and issues.

• Take ownership of the overall delivery experience, ensuring services fulfill contractual obligations and meet customer expectations.

• Review, analyze, and communicate service level agreement (SLA) performance, service trends, and areas for improvement.

• Lead Monthly Business Reviews, Quarterly Business Reviews, executive governance meetings, and discussions about service performance.

• Oversee client-facing change governance processes.

• Manage Event Analysis Reports, Root Cause Analyses, and communications regarding service-impacting events.

• Serve as the main communication point during major incidents and escalations.

• Propel continuous improvement initiatives based on service performance, customer feedback, and operational trends.

• Monitor customer health, identify risks, and formulate mitigation strategies.

• Lead escalation management and facilitate cross-functional issue resolution.

• Facilitate root cause analysis and develop corrective action plans.

• Convert operational performance metrics into business insights, opportunities, and recommendations.

• Collaborate with support, Service Desk, NOC, Security Operations, Solution Architects, Professional Services, Account Executives, Customer Success, and Managed Services teams.

• Coordinate customer initiatives, projects, integrations, service expansions, and de-integrations.

• Oversee the onboarding and integration of customers, services, devices, technologies, and delivery capabilities.

• Maintain customer-specific ServiceNow documentation, governance records, and operational artifacts.

• Support delivery teams through customer-specific knowledge transfer, training, and contextual awareness.

• Ensure that monthly billing is accurate, complete, and aligned with contractual agreements.

• Confirm that time-and-materials activities are tracked, documented, and communicated properly.

• Collaborate with sales teams to identify customer value, service enhancement, and opportunities for account growth.

• Support customer retention, renewal readiness, and the success of long-term partnerships.

• Stay informed about applicable laws, regulations, and company policies.

• Ensure compliance with contractual, operational, compliance, and information security requirements.

⛳️ Requirements

• Bachelor's Degree in a related discipline; equivalent combinations of education and relevant experience may be acceptable.

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

• At least 3 years in a customer-facing leadership position responsible for managing strategic relationships and service outcomes.

• Proven experience leading executive-level customer engagements and governance programs.

• Experience in managing customer escalations, service improvement initiatives, and organizational change efforts.

• Familiarity or training in ITIL foundations.

• Proficient in all Microsoft Office applications.

• Project Management Professional (PMP) certification.

• ITIL V3 or a more recent version certification.

• Strong comprehension of managed services operations, IT service management principles, and customer governance practices.

• Ability to translate technical and operational information into business-focused discussions and recommendations.

• Proven ability to identify risks, resolve complex issues, and drive outcomes through cross-functional teamwork.

• Strong analytical, communication, and stakeholder management skills.

• Executive presence with the ability to engage effectively with both business and technical leaders.

• Capacity to prioritize competing demands and thrive in a fast-paced, customer-focused environment.

• Ability to interact successfully with all levels of the client and IT provider organizations.

• Capability to meet the stated physical demands, including occasional lifting of up to 10 pounds.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Comprehensive health benefits, including medical, dental, and vision coverage.

• Opportunities for professional development and career advancement.

• Flexible work arrangements to support work-life balance.

• Retirement savings plan with company matching contributions.