Service Delivery Manager

Information Security Responsibilities

• Promote and enforce awareness of key information security practices, including acceptable use of information assets, malware protection, and password security protocols
• Identify, assess, and report security risks, focusing on how these risks impact the confidentiality, integrity, and availability of information assets
• Understand and evaluate how data is stored, processed, or transmitted, ensuring compliance with data privacy and protection standards (GDPR, CCPA, etc.)
• Ensure data protection measures are integrated throughout the information lifecycle to safeguard sensitive information

Key Responsibilities

• Customer Relationship Management 
• Serve as the primary point of contact for assigned customers, managing escalations and acting as the focal point for satisfaction-related issues. 
• Build and nurture strong client relationships, striving to achieve the highest levels of customer satisfaction, trust, and retention. 
• Articulate the value of all Managed Services offerings to clients and stakeholders, highlighting how the services contribute to achieving business goals.  
• Focus on customer retention by anticipating needs, addressing concerns promptly, and continuously demonstrating the value of Managed Services offerings. 
• Implement and manage a customer satisfaction program, periodically soliciting feedback and developing actionable plans to enhance the service experience. 
• Seek or remain aware of opportunities for new service offerings with existing clients, collaborating with internal teams to propose and implement solutions that address evolving client needs. 


Governance, Service Reviews & Reporting 
• Collaborate with internal teams to manage performance against agreed metrics and KPIs.  
• Present Monthly Service Level Agreement (SLA) reports and performance reviews, highlighting achievements and addressing gaps.  
• Lead and manage Quarterly Business Reviews (QBRs) for assigned clients, preparing detailed reports and presentations to audit and assess service delivery performance. 
Service Delivery Oversight 
• Drive continuous improvement in service delivery by promoting ITSM best practices and fostering value co-creation through the ITIL framework.  
• Identify, assess, and mitigate risks associated with Managed Services, ensuring business continuity and compliance with company policies, client policies, and regulatory requirements. 
• Support and manage customer-related projects as required, ensuring alignment with client goals and expectations.  
• Oversee client-specific projects, ensuring timely and quality execution. 
• Manage Root Cause Analysis (RCA) efforts for service failures and communicate resolutions effectively to customers. 


Operational & Financial Management 
• Define staffing models and justify resource requirements using data-driven metrics, including service volume, workload trends, and performance KPIs. 
• Ensure that resource allocation aligns with financial goals, monitoring expenses to maintain budget adherence and optimizing operational cost structures.  
• Manage time sheets, time recording, and expense reporting for all team members, ensuring accuracy and alignment with project budgets and client agreements. 
• Oversee the financial management of service delivery by balancing cost efficiency, account profitability, and customer satisfaction. 
• Collaborate with Client Services to create tools, documentation, and processes that enhance the management and delivery of Managed Services accounts.  
• Oversee contract management processes, including the development of client-specific Statements of Work (SOWs), governance of change orders for out-of-scope activities, and adherence to contractual obligations. 
• Incident & Escalation Management 
• Participate in High Priority (Priority 1 & Priority 2) incident bridge calls as needed and provide Major Incident Management (MIM) when the designated MIM is unavailable. 
• Escalate critical service issues to the Service Delivery Director as required, ensuring timely resolution and minimal impact to clients. 


Technical Expertise & Collaboration 
• Align goals and expectations across all internal and external stakeholders, fostering a shared commitment to service excellence. 
• Work closely with technical leaders, engineers, service delivery coordinators, and process analysts to ensure seamless service delivery. 
• Demonstrate a strong understanding of the technologies used in service delivery, including synthetic monitoring, patch management, Infrastructure as Code (IaC), automation tools, cloud dashboards, and log collectors. 
• Maintain the ability to navigate both technical and business discussions with ease, effectively communicating with diverse stakeholders. 


Communication & Conflict Resolution 
• Lead service review meetings, manage customer expectations, and consistently strive for "customer delight." 
• Handle conflicts maturely and constructively, fostering positive outcomes and long-term solutions. 
• Produce clear and concise written documentation and deliver compelling verbal presentations to clients, program teams, and senior management. 

Qualifications

• Education & Certifications 
• Bachelor’s degree in a relevant program such as Information Technology, Business Administration, or a related field (or equivalent work experience). 


Certifications: 
• ITIL v3/v4 Foundation (required). 
• Certified Scrum Master (CSM) and Project Management Professional (PMP) are a plus. 
• Relevant technical certifications in cloud platforms (e.g., AWS, Azure) are a bonus.

Industry-Specific Experience:

• 3–5 years of managing clients in a Managed Services organization. 
• 5+ years of Managed Services/ITSM experience with progressively increased responsibility. 
• Hands-on experience with managed services, including applications and infrastructure support services. 


Technical Expertise: 
• Proficiency with tools such as ServieNow, xMatters, Site24x7, New Relic, ElasticSearch, Terraform, and native cloud platforms (e.g., AWS, Azure). 
• Experience with CMS platforms (e.g., Adobe Experience Manager, Drupal), eCommerce platforms (e.g., Magento, Shopify), and Google Analytics is a plus. 
• Strong understanding of digital technologies and their application in Managed Services. 
• Experience working with Confluence and Jira. 


Team Management: 
• Proven ability to work with multiple teams simultaneously and manage distributed/remote team members. 
• Experience coaching and developing Managed Services team members to enhance performance and service delivery. 


Skills 
• Customer Relationship Management: 
• Demonstrated success in fostering trust, addressing client needs, and maintaining high customer satisfaction. 
• Skilled in identifying and addressing opportunities for expanding service offerings. 


Service Delivery & Operational Expertise: 
• Proficient in ITSM frameworks and best practices, including service reviews, SLA management, and risk mitigation. 
• Experience with tools and practices like synthetic monitoring, patch management, IaC, and automation. 


Governance & Reporting: 
• Ability to lead governance activities, including QBRs and detailed SLA reporting. 
• Skilled in preparing actionable insights for service performance improvement. 


Communication & Collaboration: 
• Exceptional ability to align stakeholders, lead service review meetings, and communicate effectively across technical and business domains. 
• Experience in conflict resolution and building consensus among diverse teams. 


Behavioral Attributes 
• Leadership: Adept at inspiring and guiding teams, especially in remote and distributed settings. 
• Problem-Solver: Analytical thinker capable of resolving complex challenges in high-pressure situations. 
• Customer-Focused: Demonstrates a strong commitment to aligning services with client goals and expectations. 
• Adaptability: Quick learner with the ability to stay ahead of industry trends and emerging technologies.