IT Service Delivery Manager - Onsite in Newport Beach, CA
Core
Lead IT service delivery operations for assigned clients, ensuring operational excellence, SLA compliance, and client satisfaction.
Role type
Senior IT Service Delivery Manager
Builds
IT service operations and client service experiences
Domain
IT Infrastructure & Support
Deliverable
dashboards & analysis
Required skills
IT Service Management (ITIL), SLA & KPI Management, Incident & Escalation Management, Client Relationship Management, Operational Reporting & Analytics, Team Leadership
Responsibilities
Oversee daily service delivery operations including L1/L2 engineering teams and ticket queues; Monitor service performance against SLAs and operational KPIs; Serve as primary point of contact for client stakeholders and lead service reviews; Act as escalation point for high-priority incidents and major incidents; Analyze service performance and client feedback to drive continual service improvement; Monitor account financial performance and identify risks or opportunities.
Seniority
Senior, hands-on IC with leadership responsibilities