Service Delivery Manager
Core
Primary operational advocate and point of contact for assigned clients, coordinating contracted services and aligning day-to-day delivery with client expectations.
Role type
Senior IC Service Delivery Manager
Builds
Managed IT services and operational governance for client accounts
Domain
IT Operations / Managed Services Provider (MSP)
Required skills
Service delivery management, SLA/SLO/KPI monitoring, client stakeholder management, incident coordination, change management, budget tracking, ServiceNow, hybrid IT environments, AI tools
Preferred skills
ITIL certification, client onboarding, industry regulatory knowledge
Technologies
ServiceNow, mainframe, cloud, databases, middleware, virtualization, networking, AI agents
Responsibilities
Manage day-to-day service delivery and monitor SLAs/SLOs; Serve as primary operational contact for client stakeholders; Facilitate operational reviews and prepare service metrics; Coordinate incident communications and root cause reviews; Support change, release, and maintenance coordination; Maintain governance artifacts and risk registers; Support account financial activities including billing validation; Identify continuous improvement opportunities; Coordinate cross-functional resources and escalate blockers; Support client onboarding and service transitions
Seniority
Senior, hands-on IC