Senior Service Delivery Manager
Core
Primary operational advocate and advisor for assigned clients ensuring contracted services meet expectations, SLAs, and business outcomes.
Role type
Senior Service Delivery Manager (MSP)
Builds
Managed service delivery for complex, multi-service accounts
Domain
IT Managed Services / MSP
Required skills
Service delivery management, ITIL principles, client account management, governance & risk management, financial acumen, change management, ServiceNow, hybrid environments, AI tools
Preferred skills
ITIL certification, client onboarding, industry regulatory knowledge
Technologies
ServiceNow, mainframe, cloud, databases, middleware, virtualization, networking
Responsibilities
Own end-to-end service delivery for complex accounts; Lead operational reviews (MBR, QBR) and executive briefings; Manage major incident governance and escalations; Oversee change, release, and maintenance coordination; Manage account financial activities (budget, billing, forecasting); Mentor SDM colleagues and share best practices.
Seniority
Senior, hands-on IC with mentorship responsibilities