Associate Service Delivery Manager
Core
Client advocate and point of escalation for service delivery needs, coordinating cross-functionally to ensure service levels and contractual obligations are met.
Role type
Associate Service Delivery Manager
Builds
Client service delivery, operational health, and KPIs for business reviews
Domain
IT Service Management / Managed Services
Deliverable
client delivery
Required skills
IT Service Management, ITIL principles, incident management, escalation procedures, client relationship management, operational health tracking, SLA adherence
Preferred skills
Mainframe, Open Systems, Virtualization, Databases, Cloud Computing, Middleware, Networking
Technologies
ITSM, Client Portal, Mainframe, Open Systems, Virtualization, Databases, Cloud Computing, Middleware, Networking
Responsibilities
Act as client advocate and point of escalation; coordinate internally to ensure service levels; maintain and improve CSAT; prepare and deliver operational health and KPIs for MBR/QBR; collaborate with sales to manage account plans and contractual relationships; support critical client issues via ITSM; assess account performance via Client Health Dashboard; support operational meetings focused on ITSM governance and SLA adherence; track and report moves, additions, and changes to client assets.
Seniority
Associate, client-facing operational role