Service Delivery Manager
Core
Strategic partner ensuring clients receive exceptional service, proactive guidance, and measurable value from managed services investments.
Role type
Senior Service Delivery Manager (MSP)
Builds
Seamless client experience and long-term retention for a portfolio of managed services clients
Domain
Managed IT Services (MSP) / Cybersecurity / Cloud
Deliverable
client delivery
Required skills
Portfolio management, account health monitoring, escalation management, strategic planning, contract interpretation, cross-functional partnership, business acumen, ITSM/CRM platform proficiency
Preferred skills
ServiceNow, ConnectWise, Autotask, Salesforce, ITIL Foundation, infrastructure/cloud/cybersecurity technical understanding (via careerplan.io/jobs/5442064008-service-delivery-manager-at-coretelligent)
Responsibilities
Serve as primary post-sale relationship owner for assigned client portfolio; coordinate across internal teams to ensure successful service delivery; develop and maintain Client Health Plans and account roadmaps; monitor account health via metrics and dashboards; lead service reviews and strategic planning conversations; own service escalations from initiation to resolution; identify opportunities for operational improvements and value expansion; partner with leadership on retention strategies and recovery plans; ensure delivery alignment with SOWs and SLAs; maintain accurate account documentation in operational platforms.
Seniority
Mid-to-Senior, hands-on IC