Service Delivery Manager
Core
Layer between engineers and Managing Director, managing day-to-day service delivery, SLAs, ticket queues, escalations, and client communications for managed services clients.
Role type
Senior Service Delivery Manager (Managed Services)
Builds
Managed service delivery operations, incident response, and client service reports for healthcare and other clients.
Domain
IT Managed Services / Healthcare IT
Required skills
SLA management, incident escalation handling, team leadership (4+ engineers), client communication, roster planning, process adherence, technical judgment (networks/servers/M365), contract renewal support
Preferred skills
Account management, 24x7 team management, cross-location team management, L1/L2 engineering background, Mandarin language
Technologies
HaloPSA, AI triage tools, Microsoft 365, ITIL practices
Responsibilities
Own SLA attainment and ticket queue management, lead P1 incident response and client communication, manage engineer performance and hiring, conduct client business reviews and service reporting, run NOC operating models and after-hours major incident response
Seniority
Senior, hands-on IC with people management