Senior Service Delivery Manager (English & Spanish Speaker)
Core
Oversee end-to-end delivery of managed services contracts, ensuring client satisfaction, SLA compliance, and contract profitability for local, small, and low-to-medium complexity contracts across multiple sites.
Role type
Senior Service Delivery Manager
Builds
Managed services delivery for clients
Domain
IT Managed Services / Client Services
Required skills
Managed services delivery, Contract management, Client relationship management, SLA compliance, Project management, Financial acumen (budgeting/forecasting/billing), Risk mitigation, Account planning, Cross-functional collaboration
Preferred skills
ITIL framework knowledge, PMP certification
Technologies
ITIL, Cloud, Security, Support tools
Responsibilities
Ensure services are delivered according to agreed SLAs and service definitions; Act as primary point of contact for client inquiries and escalations; Understand client business needs to tailor services; Collaborate with technical teams to resolve issues; Monitor and assess client satisfaction; Develop account plans and strategies; Identify upselling/cross-selling opportunities; Manage implementation of new services and projects; Coordinate project timelines and resources; Consult with legal team on contract escalations; Monitor contract performance; Oversee financial aspects including budgeting and billing.
Seniority
Senior, hands-on IC