Head of Service Delivery | Managed Services
Core
Lead and develop the Service Delivery Management function to deliver exceptional outcomes for key managed services customers, ensuring customer satisfaction, contractual performance, and account profitability.
Role type
Senior IC service delivery leader (managed services)
Builds
Managed services delivery for enterprise customers
Domain
IT Managed Services / Technology Operations
Deliverable
client delivery
Required skills
Service Management leadership, team development, commercial performance management, multi-service enterprise account management, ITSM/ITIL expertise, change management
Preferred skills
Experience with accounts valued at $1m+ annually, ability to mature service management capabilities
Technologies
ITSM, ITIL
Responsibilities
Lead and develop the Service Delivery Management team; Own customer satisfaction and contractual performance; Identify underperforming accounts and improve profitability; Develop and execute service management strategy; Coordinate Managed and Professional Services delivery; Manage risks to support customer retention.
Seniority
Senior, hands-on IC