Service Delivery Manager
Core
Own day-to-day relationships and drive service delivery for a portfolio of managed services clients, acting as the trusted advisor and escalation point.
Role type
Senior Service Delivery Manager (Managed Services)
Builds
High-quality managed service outcomes and client trust for IT consulting clients
Domain
IT Consulting / Managed Services / Cloud
Required skills
Managed Services (MSP) experience, ITIL best practice, SLA management, Service Improvement Plans (SIPs), stakeholder management, commercial opportunity identification, incident/problem management, risk mitigation
Preferred skills
Post Incident Reviews (PIRs), reporting workflows, process improvement, difficult conversation facilitation
Technologies
ITSM tools, reporting platforms
Responsibilities
Ensure contracted SLAs are met or exceeded, eliminate delivery risk before escalation, identify upsell opportunities, apply ITIL best practices, establish and own Service Improvement Plans, partner on Post Incident Reviews, identify and mitigate client risks
Seniority
Senior, hands-on IC with operational leadership