Job Title - Managed Services Service Delivery Manager
Job Summary
The Managed Services Service Delivery Manager is responsible for ensuring the successful delivery of managed IT services to clients while maintaining high levels of customer satisfaction, service quality, and operational excellence. This role serves as the primary point of contact for clients, overseeing service performance, managing cross-functional teams, driving continuous service improvements, and ensuring adherence to Service Level Agreements (SLAs). The ideal candidate combines strong leadership, customer relationship management, technical understanding, and operational management skills.
Key Responsibilities
Service Delivery Management
- Own end-to-end service delivery for assigned managed services customers.
- Ensure services are delivered according to contractual obligations and SLAs.
- Monitor service performance, availability, and quality metrics.
- Lead service review meetings and present performance reports to customers.
- Manage service escalations through successful resolution.
Client Relationship Management
- Build and maintain trusted relationships with customer stakeholders.
- Understand customer business objectives and align service delivery accordingly.
- Act as the primary customer advocate within the organization.
- Identify opportunities to improve customer satisfaction and expand service offerings.
Operational Management
- Coordinate cross-functional teams including Service Desk, Infrastructure, Cloud, Security, Network, and Application Support.
- Ensure effective incident, problem, and change management processes.
- Drive root cause analysis and preventive actions for recurring issues.
- Monitor resource utilization and service capacity.
Service Improvement
- Identify opportunities for continuous service improvement.
- Implement automation and operational efficiencies.
- Lead service transition activities for new customers or projects.
- Develop and execute service improvement plans.
Governance & Reporting
- Produce regular operational (Weekly and Monthly) and executive service reports.
- Track KPIs, SLAs, customer satisfaction (CSAT), and service trends.
- Participate in Quarterly Business Reviews (QBRs) with customers.
- Ensure compliance with ITIL processes and organizational standards.
Financial Management
- Monitor service profitability and budget performance.
- Review contract scope and identify out-of-scope activities.
- Support renewals, contract negotiations, and service expansions.
- Collaborate with sales and account management teams on growth opportunities.
Risk & Compliance
- Identify operational risks and implement mitigation plans.
- Ensure compliance with security, regulatory, and contractual requirements.
- Support audits and compliance initiatives.
Required Qualifications
- Bachelor's degree in Information Technology, Computer Science, Business, or related field (or equivalent experience).
- 5–8+ years of experience in IT Service Delivery, Managed Services, or IT Operations.
- 3+ years in a customer-facing leadership or management role.
- Strong understanding of IT infrastructure, cloud technologies, networking, cybersecurity, and enterprise applications.
- Experience managing enterprise customers and complex service environments.
Preferred Certifications
- ITIL Foundation or ITIL 4 Managing Professional
Technical Skills
- ITIL Service Management
- Incident, Problem, Change, and Release Management
- Microsoft Azure, AWS, or Google Cloud Platform
- Microsoft 365 Administration
- Autotask, or similar ITSM platforms
- RMM and Monitoring tools (Datto and SolarWinds)
- Power BI or similar reporting tools
Soft Skills
- Excellent communication and presentation skills
- Strong customer relationship management
- Leadership and team development
- Strategic thinking and problem-solving
- Conflict resolution and negotiation
- Time management and organizational skills
- Decision-making under pressure
- Service improvement initiative completion
- Revenue growth from managed services accounts
Preferred Experience
- Experience managing Managed Services Provider (MSP) operations.
- Experience supporting hybrid cloud and multi-cloud environments.
- Experience with enterprise IT outsourcing engagements.
- Familiarity with ISO 20000, ISO 27001, SOC 2, or other IT governance frameworks.
- Experience leading geographically distributed or offshore support teams.
Success Factors
A successful Managed Services Service Delivery Manager consistently delivers high-quality services, builds strong customer relationships, proactively identifies service improvements, effectively manages operational performance, and collaborates across technical and business teams to ensure customer success while driving operational efficiency and business growth.