Service Delivery Manager
Full-Time/ RemoteSalary: $77,517 - $90,000 annually + bonus
Candidates in the Eastern or Central Time Zone (ET/CT) are preferred.
Position Summary
We are seeking an experienced Service Delivery Manager (SDM) to serve as the primary customer success and
service delivery leader for assigned Managed Services clients.
This role is responsible for customer relationships,
service performance, governance, escalations, billing, and continuous improvement, while helping customers
realize maximum value from their Managed Services partnership.
Key Responsibilities
- Serve as the primary operational relationship owner and trusted partner for assigned Managed Services
customers.
- Build strong relationships with executive sponsors, business stakeholders, and operational leaders.
- Monitor service performance and SLAs, identify risks, and drive service improvement initiatives.
- Lead Monthly and Quarterly Business Reviews, executive governance meetings, and customer performance
discussions.
- Manage major customer escalations, incidents, Root Cause Analyses (RCAs), and corrective action plans.
- Coordinate cross-functional teams including Service Desk, NOC, Security Operations, Solution Architects,
Professional Services, Sales, and Customer Success.
- Support customer onboarding, service integrations, expansions, and other major initiatives.
- Ensure accurate monthly billing and tracking of time-and-materials activities.
- Support customer retention, renewals, service enhancements, and long-term account growth.
Qualifications
- 10 years of experience in IT infrastructure management and/or vendor management.
- 3+ years in a customer-facing leadership role responsible for strategic relationships and service outcomes.
- Experience leading executive-level customer engagements, governance programs, escalations, and service
improvement initiatives.
- Strong understanding of Managed Services operations and IT Service Management principles. Ability to translate technical and operational information into business-focused recommendations.
- Strong communication, analytical, problem-solving, and stakeholder management skills.
Education
- Bachelor's Degree in a related field; equivalent education and relevant experience may be considered.
Certifications
- PMP and ITIL V3 or more recent certification.
Compensation & Benefits
- Salary $77,517 - $90,000 annually, plus bonus
- Comprehensive medical, dental, and vision insurance.
- 401(k) with 100% employer match up to 4% of compensation and immediate vesting.
- Employer-paid life, short-term, and long-term disability insurance.
- HSA/FSA options and employee wellness/EAP programs.
- Additional voluntary benefits, including accident, critical illness, legal, and pet insurance.
Candidates in the Eastern or Central Time Zone (ET/CT) are preferred.