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Job Summary
- The Service Delivery Manager is responsible for ensuring high-quality service delivery to clients, aligning IT services with business needs, and optimizing operational efficiency. The SDM will oversee the technical support teams, manage client relationships, and ensure compliance with SLAs (Service Level Agreements).
Key Responsibilities
Client Relationship Management
- Act as the primary point of contact for clients regarding service delivery.
- Ensure client satisfaction through regular communication and service reviews.
- Identify opportunities for service improvements and additional offerings.
Service Operations & Delivery
- Oversee IT service desk and field service teams to ensure timely issue resolution.
- Monitor and enforce adherence to SLAs and KPIs.
- Develop and implement ITIL-based service management processes.
- Handle escalations and ensure swift resolution of critical issues.
Team Management & Development
- Lead and mentor service delivery teams, fostering a high-performance culture.
- Conduct training sessions to enhance technical and customer service skills.
- Work closely with HR to recruit and retain top talent.
Process Improvement & Reporting
- Analyze service performance data to identify trends and areas for improvement.
- Develop reports and dashboards for internal and client-facing service metrics.
- Drive continuous improvement initiatives to enhance efficiency and service quality.
Compliance & Risk Management
- Ensure adherence to industry best practices, security standards, and compliance requirements.
- Implement risk mitigation strategies to minimize service disruptions.
- Maintain documentation and audit readiness for internal and external assessments.
Required Skills & Qualifications
Education & Experience
- Bachelor’s degree in IT, Business Management, or a related field (or equivalent experience).
- Minimum of 5 years of experience in IT service delivery or MSP operations.
- Experience managing client relationships and service teams in an MSP environment.
Technical Skills
- Strong understanding of ITIL frameworks and service management best practices.
- Familiarity with PSA (Professional Services Automation) and RMM (Remote Monitoring & Management) tools.
- Good knowledge of cloud solutions, networking, cybersecurity, and modern IT infrastructure, particularly within the Microsoft Azure Stack.
Soft Skills
- Excellent communication and interpersonal skills.
- Strong problem-solving and decision-making abilities.
- Ability to work under pressure and manage multiple priorities.
Preferred Certifications
- ITIL v4 Certification
- PMP (Project Management Professional) or PRINCE2
- Microsoft Azure, AWS, or other relevant technical certifications
