Service Delivery Manager

Job Summary

A company is looking for a Service Delivery Manager to oversee managed services efforts and enhance client satisfaction.

Key Responsibilities

• Acts as the liaison between customers and Technical Service Delivery teams, managing customer relationships and satisfaction
• Leads and manages Quarterly Business Review (QBR) programs and oversees client-specific projects
• Drives Root Cause Analysis efforts for service failures and presents Monthly Service Level Agreement (SLA) reporting

Required Qualifications

• BS/BA in a relevant program or equivalent work experience
• 3-5 years managing clients in a Managed Services organization
• 5+ years of Managed Services/ITSM experience with increased responsibility
• ITIL v3/4 Foundation certification
• Experience with tools such as Confluence/Jira and ServiceNow