Service Delivery Manager - IT

Salary: $110,000 - 130,000/yearAs a Service Delivery Manager, you will be responsible for managing service level agreements (SLAs) and ensuring the smooth delivery of services to our clients in the managed services provider (MSP) and audiovisual (AV) consulting industry.

Responsibilities

• Manage and oversee the delivery of services to clients, ensuring adherence to SLAs and quality standards.
• Monitor service performance metrics and KPIs, identifying areas for improvement and implementing corrective actions.
• Collaborate with internal teams, including technical support, operations, and sales, to meet client needs and expectations.
• Develop and maintain strong relationships with clients, acting as the main point of contact for service-related inquiries and escalations.
• Conduct regular service reviews with clients to review performance, address concerns, and identify opportunities for upselling or cross-selling.
• Lead and mentor a team of service delivery professionals, providing guidance and support to achieve departmental goals.
• Stay updated on industry trends, best practices, and emerging technologies to enhance service delivery capabilities.

Requirements

• Bachelor's degree in Business Administration, Information Technology, or related field; relevant certifications (e.g., ITIL) preferred.
• Minimum of 3 years of experience in service delivery management, preferably in the MSP or AV consulting industry.
• Proven track record of managing SLAs, KPIs, and client relationships.
• Strong understanding of ITIL framework and service management principles.
• Excellent communication, leadership, and problem-solving skills.