Service Delivery Manager

Bounteous x Accolite makes the future faster for the world's most ambitious brands. Our services span Strategy, Analytics, Digital Engineering, Cloud, Data & AI, Experience Design, and Marketing. We are guided by Co-Innovation, our proven methodology of collaborative partnership.  
Bounteous x Accolite brings together 5000+ employees spanning North America, APAC, and EMEA, and partnerships with leading technology providers. Through advanced digital engineering, technology solutions, and data-driven digital experiences, we create exceptional and efficient business impact and help our clients win. 
We are seeking a Service Delivery Manager with extensive experience in managed services, IT Service Management (ITSM), and ITIL Framework to join our team. This role is responsible for prioritizing, guiding, and leading practice area teams to deliver outstanding support to Bounteous x Accolite (BxA)’s managed services clients.
Reporting to the Service Delivery Director, the Service Delivery Manager works closely with service delivery coordinators, process analysts, technical leaders, and engineers to ensure the successful delivery of managed services. This includes overseeing infrastructure and application managed services, enhancing IT service management practices, and driving continual improvement initiatives. Additionally, the Service Delivery Manager serves as the primary point of contact for clients regarding managed service escalations and satisfaction.

Role and Responsibilities

• Champion managed services within BxA and with our clients to increase awareness of IT Service Management (ITSM) and its role in co-creating value
• Serve as the liaison between customers, client account leadership, project delivery teams, and technical service teams 
• Demonstrate a deep understanding of managed service offerings and take ownership of delivering all contracted services to customers 
• Build and maintain strong internal and external relationships, consistently aiming for the highest level of customer satisfaction
• Manage a customer satisfaction program, including regularly gathering feedback and developing action plans to enhance the service experience
• Contribute to the development of standard client-specific statements of work, enforce change order governance for out-of-scope work, and ensure contractual obligations are met
• Balance cost reduction initiatives, account profitability, and customer satisfaction by reporting on profitability and managing time/expense costs against client accounting codes
• Partner closely with program delivery and client service teams to provide necessary tools and documentation to effectively support managed services clients
• Collaborate with major incident management teams on root cause analysis for service failures and communicate resolutions to impacted customers 
• Escalate significant client service impacts or issues to the Service Delivery Director
• Work with stakeholders to establish effective Service Level Agreements (SLAs) to ensure client satisfaction
• Lead and manage Quarterly Business Reviews (QBRs) for assigned customers, including auditing delivery performance, preparing presentations, and documentation
• Deliver monthly SLA reporting and performance reviews
• Support BxA's ITSM best practices in line with ITIL-aligned workflows and processes to facilitate inter-team communication and meet client requirements
• Recommend service resource models and utilize data from volume-based metrics and KPIs to justify resource needs
• Anticipate client needs and manage the allocation of resources and staff to ensure services are delivered within budget and minimize disruptions
• Lead service review meetings, manage customer expectations, and consistently strive for customer delight
• Maintain flexible availability, including attending P1 bridge calls and managing major incidents if MIM services are unavailable
• Offer on-call support outside of regular hours to provide major incident management, coordinating escalations and communications with BxA, our clients, and other stakeholders during major incidents

Preferred Qualifications

• 5+ years of experience supporting clients in a managed services organization
• 5+ years of progressively responsible experience in managed services and IT Service Management (ITSM)
• Background in managed or outsourcing service models, including application and infrastructure support services
• ITIL v3/4 Foundation certification or training required
• Experience coaching and developing team members
• Strong understanding of digital technologies
• Proficiency in ITSM tools such as ServiceNow and JSM/Jira
• Experience with project management tools, including Confluence and Jira
• Familiarity with operations tool