Firmwide Outsourced Solutions and Managed Services Director, Service Delivery Lead - Location Flexible

We are the leading provider of professional services to the middle market globally, our purpose is to instill confidence in a world of change, empowering our clients and people to realize their full potential. Our exceptional people are the key to our unrivaled, inclusive culture and talent experience and our ability to be compelling to our clients. You’ll find an environment that inspires and empowers you to thrive both personally and professionally. There’s no one like you and that’s why there’s nowhere like RSM.

*All locations may be considered for this position with hybrid flexibility.

Firmwide Outsourced Solutions and Managed Services Director, Service Delivery Lead

RSM is a leading provider of audit, tax, and consulting services to middle-market businesses and entrepreneurs across a broad range of industries. RSM’s Outsourced Solutions and Managed Services team provides a strategic bridge between business development, practice leadership, customers, and internal operations. This newly created team offers the opportunity to work in a startup type environment and help build the offering from the beginning and help shape the future of the Managed Services Practice. We are currently seeking a Service Delivery Lead for our Managed Services Practice.

A Service Delivery Lead plays a pivotal role in ensuring the seamless delivery of services to clients. This role involves managing service delivery teams, maintaining client relationships, and ensuring that services meet or exceed client expectations. Strong leadership, communication, and problem-solving skills are essential for driving service excellence and continuous improvement. 

Key Responsibilities: 

• Oversee the delivery of services to clients, ensuring high levels of satisfaction. 

• Manage and lead service delivery teams, providing guidance and support. 

• Develop and maintain strong client relationships, acting as the primary point of contact. 

• Monitor service performance metrics and implement improvements as needed. 

• Ensure compliance with service level agreements (SLAs) and contractual obligations. 

• Conduct regular service reviews with clients and internal stakeholders. 

• Identify and mitigate risks to service delivery. 

• Collaborate with other departments to resolve service-related issues. 

• Drive continuous improvement initiatives to enhance service quality and efficiency. 

• Prepare and present service performance reports to senior management. 

Key Deliverables: 

• Service performance reports and dashboards. 

• Client satisfaction surveys and feedback reports. 

• Service level agreement (SLA) compliance reports. 

• Risk assessment and mitigation plans. 

• Continuous improvement plans and implementation reports. 

• Training and development plans for service delivery teams. 

Required Skills and Qualifications: 

• Bachelor’s degree in Business Administration, or related experience. 

• Minimum of 5 years of experience in service delivery management or a related role. 

• Proven leadership and team management skills. 

• Excellent communication and interpersonal skills. 

• Strong analytical and problem-solving abilities. 

• Proficiency in service management tools and software (e.g., ITIL, ServiceNow). 

• Ability to work in