The Service Delivery Manager is responsible for managing client relationships, overseeing 24x7 global support operations, and ensuring service delivery meets agreed-upon Service Level Agreements. This role also involves coordinating support resources, managing project budgets, and driving process improvements to ensure high-quality service and customer satisfaction.
For 20- plus years Centroid has helped complex companies accelerate their digital transformation by implementing and managing Cloud-based business solutions. We specialize in advisory, deployment, migration, integration and managed services. Our goal is to provide superior service to our clients while providing our employees with continued growth and success.
Job Type: Full Time Employee Travel: 100% remote
Position Description: The SDM is responsible for managing and developing Centroid’s support relationship and the delivery of Centroid’s managed service offerings across multiple client engagements. Establishing and maintaining strong client relationships is key in order to certify Centroid as a trusted advisor and proponent of our customers’ business goals. The SDM plans and deploys support services as defined by the agreed upon Service Level Agreement and ensures deliverables are met. This role also includes an account management component by providing the link among projects, programs, clients, and support resources with the intent to grow client relations and Centroid’s footprint.
Day to Day Responsibilities:
Coordination of support resources, as well as, facilitating the communication with customers, internal partners and vendors.
Lead team training to ensure team is familiar with IT service delivery processes and best practices. Maintain knowledge set and capabilities of team functions,
Operations Support and People Management.
Manage and Oversee 24x7 Support Operations delivered by a Global Team.
Design and follow appropriate governance model/plan for SLA based support contracts.
Drive cross-functional interaction to ensure successful and timely delivery of high-quality support services.
Ensure that systems, processes and methodologies, as specified, are followed to ensure effective monitoring, control and support of service delivery.
Manage regular internal and customer facing operational reporting including system uptime and utilization, incident management, resource forecasting and utilization and overall account status.
Responsible for timely and accurate monthly billing in accordance with the clients’ contract. This includes regular reviews and management of resources time and timesheets.
Define and implement the required processes to enable the functioning of a global support center.
Ensure excellence in service delivery to ensure customer satisfaction and minimize down time. Identify areas for process improvement to ensure that teams are improving performance and service quality. Lead efforts at client engagements and across Centroid to implement and measure the improvements.
Onboarding of new Managed Services clients to the Centroid delivery team.
Track, manage, negotiate, and maintain client SOWs (Statements of Work), budgets, and project resource timesheets.
Communicate potential needs for change orders with clients based upon new support needs or projects.
Maintain knowledge of the latest industry technologies and Centroid Service Offerings.
Work with Centroid Consulting and Sales organizations on sales pursuit for Managed Services opportunities.
Travel: 10% or less Required Skills:
A minimum of 10 years of applicable industry experience in delivering Enterprise IT Services.
3 to 5 years managing teams as part of an IT Service Delivery organization.
Proven ability to manage multiple accounts and engagements across multiple industries and technologies.
Demonstrable experience managing customers and delivery of IT services.
Proven people management skills.
Must possess strong written and oral communication skills
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