The Service Delivery Manager acts as the primary operational leader for managed services clients, overseeing customer relationships, service performance, and governance. They are responsible for managing escalations, driving service improvements, and ensuring accurate billing while coordinating cross-functional teams.
This is a remote position.
Service Delivery Manager Full-Time/ Remote
Salary: $77,517 - $90,000 annually + bonus
Position Summary
We are seeking an experienced Service Delivery Manager (SDM) to serve as the primary customer success and service delivery leader for assigned Managed Services clients.
This role is responsible for customer relationships, service performance, governance, escalations, billing, and continuous improvement, while helping customers realize maximum value from their Managed Services partnership.
Key Responsibilities
Serve as the primary operational relationship owner and trusted partner for assigned Managed Services customers.
Build strong relationships with executive sponsors, business stakeholders, and operational leaders.
Monitor service performance and SLAs, identify risks, and drive service improvement initiatives.
Lead Monthly and Quarterly Business Reviews, executive governance meetings, and customer performance discussions.
Manage major customer escalations, incidents, Root Cause Analyses (RCAs), and corrective action plans.
Coordinate cross-functional teams including Service Desk, NOC, Security Operations, Solution Architects, Professional Services, Sales, and Customer Success.
Support customer onboarding, service integrations, expansions, and other major initiatives.
Ensure accurate monthly billing and tracking of time-and-materials activities.
Support customer retention, renewals, service enhancements, and long-term account growth.
Qualifications
10 years of experience in IT infrastructure management and/or vendor management.
3+ years in a customer-facing leadership role responsible for strategic relationships and service outcomes.
Experience leading executive-level customer engagements, governance programs, escalations, and service improvement initiatives.
Strong understanding of Managed Services operations and IT Service Management principles. Ability to translate technical and operational information into business-focused recommendations.
Strong communication, analytical, problem-solving, and stakeholder management skills.
Education
Bachelor's Degree in a related field; equivalent education and relevant experience may be considered.
Certifications
PMP and ITIL V3 or more recent certification.
Compensation & Benefits
Salary $77,517 - $90,000 annually, plus bonus
Comprehensive medical, dental, and vision insurance.
401(k) with 100% employer match up to 4% of compensation and immediate vesting.
Employer-paid life, short-term, and long-term disability insurance.
HSA/FSA options and employee wellness/EAP programs.
Additional voluntary benefits, including accident, critical illness, legal, and pet insurance.
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