Service Delivery Manager

The Service Delivery Manager is an operational role designed to ensure successful delivery of Managed IT Services for assigned clients. They serve as a primary contact point and work to establish communication channels, build strong relationships, promote regular touchpoints and deliver meaningful reporting.

This individual is responsible for understanding service provider obligations, working with the service team to meet those obligations efficiently, and managing client expectations to high satisfaction levels.

They are accountable for onboarding/offboarding completion, process monitoring and maintenance, level of effort (LOE) baselines and variance, scope boundary interpretation and communications, timely effort approvals and invoicing, service level agreement (SLA) compliance, client survey content, frequency and results, checkpoint facilitation, RCA delivery, and Service Review action items.

The Service Delivery Manager is a full-time, client-facing position that reports to the Chief Operating Officer.

Responsibilities

• Develop client onboarding/offboarding plans and manage activities to completion.
• Interpret scope boundaries to ensure exclusions are communicated and the client is charged appropriately for work performed.
• Co-develop service level objectives (SLOs) with the client, then monitor and report on service level agreement (SLA) compliance.
• Baseline and monitor level of effort (LOE) for in-scope activities to identify trends and address discrepancies.
• Track completion of service requests and enhancements against embedded/allocated hours using established change controls and client approvals.
• Perform quality control to ensure work being performed meets satisfactory levels.
• Perform quality assurance to validate service delivery processes, tools, and documentation support expected outcomes.
• Perform gap analysis between client expectations, scope boundaries and available services and present findings to stakeholders to support agreement and invoice adjustments (known as ‘Checkpoints’).
• Perform problem management for grouped incidents, coordinate resources with support team leads and communicate root cause analysis (RCA) to stakeholders.
• Schedule, prepare and lead Service Review meetings with stakeholders.
• Participate in account planning sessions, executive business reviews (EBRs) and other sales support activities coordinated by Account Executives.
• Identify area(s) of opportunity for assigned clients and escalate to the appropriate sales and solutions resources.
• Follow and support development of Service Management policies, processes and procedures.

• 5–10 years of experience in service delivery, operations management, or client-facing roles.
• Experience in managing service delivery in a multi-client or enterprise environment.
• Proven track record of leading cross-functional teams and managing service delivery operations.
• Experience in performance management, coaching, and team development.
• Strong background in stakeholder engagement and customer satisfaction.
• Experience in managing SLAs, KPIs, and continuous improvement initiatives.
• Familiarity with ITSM tools & platforms (e.g., ServiceNow, Kaseya, Jira).
• Understanding of service lifecycle management and process optimization.
• Experience with cloud services, infrastructure, or software delivery (if relevant).
• Excellent verbal and written communication skills.
• Strong analytical and problem-solving abilities, especially in high-pressure environments.

Education

• Bachelor’s degree in business administration, Information Technology, or a related field or equivalent experience.
• Master’s degree or relevant certifications (e.g., ITIL, PMP, Six Sigma) are a plus.