Job Description
Robert Half is seeking a Sr. Service Delivery Manager.
Remote, may require quarterly travel to key client sites predominately in the Southwest.
The Service Delivery Manager (SDM) will oversee the end-to-end delivery of IT services for a portfolio of clients. The Service Delivery Manager is responsible for overseeing the delivery of managed services to clients, ensuring that all service level agreements (SLAs) are met and that customer satisfaction is maximized. The SDM will coordinate cross-functional teams, manage technical escalations, and drive continuous improvement in service delivery processes. This is a client-facing role requiring both strong technical and operational acumen as well as excellent interpersonal skills.
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Key Responsibilities:
• Serve as the primary point of contact for assigned clients regarding service performance, escalations, and ongoing delivery.
• Coordinate internal teams (helpdesk, NOC, engineering) to ensure smooth resolution of incidents and implementation of service changes.
• Monitor and report on SLAs, KPIs, and service metrics, using tools like ServiceNow, LogicMonitor, Splunk or similar platforms.
• Own the process for ensuring incidents are resolved and coordinating resources to deliver timely solutions.
• Deliver post-incident reviews/root causes, and drive continuous improvement.
• Maintain documentation, process runbooks, and service delivery playbooks
• Partner with Client Success Manager (CSM) to conduct regular client service reviews, including performance reporting, roadmaps, and opportunity identification.
• Work with Client Success Managers and technical leads to align IT solutions with evolving client needs.
Other duties as needed
Interviews are currently being conducted, for immediate consideration please apply
The successful Sr. Service Delivery Manager will have:
• 5+ years of experience in IT Service Delivery, preferably in a Managed Services Provider (MSP) environment.
• Experience with network/infrastructure fundamentals.General understanding of Networks, firewall best practices, router/switch.
Understands networking processes and can translate process and provide analysis -previous hands on networking experience is a plus but not required.
• Knowledge of Datacenter, server, backupus and infrastructure processes
• Demonstrated ability to collaborate effectively within team environments, contributing to shared goals and fostering a culture of open communication and mutual respect.
• Deep understanding of ITIL principles and best practices (ITIL v4 certification a plus).
• Knowledge of ITSM Monitoring tools
• Strong grasp of SLA management, ticketing systems (ServiceNow), remote monitoring tools (LogicMonitor or similar) and reporting tools (Splunk).
• Previous client facing experience preferred
• Excellent organizational, communication, and negotiation skills.
• Ability to manage multiple client accounts with varying levels of complexity.
Background required prior to employment
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