Service Delivery Manager

Role overview

Manage day-to-day technology services for a portfolio of clients, coordinating delivery teams and acting as the main operational contact. The role combines service performance oversight, client communication, issue management, and continuous improvement across complex IT environments.

Responsibilities - Track service commitments and performance measures, including SLAs, SLOs, and KPIs; share updates in operational and business reviews. - Coordinate client communications, incidents, escalations, root cause reviews, and follow-up actions with delivery teams. - Organize changes, releases, maintenance, onboarding, and service transitions, including knowledge transfer and operational readiness. - Maintain governance records such as action logs, risk registers, improvement plans, and audit documentation. - Support account finances through billing checks, consumption reports, budget tracking, and cost optimization. - Identify improvement opportunities from service trends and client feedback, and coordinate teams to address dependencies and blockers.

Requirements - Bachelor’s degree plus four or more years of related experience, or equivalent experience in service delivery, client services, or IT operations. - Experience supporting client accounts in a managed services provider or complex IT environment. - Working knowledge of ITIL service management and ServiceNow, and familiarity with hybrid environments spanning infrastructure, cloud, databases, middleware, virtualization, networking, or mainframe systems. - Able to build client relationships, lead operational governance, manage routine escalations, and track risks and actions. - Strong analytical, organizational, communication, and problem-solving skills; able to explain technical topics to varied audiences and work across global teams. - Familiarity with budget tracking, consumption reporting, billing validation, and AI tools; available for required travel and scheduled on-call escalation coverage.

Nice to have

ITIL certification, experience with client onboarding or service transitions, and knowledge of client industry practices or regulatory considerations.

Benefits and work setup

The role is remote most of the time when client-site work is not required, with home or office options. The listing describes flexible scheduling, paid leave, health and insurance coverage, retirement matching, family leave, education assistance, wellness support, and other benefits.