Service Delivery Manager

Description

We are seeking a highly motivated and experienced Service Delivery Manager to join our client’s team. This pivotal role combines technical planning with client relationship management to ensure exceptional service delivery. The ideal candidate will oversee Helpdesk and Professional Services standards, focusing on strategy, planning, and customer engagement rather than hands-on technical execution. The service delivery manager will be a key contact to all managed service clients and be the primary driver in evaluating customer feedback to develop quality improvement processes.
  
Responsibilities:

• Oversee and enhance the efficiency of service-related tasks, driving improvements when necessary.
• Establish and maintain processes and systems that support the delivery of exceptional services.
• Manage ongoing Professional Services projects.
• Evaluate both internal and external procedures, creating strategies that optimize service outcomes while ensuring ongoing client communication.
• Collaborate with clients to understand their technological environments, identifying opportunities for the Sales team.
• Coordinate quarterly review sessions, providing feedback on service quality and performance to customers with a Managed Services Agreement.
• Support the onboarding process for new clients, building relationships to maximize the benefit of our services.
• Take charge of critical incidents, liaising with relevant teams, and facilitating post-incident reviews.

Requirements:

• 3+ years experience as a Service Delivery Manager / similar role
• Experience working in a Service or Helpdesk environment, ticket handling, escalation, etc.
• Familar with HPE Enterprise Solutions, Microsoft Stack, Public Cloud, Networking and IT Security
• Familiar with networks, cyber security, MSO365, Azure & Windows Server
• Previous experience working in a Managed Services Environment would be beneficial