Talent Acquisition as a Service for Brand-Conscious Brands
Service Delivery Manager
Location
District Of Columbia + 1 moreAll locations: District Of Columbia | Washington
Posted
6 days ago
Salary
0
Seniority
Senior
Job Description
Service Delivery Manager
Private Label Staff
• Manage the overall delivery of managed services to commercial clients • Serve as the primary point of contact for client escalations, service reviews, and operational communication • Ensure service level agreements (SLAs) and performance metrics are consistently achieved • Coordinate with engineering, support, project management, and leadership teams to ensure successful service delivery • Lead recurring client meetings, including business reviews and operational updates • Monitor ticket trends, client satisfaction, and service performance to identify areas for improvement • Drive process improvements and operational efficiencies across service delivery functions • Assist with onboarding new clients and transitioning services into support operations • Manage escalations and work proactively to resolve client concerns • Maintain documentation related to client environments, processes, and service standards • Support account growth by identifying opportunities for additional services and solutions
Job Requirements
- 3+ years of experience in Service Delivery, Account Management, IT Operations, or Managed Services
- Experience working within an MSP or IT services environment
- Strong understanding of managed services, IT infrastructure, cloud services, networking, and support operations
- Proven ability to manage multiple clients and priorities in a fast-paced environment
- Excellent communication, organization, and problem-solving skills
- Experience managing client relationships and executive-level communication
- Familiarity with ticketing systems, SLAs, KPIs, and IT service management best practices
- Experience with platforms such as ConnectWise, ServiceNow, Autotask, Jira, or similar tools preferred
- ITIL certification or service management experience preferred
- Previous leadership or team management experience preferred
- Technical background in infrastructure, cloud, cybersecurity, or networking preferred
- Bachelor’s degree in Information Technology, Business, or related field preferred.
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