Senior Service Delivery Manager

📋 Description

• Own end-to-end service delivery for assigned complex, multi-service accounts, ensuring SLAs, SLOs
• Serve as the primary operational contact and trusted advisor for client stakeholders, partnering
• Lead weekly operational reviews, MBRs, QBRs, and executive briefings; translate service data into
• Lead major incident governance, escalations, root cause reviews, and corrective action plans with
• Oversee change, release, and maintenance coordination, representing the client perspective and
• Maintain governance artifacts, risk registers, Service Improvement Plans, audit readiness, and

🎯 Requirements

• Bachelor's degree and at least seven years of related experience, or equivalent work experience
• Experience managing strategic client accounts in an MSP or complex, multi-tower IT environment.
• Strong knowledge of ITIL service management principles; ITIL certification is preferred.
• Proven ability to build trusted relationships, lead governance forums and escalations
• Strong analytical and problem-solving skills, including the ability to anticipate risks and turn
• Financial and commercial acumen, including budget management, consumption reporting, billing

🎁 Benefits

• Unlimited Paid Days Off
• Three health plan options
• 401k with company match
• Eligibility for dental, vision, short and long-term disability, life and AD&D coverage, and
• Family Forming Benefit including fertility coverage and adoption/surrogacy reimbursement
• Paid childbearing and paternal leave