Service Delivery Manager for Managed Services •

Service Delivery Manager For Managed Services

Fully Remote - USA

Are you looking to advance your IT career in Service Delivery Management? Let's chat and see if we are a good match!

Opportunity :

VSO is seeking an experienced Service Delivery Manager to oversee the successful delivery of IT managed services to key accounts. In this leadership role, you will be responsible for managing client relationships, ensuring the alignment of managed services projects with business goals, and ensuring high-quality delivery of those services. Also responsible for managing a team of other SDMs and technicians. The ideal candidate will have a technical background combined with excellent communication skills, the ability to manage multiple projects, and a deep understanding of client needs in a fast-paced environment.

Job Responsibilities :

Account Management :

Serve as the primary point of contact for clients, managing all aspects of service delivery.

Build and maintain strong, long-term client relationships, ensuring customer satisfaction and retention.

Project Delivery :

Lead the end-to-end delivery of IT projects, ensuring on-time, on-budget completion that meets or exceeds client expectations.

Coordinate with internal teams to deliver solutions on time and drive continuous improvement in delivery processes.

Team Leadership :

Manage a cross-functional team of IT professionals, ensuring that all members are aligned with client goals, project deadlines, and best practices.

Provide coaching and mentorship to team members to foster their growth and development.

Technical Oversight :

Ensure technical solutions align with business requirements, maintaining a high level of quality in service delivery.

Engage Architects to ensure technical solutions meet the customer's needs.

Risk & Issue Management : Proactively identify and mitigate risks that could impact project timelines, quality, or client satisfaction.

Escalate issues as needed and drive resolution efforts to maintain project momentum.

Client Engagement & Communication :

Regularly communicate project status, risks, and solutions with clients.

Develop and deliver reports on service performance, key deliverables, and future opportunities.

Process Optimization : Continuously assess and improve internal delivery processes, tools, and methodologies to drive operational efficiencies in collaboration with the Practice Lead.

Contract & SLA Management :

Oversee service level agreements (SLAs) and contract terms, ensuring that deliverables are met and that clients are provided with exceptional service.

Collaboration :

Work closely with Sales, Pre-Sales, and other business units to identify opportunities for new IT services or solutions to drive customer success and satisfaction.

Requirements

Required Qualifications :

Bachelor's degree in Computer Science, Information Technology, Business Administration, or related field (or equivalent experience).

Minimum of 3-5 years of experience in IT managed service delivery and / or client-facing roles within the IT industry.

3+ years of experience running / managing the operations of a Managed Service team and related accounts

Experience leading Managed Services teams and managing IT delivery at scale.

Strong understanding of IT infrastructure, cloud technologies, and enterprise IT managed services solutions.

Demonstrated ability to manage complex client accounts, ensuring customer satisfaction and successful project outcomes.

Excellent problem-solving skills and the ability to resolve conflicts and technical issues while leveraging your team.

Exceptional communication and interpersonal skills, with the ability to communicate complex technical concepts to non-technical stakeholders.

Strong organizational skills with the ability to manage multiple projects simultaneously.

Please note that pursuant to a government contract, this specific position requires U.S. citizenship status.

Preferred Qualifications :

Technical background in an IT infrastructure field.

Knowledge of service management tools and platforms (Jira).

Experience in managing large-scale IT managed services implementations or digital transformation initiatives.

Personal Attributes :

Strong leadership and mentoring skills.

Client-centric mindset with a passion for delivering high-quality service.

Strategic thinker with the ability to align technology solutions with business goals.

Ability to adapt to changing client needs and fast-paced environments.

Excellent time management and prioritization skills.

What is Important to Us :

You are an excellent communicator in writing and speaking.

You have the ability to work independently but also value teamwork.

Your problem-solving skills are excellent.

You are looking for a job where performance appraisals occur regularly, and you look forward to advancing your career.

You seek a community of virtue-centered co-workers and clients.

What we offer you : As part of the VSO company, you will be part of a virtue-centered team who value their work and teammates. We provide ongoing learning and development opportunities to foster continuous growth.

More About VSO : VSO is a hybrid cloud and managed services consulting firm. Much of VSO's success can be attributed to our deep partnerships with IT services industry leaders such as AWS, IBM, Microsoft and others. VSO leverages numerous other partner relationships so as to provide our customers with optimal support. Additionally, we take pride in taking care of our employees. We offer a wide variety of benefits for eligible employees related to health, retirement, professional development, and more!

Salary Description :

$95,000.00 - $115,000.00