Senior Service Delivery Manager (IT Operations)

Role Name : Service Delivery Manager

Overview

The Service Delivery Manager ensures the successful delivery of IT services to clients while maintaining high levels of customer satisfaction.

Acting as the primary point of contact between the MSP and the client, the SDM coordinates service operations, manages client escalations, and ensures service levels are met.

The SDM also oversees service improvement initiatives and acts as the internal champion for the client’s business objectives.

Key Responsibilities

Client Relationship Management

Serve as the main point of contact for the client, ensuring effective communication and fostering strong relationships.

Conduct regular client reviews to discuss performance, satisfaction, and new opportunities.

Understand the client’s business objectives and ensure MSP services align with their goals.

Service Performance & Delivery

Ensure all IT services are delivered in line with Service Level Agreements (SLAs) and contractual obligations.

Monitor service metrics, including incident response times, resolution times, and overall service quality.

Manage service escalations and coordinate with internal teams to resolve issues promptly.

Operational Coordination

Liaise with internal & client service teams to ensure seamless delivery of services.

Oversee the onboarding process for new clients, ensuring a smooth transition into the managed service environment.

Manage resources effectively, ensuring that appropriate staffing levels and skills are allocated to meet client needs.

Service Improvement

Identify areas for process improvements within service delivery and implement enhancements to drive efficiency and client satisfaction.

Collaborate with the technical teams to recommend and implement new technology solutions, including automation for the client’s business.

Proactively work with clients to forecast and plan for future IT service needs, facilitating scalability and growth.

Financial & Contractual Management

Manage the financial aspects of the service delivery, including billing, budgeting, and profitability for the client account.

Ensure client contracts are up-to-date and reflect the services provided, including renewals and changes in service scope.

Provide cost estimates for additional services and manage scope changes with the client.

Reporting & Meetings

Provide regular service performance reports to clients and senior management through access to Auxis’ dashboards, reports and meetings (weekly, monthly, quarterly, yearly).

Analyze trends in service incidents and propose proactive measures to reduce recurrence.

Compliance & Security

Ensure compliance with relevant industry standards, data protection regulations, and security best practices.

Oversee the implementation of security measures and protocols as per client requirements.

Project Participation

Participate in project discussions, ensuring proper staff allocation to balance day-to-day delivery and project work.

Steering Committee

Participate in Client’s steering committee meetings to represent Auxis and its services provided to the client.

Required Skills

Client-Focused Mindset - A strong customer service orientation with the ability to manage client expectations and foster long-term relationships.

Technical Knowledge - Broad understanding of IT infrastructure, networks, cloud services (e.g., Azure, AWS), M365, and IT security principles.

Communication - Excellent written and verbal communication skills, capable of interacting effectively with both technical and non-technical stakeholders.

Problem-Solving - Analytical mindset to quickly identify problems, propose solutions, and ensure their timely implementation.

Leadership - Ability to lead service teams, coordinate resources, and drive results through collaborative efforts.

Project Management - Strong project management capabilities to handle client initiatives, system upgrades, and process changes.

ITIL / Service Management - Familiarity with ITIL best practices and experience in managing IT services using an ITSM tool.

Qualifications

Bachelor’s degree in information technology, Business Administration, or related field.

6+ years of experience in IT service management, preferably within a Managed Services Provider environment.

ITIL Foundation certification (or higher) is highly preferred.

Experience with service management tools and platforms.

Proven ability to manage complex client accounts and deliver high-quality service.

Role Key Performance Indicators (KPIs)

SLA adherence and service performance metrics.

Client satisfaction scores (e.g., Net Promoter Score, CSAT).

Contract renewal and account growth metrics.

Financial performance of the client account (profit margins, billing accuracy).

Career Path

A Service Delivery Manager may progress into higher management roles, such as Director of Service Delivery, or Client Success Director, with opportunities for specialization in fields like cloud services, cybersecurity, or infrastructure management.