Senior Service Delivery Manager

At the company, our Purpose is to be a relentless ally, disrupting the status quo and unleashing our clients to Do Great Things! We enable our clients to achieve key business outcomes that reshape how our world runs. As an expert technology adviser and managed service provider with cross-platform certifications, the company empowers our clients to keep up with continuous change and embrace innovation.

We can Do Great Things because we have great Associates. The company Core Values unify our diverse talents and are woven into how we do business. These five traits are the key to achieving our purpose:

Honesty, Reliability, Curiosity, Collaboration, and Passion.

About the role and what you'll be doing

The Senior Service Delivery Manager (SDM) is the primary operational advocate and advisor for assigned clients. Working across the company delivery, support, and account teams, the SDM ensures contracted services meet client expectations, service commitments, and desired business outcomes. This role leads service governance, performance management, escalations, risk management, and continuous improvement across complex, multi-service environments.

Key Responsibilities

• Own end-to-end service delivery for assigned complex, multi-service accounts, ensuring SLAs, SLOs, KPIs, and contractual commitments are met.

• Serve as the primary operational contact and trusted advisor for client stakeholders, partnering with the Client Executive and delivery teams.

• Lead weekly operational reviews, MBRs, QBRs, and executive briefings; translate service data into clear business insights and recommendations.

• Lead major incident governance, escalations, root cause reviews, and corrective action plans with timely, audience-appropriate communication.

• Oversee change, release, and maintenance coordination, representing the client perspective and minimizing business disruption.

• Maintain governance artifacts, risk registers, Service Improvement Plans, audit readiness, and compliance with the company and client requirements.

• Manage account financial activities, including budget tracking, forecasting, billing validation, consumption reporting, cost optimization, and identification of growth opportunities.

• Use performance trends, client feedback, and the company Portal insights to prioritize continuous improvement, automation, resilience, security, and cost-efficiency initiatives.

• Coordinate resources and cross-functional dependencies, resolving delivery blockers and aligning skills to account needs.

• Support client onboarding and service transitions, ensuring knowledge transfer and operational readiness.

• Mentor SDM colleagues, share best practices, and contribute to consistent service delivery standards across the practice.

We want all new Associates to succeed in their roles at the company. That's why we've outlined the job requirements below. To be considered for this role, it's important that you meet all Required Qualifications. If you do not meet all the Preferred Qualifications, we still encourage you to apply.

Required Qualifications

• Bachelor’s degree and at least seven years of related experience, or equivalent work experience, with demonstrated progression in service delivery management.

• 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 independently, and communicate effectively with Director-level stakeholders.

• Strong analytical and problem-solving skills, including the ability to anticipate risks and turn operational data into business-relevant recommendations.

• Financial and commercial acumen, including budget management, consumption reporting, billing validation, and identification of growth opportunities.

• Working knowledge of ServiceNow and hybrid technology environments, such as mainframe, infrastructure, cloud, databases, middleware, virtualization, and networking.

• Proficient use of AI tools, prompting, and agents to improve productivity and client insights.

• Strong executive presentation and public-speaking skills, with the ability to communicate technical topics to technical and non-technical audiences.

• Ability to mentor colleagues and contribute to service delivery best practices.

• Willingness to travel as required and participate in structured on-call escalation coverage.

Preferred Qualifications

• ITIL certification and experience supporting client onboarding or service transitions.

• Knowledge of client industry practices, trends, and regulatory considerations.

Why the company?

The company is a place to make better happen – for our clients and for your career. You can do great things through innovation or collaboration, by learning or volunteering, or to promote diversity and inclusion. You can do great things for your own health or for a healthier planet. Whatever it means to you to do great things, we want the company to be the place you can do it.

We are a client-facing business, but we do encourage clients to allow us to work remotely most of the time so if you are not required to be on a client site, you can choose to work from home or in the company offices.

Some of our benefits include

• 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 flexible spending accounts

• Family Forming Benefit including fertility coverage and adoption/surrogacy reimbursement

• Paid childbearing and paternal leave

• Education Reimbursement, Student Loan Assistance or 529 College Funding

• Sabbatical leave

• Wellness program

• Flexible work schedule

As of the date of this posting, a good faith estimate of the current pay scale for this role is $96,000 to 145,000 annually based on a full-time schedule. Please note that placement in the range may vary based on numerous factors including but not limited to skills, experience, internal equity, and business needs. In addition to base salary, other compensation programs, depending on eligibility, include an annual bonus plan based on company and individual performance and an equity grant under our Associate Equity Appreciation Program.

The company is an Equal Opportunity/Affirmative Action employer. We are committed to providing equal employment to our Associates and building a diverse and inclusive workforce. All qualified applicants will be considered without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or other legally protected basis, in accordance with applicable law.

Pay transparency nondiscrimination statement/posting OFCCP's pay transparency policy can be found on OFCCP's website.

If you need accommodation at any point during the application or interview process, please let your recruiter know or email [link for members]