Service Delivery Manager

Corsica Technologies, LLC•Fort Wayne, IN

About The Position

The Managed Services Service Delivery Manager is responsible for ensuring the successful delivery of managed IT services to clients while maintaining high levels of customer satisfaction, service quality, and operational excellence. This role serves as the primary point of contact for clients, overseeing service performance, managing cross-functional teams, driving continuous service improvements, and ensuring adherence to Service Level Agreements (SLAs). The ideal candidate combines strong leadership, customer relationship management, technical understanding, and operational management skills.

Requirements

Bachelor's degree in Information Technology, Computer Science, Business, or related field (or equivalent experience).
5–8+ years of experience in IT Service Delivery, Managed Services, or IT Operations.
3+ years in a customer-facing leadership or management role.
Strong understanding of IT infrastructure, cloud technologies, networking, cybersecurity, and enterprise applications.
Experience managing enterprise customers and complex service environments.

Nice To Haves

ITIL Foundation or ITIL 4 Managing Professional
ITIL Service Management
Incident, Problem, Change, and Release Management
Microsoft Azure, AWS, or Google Cloud Platform
Microsoft 365 Administration
Autotask, or similar ITSM platforms
RMM and Monitoring tools (Datto and SolarWinds)
Power BI or similar reporting tools
Excellent communication and presentation skills
Strong customer relationship management
Leadership and team development
Strategic thinking and problem-solving
Conflict resolution and negotiation
Time management and organizational skills
Decision-making under pressure
Service improvement initiative completion
Revenue growth from managed services accounts
Experience managing Managed Services Provider (MSP) operations.
Experience supporting hybrid cloud and multi-cloud environments.
Experience with enterprise IT outsourcing engagements.
Familiarity with ISO 20000, ISO 27001, SOC 2, or other IT governance frameworks.
Experience leading geographically distributed or offshore support teams.

Responsibilities

Own end-to-end service delivery for assigned managed services customers.
Ensure services are delivered according to contractual obligations and SLAs.
Monitor service performance, availability, and quality metrics.
Lead service review meetings and present performance reports to customers.
Manage service escalations through successful resolution.
Build and maintain trusted relationships with customer stakeholders.
Understand customer business objectives and align service delivery accordingly.
Act as the primary customer advocate within the organization.
Identify opportunities to improve customer satisfaction and expand service offerings.
Coordinate cross-functional teams including Service Desk, Infrastructure, Cloud, Security, Network, and Application Support.
Ensure effective incident, problem, and change management processes.
Drive root cause analysis and preventive actions for recurring issues.
Monitor resource utilization and service capacity.
Identify opportunities for continuous service improvement.
Implement automation and operational efficiencies.
Lead service transition activities for new customers or projects.
Develop and execute service improvement plans.
Produce regular operational (Weekly and Monthly) and executive service reports.
Track KPIs, SLAs, customer satisfaction (CSAT), and service trends.
Participate in Quarterly Business Reviews (QBRs) with customers.
Ensure compliance with ITIL processes and organizational standards.
Monitor service profitability and budget performance.
Review contract scope and identify out-of-scope activities.
Support renewals, contract negotiations, and service expansions.
Collaborate with sales and account management teams on growth opportunities.
Identify operational risks and implement mitigation plans.
Ensure compliance with security, regulatory, and contractual requirements.
Support audits and compliance initiatives.