Senior Service Delivery Manager
About The Position
The Senior Service Delivery Manager (SSDM) is responsible for service-level performance, achievement, and continuous improvement for a dedicated very large enterprise account. The role operates across all levels of the customer organization and builds a trusted, performance-driven, client- and partner-focused culture of professional excellence. The SSDM leverages standardized processes, governance, reporting, and delivery capabilities across multiple customers. The SSDM engages customer and partner leadership to establish business outcomes and service expectations, coordinates internal stakeholders and delivery functions, monitors account and portfolio costs, and ensures services comply with contractual, policy, security, and governance requirements. The role establishes service-management processes and governance, identifies improvement opportunities, and directly leads, manages, and evaluates subordinate technical resources.
Requirements
- At least 8 years of experience in service delivery, service management, or operations in a customer-facing role.
- Working knowledge of ITIL and service-management principles, SLAs, KPIs, ITSM, RCA, and continuous improvement.
- Demonstrated ability to manage priorities across multiple customers and competing service requirements.
- Strong analytical, organizational, communication, and stakeholder-management skills.
- Ability to work effectively across distributed teams and in a challenging, continuously changing environment.
- Proficiency with Microsoft Office applications, particularly Excel, PowerPoint, and Word.
Nice To Haves
- Bachelor's degree in business, information technology, service management, or a related field; equivalent education or experience may be considered.
- Experience with ServiceNow or comparable IT service-management tools.
Responsibilities
- Develop effective engagement with customer leadership (C-Suite, SVP, VP, Director) and partner stakeholders to establish clear business outcomes and service expectations.
- Act as the end-to-end service delivery orchestrator across multiple customers, coordinating internal stakeholders and delivery functions.
- Monitor account and portfolio cost drivers to help ensure costs and operating margins align with budgets, forecasts, and contractual expectations.
- Ensure services are delivered according to contract requirements, policies, standards, SLAs, security requirements, and applicable governance processes.
- Establish and maintain processes and governance supporting contractual service obligations and consistent service delivery across the customer portfolio.
- Identify and implement service improvements that enhance effectiveness, efficiency, quality, customer experience, and operational performance.
- Directly lead, manage, and evaluate subordinate technical resources.
Benefits
- Affordable medical, dental, vision, life, and disability insurance.
- Matching 401(k) plan.
- Paid time off, including holidays, vacation, and sick leave.
- Employee Assistance Program.
- Reward and Recognition Programs.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Senior
