Senior Service Delivery Manager

Bell Techlogix•Hampton, VA

About The Position

The Senior Service Delivery Manager (SDM) role is to enhance customer satisfaction by ensuring effective service delivery, drive revenue and margin growth, build effective senior level relationships, and be an advocate within Bell Techlogix for the account(s) assigned. Essential Functions: Build, develop, and maintain effective partnerships with c-suite and senior level employees across their client(s). Drives the governance process/structure that has been agreed between the client and Bell Techlogix. Lead all weekly, monthly, and quarterly client review meetings, ensuring accurate reporting and alignment on outcomes. Oversee and manage the P&L for assigned client accounts, ensuring financial performance targets are met. Ensure service level agreements (SLAs) and key performance indicators (KPIs) are consistently met or exceeded; develop and execute improvement plans when metrics fall short. Implement a formal automation strategy, partnering with tower leaders to pursue continuous process improvement, enhanced service quality, and increased profitability. Manage overall account profitability in partnership with tower operations leadership. Serve as the primary internal liaison between the client account and tower operations teams. Lead and collaborate with service delivery teams to drive customer satisfaction, achieve service level attainment, and support financial goals. Act as the single point of contact for day-to-day tower-related activities, including escalations, service issues, and operational inquiries. Participate in capacity and demand planning sessions to ensure operational readiness and resource alignment. Collaborates with internal teams, including Training, Quality, and Data Analytics to analyze and respond to client issues, identify, and trend top account concerns, and implement service and knowledge improvement initiatives. Serves as a strategic advisor, guiding clients in developing and executing their technology strategy. Accountable for account SLA attainment. Drive overall customer satisfaction and strengthen long-term client relationships. Partner across service towers and operations leadership to ensure appropriate staffing levels for new, changing, or reduced workloads; provide insights on account-driven impacts to scheduling, staffing, and workforce management. Responsible for driving productivity and efficiency measures through tower leadership. Serve as the primary client-facing point of contact for assigned tower(s). Support the leadership team in evaluating and managing tower service performance. Identify and drive opportunities within client organizations, including process improvements and expansion of service offerings. Other duties as assigned by management.

Requirements

Bachelor’s degree in Business, CIS, or a related field preferred. We also welcome candidates with an equivalent blend of training and 3–5 years of IT infrastructure experience along with 3–5 years in account or service-delivery management.
6+ years of experience in IT service delivery, account management, IT operations leadership role, or related client-facing services — or equivalent experience in a complex service or operations of mid-size or large accounts.
Previous account management experience while working across a matrixed organization
Excellent command of Microsoft Office Suite: Word, Excel, PowerPoint, Outlook, Project, and various internet browsers.
Ability to work independently
Demonstrated ability to work independently while exercising sound judgment.
Highly adaptable and flexible in a fast-paced and evolving work environment.
Excellent presentation and facilitation skills, with the ability to convey complex information clearly.
Strong organizational skills with exceptional attention to detail and follow-through.
Outstanding written and verbal communication skills.
Proven ability to effectively interact with all levels of leadership, staff, clients, and vendor partners.
Exceptional customer service orientation with strong problem-solving and conflict-resolution capabilities.
Collaborative team player with excellent interpersonal skills.
Strong analytical skills with experience developing, improving, and managing processes.
Ability to inspire, influence, and motivate teams to achieve high performance standards.
Proven ability to manage multiple priorities simultaneously while maintaining accuracy and meeting deadlines.
Ability to work at a computer for extended periods of time.
Must be able to communicate clearly via phone, video, and in-person meetings.
Occasional standing, walking, and reaching during office activities.
Ability to enter and review data on a computer accurately and efficiently.
Ability to travel as needed, up to 30–50% during peak periods.
Computer frequently.
Headset/phone frequently.
Must pass post-offer (pre-employment) background check and pre-employment drug test.

Nice To Haves

Experience working within an ITO service desk and infrastructure services.
Advanced/Expert ITIL certifications
Experience working with ServiceNow platform

Responsibilities

Build, develop, and maintain effective partnerships with c-suite and senior level employees across their client(s).
Drives the governance process/structure that has been agreed between the client and Bell Techlogix.
Lead all weekly, monthly, and quarterly client review meetings, ensuring accurate reporting and alignment on outcomes.
Oversee and manage the P&L for assigned client accounts, ensuring financial performance targets are met.
Ensure service level agreements (SLAs) and key performance indicators (KPIs) are consistently met or exceeded; develop and execute improvement plans when metrics fall short.
Implement a formal automation strategy, partnering with tower leaders to pursue continuous process improvement, enhanced service quality, and increased profitability.
Manage overall account profitability in partnership with tower operations leadership.
Serve as the primary internal liaison between the client account and tower operations teams.
Lead and collaborate with service delivery teams to drive customer satisfaction, achieve service level attainment, and support financial goals.
Act as the single point of contact for day-to-day tower-related activities, including escalations, service issues, and operational inquiries.
Participate in capacity and demand planning sessions to ensure operational readiness and resource alignment.
Collaborates with internal teams, including Training, Quality, and Data Analytics to analyze and respond to client issues, identify, and trend top account concerns, and implement service and knowledge improvement initiatives.
Serves as a strategic advisor, guiding clients in developing and executing their technology strategy.
Accountable for account SLA attainment.
Drive overall customer satisfaction and strengthen long-term client relationships.
Partner across service towers and operations leadership to ensure appropriate staffing levels for new, changing, or reduced workloads; provide insights on account-driven impacts to scheduling, staffing, and workforce management.
Responsible for driving productivity and efficiency measures through tower leadership.
Serve as the primary client-facing point of contact for assigned tower(s).
Support the leadership team in evaluating and managing tower service performance.
Identify and drive opportunities within client organizations, including process improvements and expansion of service offerings.
Other duties as assigned by management.