Service Delivery Manager

Bell Techlogix, Inc. • Indianapolis, IN

3d

About The Position

The Service Delivery Manager supports leadership in managing tower service performance and serves as the primary account contact for department operations and client needs. The role builds effective partnerships with senior-level client employees, drives agreed-upon governance structures, and leads weekly, monthly, and quarterly client reviews. It tracks commitments and department performance, provides account status to leadership, and drives continuous process improvement.

The position manages account profitability and margin targets across multiple departments while collaborating with account teams to achieve customer satisfaction, service-level attainment, and financial goals. It participates in capacity and demand planning; handles, escalates, and responds to client issues; analyzes account problems; and drives requested service improvements. The role also works with training and quality teams to identify recurring client issues and improve service knowledge.

The Service Delivery Manager is accountable for account business continuity, SLA attainment, and service desk delivery-team productivity, including incident mitigation, first-contact resolution, and average handle time. It works with leadership on staffing needs, partners with service delivery and account teams on plans for continued success, drives productivity and efficiency through tower leadership, and identifies client opportunities for process improvement and additional service lines. Other duties may be assigned by management.

Requirements

• Bachelor’s degree in business, computer information systems (CIS), or a related discipline; alternatively, some college with 2–3 years of IT infrastructure experience and 3–5 years in an account management role.
• At least 2 years managing service delivery and financials for mid-size or large complex accounts.
• Previous account management experience working across a matrixed organization.
• Excellent command of Microsoft Office Suite, including Word, Excel, PowerPoint, Outlook, and Project, as well as various internet browsers.
• Ability to work independently.
• Flexible and adaptable approach to work.
• Strong written and verbal communication skills.
• Excellent customer service, problem-solving, and conflict-resolution skills.
• Proven ability to work as a team player, with outstanding interpersonal and written and oral communication skills.
• Exceptional analytical and process-development skills.
• Ability to motivate others to perform above normal expectations.
• Ability to manage multiple issues at one time with exceptional follow-through.
• Ability to read computer screens and printed documents.
• Ability to work at a computer for long periods.
• Ability to enter data into a computer efficiently and correctly.
• Good hearing ability to participate in meetings, video calls, and phone calls, often in a team setting.
• Ability to travel to Bell Techlogix and client sites; travel may reach 30–50% at peak.

Nice To Haves

• Experience working within an ITO service desk.
• Advanced or expert ITIL certifications.
• Experience working with ServiceNow.

Responsibilities

• Support leadership in managing tower service performance.
• Build and maintain effective partnerships with senior-level client employees.
• Drive client-agreed governance processes and structures.
• Lead weekly, monthly, and quarterly client review sessions.
• Track commitments and ensure department performance against committed activities.
• Ensure continuous process improvements to support better performance.
• Engage with leadership and provide account status.
• Manage account profitability as it relates to department operations.
• Serve as the primary account contact for department operations and client needs.
• Collaborate with account teams to achieve customer satisfaction and service-level attainment while meeting financial goals.
• Participate in capacity and demand planning.
• Handle, escalate, and respond to client issues; analyze account problems and make requested service improvements.
• Collaborate with training and quality teams to trend top client issues and create knowledge-improvement checks.
• Ensure account business continuity and account SLA attainment.
• Drive service desk delivery-team productivity, including incident mitigation, first-contact resolution, and average handle time.
• Achieve account margin targets across multiple departments.
• Work with leadership to ensure appropriate staffing for new or reduced account work.
• Partner with the Service Delivery organization and delivery teams to develop plans and strategies for account success.
• Drive productivity and efficiency measures through tower leadership.
• Work cross-functionally with client teams on demand planning.
• Identify client opportunities, including process improvements and additional service lines.
• Perform other duties as assigned by management.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager