Service Delivery Manager

Description

Robert Half is currently seeking an experienced IT Service Delivery Manager for our client in the Managed Services space. The Senior Service Delivery Manager is accountable for the operational success of managed IT services delivered to assigned clients. This role owns service performance, escalation management, and client satisfaction, acting as the bridge between customers and internal technical teams. Success is measured by reliable service delivery, strong client relationships, reduced operational risk, and continuous improvement across people, process, and technology.

This is a Direct Hire position.

SPONSORSHIP/C2C ARE NOT AVAILABLE FOR THIS ROLE.

We are open to remote candidates around the US who are comfortable with travel to client sites (up to 20%).

Key Responsibilities

• Own day-to-day and long-term service delivery outcomes for multiple managed services clients.
• Ensure services are delivered in alignment with contractual obligations, SLAs, and defined KPIs.
• Track and analyze operational performance, including:
• Ticket volume, backlog, and resolution times.
• SLA compliance and trend analysis.
• Incident frequency, severity, and root causes.
• Coordinate cross-functional teams (service desk, NOC, SOC, engineering, and project teams) to meet service commitments.
• Identify service delivery risks early and drive mitigation plans before customer impact.
• Serve as the primary operational contact for clients on service-related matters.
• Lead regular service review meetings (QBRs/EBRs), covering:
• Performance metrics and trends.
• Escalations and incident summaries.
• Risk posture, including security where applicable.
• Recommendations for service optimization and roadmap alignment.
• Manage client expectations through clear, timely, and professional communication.
• Act as escalation owner for high-impact incidents and chronic service issues.
• Lead major incident response, ensuring ownership, communication cadence, and resolution timelines.
• Facilitate post-incident reviews and ensure corrective actions are implemented and tracked.
• Reduce repeat incidents through structured root cause analysis and systemic improvements.
• Coach and mentor service delivery staff and technical leads.
• Establish and reinforce best practices for service management, escalation handling, and client communication.
• Provide input on staffing models, workload distribution, and coverage planning.
• Support onboarding of new clients and transitions from other service providers.
• Drive continuous improvement in service processes, documentation, and operational workflows.
• Partner with leadership to evolve service delivery standards, tools, and operating models.

Requirements

Required Experience & Qualifications

• Multiple years of experience in IT managed services and/or IT operations.
• Must have previous experience in a service delivery, service management, or client-facing operational role.
• Experience supporting complex, multi-site, or regulated customer environments.
• Strong understanding of MSP operations, including: Ticketing systems and service workflows, SLA and contract-driven service delivery, Escalation management models, and Core IT infrastructure concepts (networks, servers, cloud platforms, security).
• Proven ability to manage multiple clients, priorities, and competing deadlines.
• Strong written and verbal communication skills with executive-level clients.
• Hands-on experience with MSP service management tools (e.g., ConnectWise or similar).
• ITIL certifications are strongly preferred.
• Previous experience supporting healthcare clients and environments is strongly preferred.

Competencies & Attributes

• Strong sense of service ownership and accountability.
• Calm, decisive leadership during incidents and high-pressure situations.
• Data-driven approach to decision making and prioritization.
• High attention to operational detail with the ability to see broader service trends.
• Professional, customer-first mindset with strong relationship management skills.

Technology Doesn't Change the World, People Do.

Robert Half is the world's first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.

Robert Half works to put you in the best position to succeed. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - whenever you choose - even on the go. Download the Robert Half app and get 1-tap apply, notifications of AI-matched jobs, and much more.

All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information.

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