Service Delivery Manager

Overview

On Site
BASED ON EXPERIENCE
Full Time

Skills

IMG
SDM
Customer Satisfaction
ITIL
Leadership
Communication
MSP
RMM
PSA
IT Infrastructure
Customer Relationship Management (CRM)
Service Desk
Management
Motivation
Service Delivery
KPI
Effective Communication
Customer Support
Training And Development
Documentation
Training
Reporting
IT Service Management
Managed Services
Innovation
Regulatory Compliance
SANS

Job Details

Service Delivery Manager $85-100k
Atlanta, GA (Onsite + 25% travel)
Direct Hire
Job ID 25-09610

Our client is looking for Service Delivery Manager. This is a direct-hire opportunity based in Atlanta, GA (Onsite).

The Service Delivery Manager (SDM) is responsible for overseeing the delivery of IT services to multiple clients at multiple locations, ensuring client satisfaction, and managing the support team. They act as a central point of contact for client issues, coordinate escalations, and monitor service performance. They also play a key role in aligning service offerings with client needs and ensuring seamless service delivery.

Qualifications:

  • Bachelor's degree in IT, business, or a related field, or equivalent experience.
  • Must have 2+ years of experience in IT service management within a MSP environment.
  • ITIL certification preferred.
  • Proven leadership skills, strong communication, and the ability to solve problems and manage multiple tasks.
  • Experience with MSP tools, technologies like RMM and PSA, and knowledge of different IT infrastructure components is needed.
  • Able to travel to clients up to 25%.
Responsibilities:
  • Establishing and maintaining client relationships, understanding their needs, and ensuring they are satisfied with the services provided.
  • Overseeing the daily operations of the service desk, managing support team workload, and ensuring timely resolution of issues.
  • Leading and motivating the support team, providing direction, and resolving conflicts.
  • Identifying areas for improvement in service delivery processes and implementing changes to enhance efficiency and effectiveness.
  • Tracking key performance indicators (KPIs), identifying trends, and reporting on service performance.
  • Troubleshooting complex issues, escalating issues when necessary, and ensuring timely resolution.
  • Maintaining open and effective communication with clients, support staff, and other internal teams.
  • Providing ongoing training and development for support staff to enhance their skills and knowledge.
  • Ensuring accurate and up-to-date documentation of processes, procedures, and client configurations.

Annual Base Salary Range for CA, CO, IL, NJ, NY, WA, and DC: $85,000 to $100,000. Actual compensation offered may vary depending on factors including but not limited to, position offered, location, education, training and/or experience.

Solugenix will consider qualified applicants with a criminal history pursuant to the California Fair Chance Act and Ordinance. Applicants do not need to disclose their criminal history or participate in a background check until a conditional job offer is made to you. After making a conditional offer and running a background check, if we are concerned about conviction that is directly related to the job, applicants will be given the chance to explain the circumstances surrounding the conviction, provide mitigating evidence, or challenge the accuracy of the background report.

About the Client
Our client is a nationwide IT Service provider for many fortune 500/100 companies.

About Solugenix
Solugenix is a leader in IT services, delivering cutting-edge technology solutions, exceptional talent, and managed services to global enterprises. With extensive expertise in highly regulated and complex industries, we are a trusted partner for integrating advanced technologies with streamlined processes. Our solutions drive growth, foster innovation, and ensure compliance providing clients with reliability and a strong competitive edge.
Recognized as a 2024 Top Workplace, Solugenix is proud of its inclusive culture and unwavering commitment to excellence. Our recent expansion, with new offices in the Dominican Republic, Jakarta, and the Philippines, underscores our growing global presence and ability to offer world-class technology solutions. Partnering with Solugenix means more than just business it means having a dedicated ally focused on your success in today's fast-evolving digital world.

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.