Job#: 3030029 Job Description: Service Delivery Manager III
(IT Infrastructure Outsourcing / ITO)Role Overview
The Service Delivery Manager III is responsible for end-to-end service delivery for a client account, ensuring high service quality, customer satisfaction, and operational productivity. This role serves as the primary point of contact for all IT Infrastructure Outsourcing (ITO) services and acts as a cross-functional leader coordinating internal teams to deliver contracted services in alignment with SOWs, SLAs, and cost plans.
This individual owns service delivery performance, leads continuous improvement initiatives, and builds strong relationships both internally and with the client.
Key Responsibilities
Service Delivery & Client Management- Serve as the single point of contact for all ITO services for the assigned account
- Own customer satisfaction and overall service delivery performance
- Act as the primary client interface and escalation point for service delivery issues
- Define, maintain, and execute the service delivery plan
Operational Ownership- Own, manage, and monitor all ITO activities to ensure compliance with:
- Statement of Work (SOW)
- Service Level Agreements (SLAs)
- Cost and financial plans
- Own and resolve service delivery issues, including problem and priority management
- Coordinate delivery across Network Services, Data, Voice, and Wireless
Cross-Functional Leadership- Lead cross-functional service delivery teams across internal lines of service
- Coordinate Service Desk operations, ticketing workflows, and technical issue resolution
- Act as a facilitator to deliver customer-tailored solutions
Strategy & Planning- Develop and maintain the technology and service delivery strategy for the account
- Forecast demand for technology services
- Ensure integration and delivery of cross-functional processes
Continuous Improvement & Governance- Drive continuous process improvement initiatives
- Document service delivery policies, procedures, and processes
- Ensure adherence to documented standards and procedures
Required Qualifications
- 5+ years of Service Delivery Management experience
- Prior experience in IT Infrastructure Outsourcing (ITO)
- Strong leadership skills with a focus on execution and results
- Proven ability to work independently in a remote, matrixed environment
- Strong problem-solving, prioritization, and project management skills
- High attention to detail and ownership mindset
Preferred Qualifications
- Bachelor's degree in Computer Science or a related field
- Experience managing enterprise infrastructure environments
- Background supporting Network, Data, Voice, and Wireless services
Key Success Factors
- Customer satisfaction and SLA compliance
- Effective cross-functional coordination
- Strong client relationships
- Clear ownership of service delivery outcomes
- Continuous operational improvement
Apex Systems is a world-class IT services company that serves thousands of clients across the globe. When you join Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRated's Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico. Apex uses a virtual recruiter as part of the application process. Click for more details.
Apex Benefits Overview: Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our 'Welcome Packet' as well, which an Apex team member can provide.
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