Senior Service Delivery Manager

About the role

A Service Delivery Manager (SDM) acts as a trusted advisor to Auxis’ customers, providing guidance on operations and optimizing IT infrastructure through quality service delivery management. The SDM serves as the primary client liaison, ensuring world-class IT support by managing daily technical service delivery, addressing escalations, and removing roadblocks. This role supports all technical platforms and teams, driving continuous service improvement to enhance customer satisfaction through ticket management, process standardization, and efficient resource allocation.

Responsibilities

• Manage day-to-day service delivery requests to meet or exceed client expectations.
• Monitor daily resource (staff) utilization and organize work to maximize service delivery.
• Collaborate with Costa Rica and Colombia delivery teams to ensure customer requests are satisfied within agreed-upon timelines and SLAs.
• Manage the creation and accuracy of SOP documentation to ensure consistent service delivery.
• Participate in project discussions to balance day-to-day delivery with project delivery through proper staff allocation.
• Act as a technical escalation point for the team and client, escalating to leadership as needed.
• Address roadblocks that negatively impact service delivery.
• Recommend and implement process improvements to maximize account and team efficiencies.
• Serve as a technical project manager for small to medium projects.
• Identify, document, and present innovative recommendations to customers for environment improvements.
• Assist in managing Auxis’ standard operating procedures (Service Request, Incident, Problem, Change, and Configuration Management) at assigned accounts.
• Support the delivery of IT Cloud infrastructure services, including compute, storage, network management, operations, telecommunications, and project-based services per the Managed Services Agreement.
• Collaborate with technical teams to design, implement, and support complex infrastructure and cybersecurity environments.
• Guide the deployment of Auxis’ IT Operations methodology and platform, including standard operating procedures, for client environments as needed.

Requirements

• 3+ years of experience in Service Delivery or as an IT Account Manager, with at least two years in the outsourcing industry or large, complex organizations.
• College degree.
• Fluency in English and Spanish (strong oral and written communication skills).
• Experience managing and/or supporting IT technologies.
• Background knowledge of network communications equipment, high-level design, Windows Server roles, and database foundational knowledge.
• Experience working with desktops, servers, virtual machines, and tablets.
• Background knowledge of enterprise applications.
• Experience working with multiple vendors in a complex multi-vendor support environment.
• Experience guiding staff and ticket workflows in a high-volume, tactical service request environment.
• Knowledge and/or training on IT best practices or frameworks, such as ITIL v4.
• Experience capturing team performance metrics and presenting recommendations to upper management.
• Strong project management, staff motivation, coaching, and customer relationship skills.
• Ability to work under pressure with tight deadlines.
• Strong people and communication skills.
• Valid US Passport for potential travel to Costa Rica and Colombia (project work, operations, training, and client visits).