Senior Service Delivery Manager

About the role

The Senior Service Delivery Manager (SDM) is accountable for the successful delivery of managed IT services across Infrastructure, End User Compute (EUC), and Customer Experience Center (Service Desk) operations. The role serves as the primary operational and customer-facing leader responsible for ensuring service excellence, contractual compliance, customer satisfaction, financial performance, and continuous service improvement.

Key Responsibilities

• Lead the end-to-end delivery of Managed Infrastructure, End User Computing (EUC), Workplace Services, Service Desk, and Customer Experience Center operations.
• Ensure achievement of contractual commitments, service level agreements (SLAs), experience level agreements (XLAs), and key performance indicators (KPIs).
• Manage major incidents, escalations, service recovery activities, and root cause analysis to maintain operational stability.
• Build and maintain strong customer relationships, serving as the primary point of contact and escalation for service delivery matters.
• Carry out regular service reviews and provide executive-level reporting, insights, and strategic recommendations.
• Drive customer satisfaction, user experience improvements, CSAT, NPS, and service performance outcomes.
• Own financial performance including revenue, profitability, forecasting, budgeting, resource utilization, and cost optimization.
• Identify and pursue growth opportunities through contract renewals, service expansions, and change requests.
• Ensure compliance with ITIL processes, security requirements, audit controls, regulatory obligations, and contractual commitments.
• Manage supplier, partner, and third-party vendor performance to ensure service delivery excellence.
• Lead continuous service improvement, automation, AI adoption, self-service initiatives, and operational transformation programs.
• Champion shift-left support strategies, proactive service models, and operational efficiency improvements.
• Lead, coach, and develop geographically distributed teams across onshore, nearshore, and offshore delivery locations.
• Foster a culture of accountability, customer focus, innovation, collaboration, and operational excellence.
• Drive measurable business outcomes through service reliability, operational maturity, customer advocacy, and continual improvement initiatives.
• Willing to travel as needed to meet customers face to face.

Required Qualifications

• Bachelor's degree in Information Technology, Computer Science, Business, or related field.
• 12+ years of IT Managed Services experience.
• 5+ years in Service Delivery, Operations Management, or IT Leadership roles.
• Strong knowledge of: Infrastructure Services, End User Computing, Service Desk Operations, Cloud Platforms (Azure, AWS, M365), ITIL Service Management.
• Experience managing client-facing managed services accounts.
• Experience owning service financials, budgets, forecasts, and margins.
• Proven background managing global delivery teams.

Preferred Qualifications

• ITIL Foundation or ITIL Managing Professional Certification.
• PMP, Prince2, or Agile certification.
• Experience with ServiceNow or equivalent ITSM platform.
• Experience leading digital transformation, automation, or AI-driven service initiatives.

Success Measures

• SLA / XLA attainment
• Customer Satisfaction (CSAT)
• Net Promoter Score (NPS)
• Service Availability and Reliability
• Incident Reduction
• Margin Achievement
• Revenue Growth
• Continual Service Improvement
• Delivery
• Employee Engagement and Retention

Schedule

The position requires flexibility to travel as needed to meet customers face to face.

Benefits

• Relocation Supported: No
• Visa Sponsorship Approved: No
• Health, 401K, and other benefits offered.

Equal Opportunity Employer

We are an equal opportunity employer and prohibit discrimination and harassment of any kind based on race, color, religion, sex, national origin, age, disability, marital status, sexual orientation, gender identity or expression, genetic information, veteran status, or any other characteristic protected by law.