Service Delivery Manager

We are excited to announce we are expanding and looking to grow our team with a new Role at Centre Technologies! Our Company Culture: Our diverse workforce allows Centre to develop and leverage knowledge, skills, and experiences that impact our overall success. Within our collaborative environment, our team of consultants work to identify innovative solutions for our clients. Together, we guide our clients through the process of selecting, deploying, and managing IT solutions tailored to their specific business needs. Centre Company Benefits: Hybrid Work Options, Paid Time Off, and Paid HolidaysMedical, Dental, Vision, and 401(k) with employer match contributionsStability to grow alongside hard-workers in a collaborative environment with opportunities to grow professionally Position Summary: The Service Delivery Manager ensures exceptional service quality for our managed services clients. This role leads a team of consultants, establishes best practices, and drives continuous improvement in service delivery. You’ll help define team skills, processes, and tools, ensuring efficiency and client satisfaction. As a key member of the management team, you’ll contribute to business planning and collaboration. Essential Duties and Responsibilities: Ensure quality, security, and compliance for all clientsManage work distribution and ensure timely resolution to customer issuesIdentify trends in reactive support and help drive automation and process efficienciesDrive proactive client management and SLA adherenceHandle ticket escalation and critical issue resolutionMaintain documentation and compliance standardsDrive, manage and report on monthly and quarterly Service Desk KPIsManage deployment, maintenance, and upgrades of systems and tools including servers, workstations, operating systems, hardware, software and peripheralsSupport onboarding for new clientsSupport team development and career growthParticipate in recruitment and selection of new team membersReview and approve time/expense entries Education/Experience/Certifications: Bachelor’s degree required5+ years of hands-on leadership experienceStrong proficiency in Microsoft Office Suite Expertise in: Windows OS, Windows ServerMicrosoft administration tools (AD, DHCP, DNS, Group Policy)Microsoft Exchange, Citrix technologiesBackup/DR strategies and system upgradesNetwork infrastructure and protocols (TCP/IP, DNS, DHCP)Enterprise hardware (Cisco, Dell, HP)