Service Delivery Manager

Service Delivery Manager (SDM)

Technology Managed Services Provider Naka Technology

Position Summary

The Service Delivery Manager (SDM) is responsible for ensuring the successful delivery of managed IT services to a portfolio of clients while maintaining exceptional customer satisfaction, operational excellence, and compliance with contractual service level agreements (SLAs). The SDM acts as the primary liaison between clients and internal technical teams, overseeing service performance, driving continuous improvement initiatives, and ensuring that technology solutions align with clients' business objectives.

The ideal candidate combines strong leadership, technical acumen, customer relationship management skills, and a proactive approach to service delivery within a fast-paced Managed Services environment.

Key Responsibilities

Client Relationship Management

• Serve as the primary point of contact for assigned managed services clients.
• Build and maintain trusted advisor relationships with customer stakeholders and executive leadership.
• Conduct regular service review meetings, operational reviews, and Quarterly Business Reviews (QBRs).
• Ensure customer satisfaction through proactive communication, issue resolution, and service advocacy.
• Identify opportunities to enhance service delivery and support account growth initiatives.

Service Delivery Management

• Oversee the delivery of managed IT services, ensuring adherence to contracted SLAs and operational commitments.
• Monitor service performance metrics, KPIs, and customer experience indicators.
• Coordinate resources across Service Desk, Network Operations, Security Operations, Cloud Services, and Engineering teams.
• Drive accountability for quality, responsiveness, and overall service excellence.
• Ensure effective service onboarding and transition of new customers and projects into operations.

Incident, Problem & Escalation Management

• Lead major incident management activities and coordinate rapid resolution efforts.
• Manage escalations from customers and internal stakeholders to successful resolution.
• Facilitate root cause analysis (RCA) reviews and corrective action planning.
• Identify recurring issues and implement preventive measures to improve service stability.

Operational Excellence

• Develop and maintain service delivery processes aligned with process frameworks such as ITIL best practices.
• Drive continuous service improvement initiatives focused on efficiency, automation, and customer outcomes.
• Review operational trends and recommend strategic improvements.
• Ensure accurate documentation of customer environments, processes, and service requirements.

Reporting & Governance

• Prepare and present monthly operational reports and executive-level service reviews.
• Track and report SLA compliance, ticket trends, system availability, project status, and customer satisfaction metrics.
• Manage risk identification, mitigation planning, and service governance activities.
• Ensure contractual obligations and service deliverables are consistently met.

Team Leadership & Collaboration

• Collaborate with technical managers, engineers, project managers, and sales teams to deliver customer success.
• Mentor and guide service desk and engineering resources on customer expectations and service standards.
• Foster a culture of accountability, continuous improvement, and customer-centric service delivery.
• Support workforce planning, resource allocation, and service optimization efforts.

Required Qualifications

• Bachelor's degree in Information Technology, Business, or related field, or equivalent experience.
• 5 years of IT Service Delivery, Account Management, Customer Success, or Managed Services experience.
• 3 years of experience managing enterprise client relationships within an MSP, MSSP, or IT services organization.
• Strong understanding of IT infrastructure, networking, cloud platforms, cybersecurity, and end-user support services.
• Experience managing service level agreements (SLAs), key performance indicators (KPIs), and customer governance programs.
• Proven ability to manage escalations and complex customer environments.
• Exceptional communication, presentation, and relationship-building skills.
• Strong organizational, analytical, and problem-solving abilities.

Preferred Qualifications

• ITIL Foundation, Practitioner, or Managing Professional Certification.
• PMP, CAPM, CompTIA Project , or equivalent project management certification.
• Experience supporting Microsoft 365, Azure, AWS, Cisco, Meraki, VMware, and cybersecurity solutions.
• Experience with PSA and ITSM platforms such as ConnectWise, Autotask, ServiceNow, HaloPSA, or Jira Service Management.
• Previous leadership experience within a Managed Services Provider (MSP) environment.

Key Performance Indicators (KPIs)

The Service Delivery Manager will be measured on:

• SLA Compliance
• Customer Satisfaction (CSAT)
• Net Promoter Score (NPS)
• Customer Retention and Renewal Rates
• Escalation Management Effectiveness
• Incident Resolution Performance
• Service Availability and Uptime Metrics
• Quarterly Business Review Completion
• Continuous Service Improvement Initiatives
• Managed Services Revenue Growth Support

Core Competencies

• Customer Focus
• Strategic Relationship Management
• Service Delivery Excellence
• Leadership and Team Development
• Operational Management
• Communication and Presentation Skills
• Conflict Resolution
• Business Acumen
• Process Improvement
• Technical Understanding
• Risk Management
• Executive Presence

Why Join Us?

As a Service Delivery Manager, you will play a critical role in ensuring our clients receive world-class IT services and support. You'll work alongside talented engineers, architects, and business leaders while helping clients leverage technology to achieve their business objectives. This position offers the opportunity to make a measurable impact on customer satisfaction, operational performance, and long-term business success.