Senior Service Delivery Manager

Role Description

The SDM is responsible for providing support and excellence in service delivery for all Managed Services clients. The ideal candidate will have a strong understanding of service management principles and practices, project management, as well as ITIL Foundation certification. They will also be technically adept and willing to learn about new technologies.

Responsibilities

• Service Management

o Oversee the delivery of services to clients or customers, ensuring they meet the contracted

service levels (SLAs), performance metrics, and quality standards.

o Coordinate with internal teams (e.g., IT, operations, support) to ensure services are delivered efficiently and effectively.

o Monitor and report on service performance and identify areas for improvement.

o Handle escalated issues, acting as the point of contact for resolving complex customer concerns

or service-related problems.

• Client Relationship Management

o Develop and maintain strong relationships with clients, acting as the primary point of contact

for service delivery issues.

o Ensure regular communication with clients to update them on service status, performance, and

any changes.

o Conduct regular client meetings to review service delivery, address concerns, and discuss

potential improvements or changes.

• Team Leadership and Collaboration

o Lead and motivate service delivery teams, ensuring they are equipped to meet service

expectations and provide quality support.

o Collaborate with other departments (e.g., sales, technical support, product development) to

ensure seamless service delivery.

o Provide coaching, training, and guidance to team members as necessary.

• Performance Monitoring and Reporting

o Monitor and track service delivery performance through metrics such as uptime, response

times, and customer satisfaction.

o Prepare and present regular performance reports to senior management and clients.

o Identify trends or recurring issues and implement solutions to improve service delivery.

• Process Improvement

o Evaluate and refine service delivery processes to enhance efficiency, reduce costs, and improve

service quality.

o Suggest and implement process changes to increase client satisfaction and optimize operational

efficiency.

• Risk Management

o Proactively identify potential risks to service delivery and develop mitigation strategies.

o Ensure compliance with industry standards, internal policies, and regulatory requirements.

Desired Attributes

• Customer-focused mindset.

• Strong leadership abilities and experience managing cross-functional teams.

• Analytical and data-driven approach to performance improvement.

• Ability to work collaboratively in a fast-paced, dynamic environment.

• Experience working within or in service of a MSP, VAR or IT consultancy.

This role is critical in ensuring that customers receive high-quality service and that the business delivers on its promises in a timely, efficient, and cost-effective manner.

Requirements

• Bachelor's degree in a related field (e.g., information technology, business administration) .

• 3-5 years of experience in service delivery, project management or IT support role.

• Strong understanding of service management principles and practices.

• Experience with managing SLAs and KPIs.

• Technical aptitude and ability to learn new technologies.

• Excellent verbal and written communication skills.

• Excellent customer service skills.

• Ability to manage multiple clients plus work independently and as part of a team.

• Proficient in Microsoft applications (especially Excel).

• Knowledge of Microsoft Power BI is a plus.

• ITIL Foundation certification a plus.

• Experience with service management tools (e.g., Autotask, Logic Monitor, etc.) is a plus.

Our Story

HighPoint was established in 1996 and has since become a leading technology partner for some of the world's most prominent IT vendors. The name “HighPoint” was selected to pay tribute to the High Point Monument which is the highest elevation in the state of New Jersey at 1,803 feet – and is located near the childhood home of the company’s founders, brothers Mike and Tom Mendiburu. HighPoint’s logo features a small triangle inside the “P” which represents the pyramid atop the obelisk found at the peak of High Point State Park.

HighPoint is known as a leader in technology solutions and is consistently recognized by industry experts as a top performer. HighPoint is featured on CRN’s Solution Provider 500 List, is a recent recipient of the MinorityBusiness Supplier of the Year Award by The New York and New Jersey Minority Supplier Development Council, and is frequently honored by its customers, manufacturers, and suppliers as a distinguished partner.

• Our unwavering commitment to the health, happiness, and success of our employees is undoubtedly a

differentiator for us – we’re proud of the many contributions our team makes to the communities in

which we work, live, and play.

• We believe that being honest, living a life with integrity, and earning the trust of those around us are

guiding principles that we should all employ.

Fine Print

To reach as many candidates as possible, HighPoint leverages numerous job boards and employment posting services to get the word out about available positions. Regardless of how you found this role, the easiest way to apply for a position at HighPoint is to visit our LinkedIn careers site and follow the submission instructions posted there.

HighPoint provides equal employment opportunities to all employees and applicants for employment and

prohibits discrimination and harassment of any type regardless of race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.