What are the responsibilities and job description for the Service Delivery Manager (MSP | Public Sector/SLED/Medical) position at Lockstep Technology Group?
Description
Service Delivery Manager
About Lockstep
At Lockstep, we believe great technology isn’t just about infrastructure—it’s about impact. We partner with organizations to deliver innovative, secure, and scalable IT solutions that empower their success. From network security to cloud infrastructure, we take the complexity out of IT so our clients can focus on what they do best. We’re a team that values action and collaboration. We take ownership, put customers first, work as one team, and never stop learning. If you’re looking for a place where your work truly makes a difference, Lockstep is the place to be.
What you'll own
Service Delivery & Quality Assurance:
- Manage the delivery of IT consulting engagements, ensuring they are aligned with client expectations, within scope, and within budget.
- Oversee the entire service delivery lifecycle, from engagement kickoff, reoccurring touchpoints, and strategic road mapping and goal setting.
- Implement and maintain quality assurance processes to ensure the highest service standards.
Client Relationship Management:
- Serve as the main point of contact for clients, building strong, long-lasting client relationships.
- Address any service-related concerns, issues, or feedback from clients, ensuring their satisfaction.
Resource Management:
- Coordinate with technical and consulting teams to allocate resources effectively based on engagement needs.
Operational Excellence:
- Continuously assess and improve service delivery processes to enhance efficiency and effectiveness.
- Work with other departments to streamline inter-departmental processes.
Financial Management:
- Monitor engagement budgets, ensuring optimal cost management and profitability.
- Work with finance and sales teams to forecast revenue and costs related to service delivery.
Reporting:
- Provide regular updates on service delivery metrics, client feedback, and team performance to senior management.
- Identify and report on trends, challenges, and opportunities in the IT consulting landscape.
Qualifications:
- Bachelor's degree in information technology, Business Management, or related field. Master's degree is a plus.
- Minimum of 3-5 years of experience in IT consulting or a related field.
- Proven track record in managing IT service delivery with a strong focus on client satisfaction.
- Excellent interpersonal and communication skills.
- Strong problem-solving and critical-thinking abilities.
- Familiarity with IT service management tools and methodologies.
What to Expect
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of this job. Prolonged sitting at a desk and using a computer, must be able to lift at least 15 pounds, and be able to work in an office with other employees.
What we offer
- Competitive compensation
- Medical, dental and vision insurance
- 401(k) Plan with a company match
- Short term / long term disability and life insurance
- Flexible PTO
- 7 company paid holidays and 1 floating holiday
- Employee Assistance Program (EAP)
Equal Opportunity Employer
Lockstep Technology Group is proud to be an Equal Opportunity Employer and provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to 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.