Service Delivery Manager

Robert Half is seeking a Sr. Service Delivery Manager.

Remote, may require quarterly travel to key client sites predominately in the Southwest. 

The Service Delivery Manager (SDM) will oversee the end-to-end delivery of IT services for a portfolio of clients. The Service Delivery Manager is responsible for overseeing the delivery of managed services to clients, ensuring that all service level agreements (SLAs) are met and that customer satisfaction is maximized. The SDM will coordinate cross-functional teams, manage technical escalations, and drive continuous improvement in service delivery processes. This is a client-facing role requiring both strong technical and operational acumen as well as excellent interpersonal skills.

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Key Responsibilities:

• Serve as the primary point of contact for assigned clients regarding service performance, escalations, and ongoing delivery.

• Coordinate internal teams (helpdesk, NOC, engineering) to ensure smooth resolution of incidents and implementation of service changes.

• Monitor and report on SLAs, KPIs, and service metrics, using tools like ServiceNow, LogicMonitor, Splunk or similar platforms.

• Own the process for ensuring incidents are resolved and coordinating resources to deliver timely solutions.

• Deliver post-incident reviews/root causes, and drive continuous improvement.

• Maintain documentation, process runbooks, and service delivery playbooks

• Partner with Client Success Manager (CSM) to conduct regular client service reviews, including performance reporting, roadmaps, and opportunity identification.

• Work with Client Success Managers and technical leads to align IT solutions with evolving client needs.

Other duties as needed

Interviews are currently being conducted, for immediate consideration please apply

The successful Sr. Service Delivery Manager will have:

• 5 years of experience in IT Service Delivery, preferably in a Managed Services Provider (MSP) environment.

• Experience with network/infrastructure fundamentals.General understanding of Networks, firewall best practices, router/switch. 

Understands networking processes and can translate process and provide analysis -previous hands on networking experience is a plus but not required.

• Knowledge of Datacenter, server, backupus and infrastructure processes

• Demonstrated ability to collaborate effectively within team environments, contributing to shared goals and fostering a culture of open communication and mutual respect.

• Deep understanding of ITIL principles and best practices (ITIL v4 certification a plus).

• Knowledge of ITSM Monitoring tools 

• Strong grasp of SLA management, ticketing systems (ServiceNow), remote monitoring tools (LogicMonitor or similar) and reporting tools (Splunk).

• Previous client facing experience preferred

• Excellent organizational, communication, and negotiation skills.

• Ability to manage multiple client accounts with varying levels of complexity.

Background required prior to employment

Robert Half is the world’s first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.

Robert Half works to put you in the best position to succeed. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - whenever you choose - even on the go. Download the Robert Half app and get 1-tap apply, notifications of AI-matched jobs, and much more.

All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information.

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