IT Service Delivery Manager

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We are seeking an experienced and results-driven IT Service Delivery Manager to lead and coordinate the delivery of IT services across our organization and client base. This role is pivotal in ensuring high-quality service, customer satisfaction, and continuous improvement of IT operations. The ideal candidate will have a strong background in service management, a client-first mentality, and excellent leadership skills. Key Responsibilities Service Delivery Management Manage end-to-end delivery of IT services to internal teams and external clients. Ensure SLAs, KPIs, and OLAs are met or exceeded across all support tiers. Act as the main escalation point for service delivery issues. Team Leadership & Coordination Lead and mentor a team of IT support technicians and engineers (Tier 1–3). Schedule and assign resources for tickets, projects, and on-call support. Client Relationship Management Serve as the primary contact for client service reviews and operational concerns. Conduct regular performance and satisfaction reviews with clients. Coordinate onboarding and offboarding of client IT environments. Process Improvement & Quality Assurance Implement and refine ITIL-based best practices for service delivery. Maintain documentation of standard operating procedures (SOPs). Lead root cause analysis (RCA) for recurring incidents. Reporting & Analytics Generate weekly/monthly reports on ticket trends, SLA compliance, and service gaps. Provide insights and recommendations to executive leadership for improvements. Tool and Vendor Management Oversee usage and optimization of PSA, RMM, and ITSM tools. Collaborate with vendors to escalate and resolve product-related issues.

Keyword: Technical Support

Price: $15.0

Tech & IT Administrative Support Phone Support Microsoft Power Automate Email Communication Office 365 Microsoft Intune