Service Delivery Manager (SDM)

at  HighPoint

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

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
• Oversee the delivery of services to clients or customers, ensuring they meet the contracted service levels (SLAs), performance metrics, and quality standards.
• Coordinate with internal teams (e.g., IT, operations, support) to ensure services are delivered efficiently and effectively.
• Monitor and report on service performance and identify areas for improvement.
• Handle escalated issues, acting as the point of contact for resolving complex customer concerns or service-related problems.
• Client Relationship Management
• Develop and maintain strong relationships with clients, acting as the primary point of contact for service delivery issues.
• Ensure regular communication with clients to update them on service status, performance, and any changes.
• Conduct regular client meetings to review service delivery, address concerns, and discuss potential improvements or changes.
• Team Leadership and Collaboration
• Lead and motivate service delivery teams, ensuring they are equipped to meet service expectations and provide quality support.
• Collaborate with other departments (e.g., sales, technical support, product development) to ensure seamless service delivery.
• Provide coaching, training, and guidance to team members as necessary.
• Performance Monitoring and Reporting
• Monitor and track service delivery performance through metrics such as uptime, response times, and customer satisfaction.
• Prepare and present regular performance reports to senior management and clients.
• Identify trends or recurring issues and implement solutions to improve service delivery
• Process Improvement
• Evaluate and refine service delivery processes to enhance efficiency, reduce costs, and improve service quality.
• Suggest and implement process changes to increase client satisfaction and optimize operational efficiency.
• Risk Management
• Proactively identify potential risks to service delivery and develop mitigation strategies.
• Ensure compliance with industry standards, internal policies, and regulatory requirements