Job Description

Job Title: Service Delivery Manager

Location: Atlanta, GA or Dallas, TX

Employment Type: Full-time with IT Convergence

Job Description:

We are seeking an experienced Service Delivery Manager to oversee and ensure the successful delivery of IT and business services to our clients. The ideal candidate will manage service operations, lead cross-functional teams, and maintain high standards of customer satisfaction.

Responsibilities:

• Manage end-to-end service delivery for assigned accounts, ensuring SLAs and KPIs are consistently met.
• Lead, mentor, and coordinate teams of technical and functional professionals.
• Act as the primary point of contact for clients regarding service-related issues and escalations.
• Develop and maintain strong client relationships to ensure satisfaction and retention.
• Monitor and report on service performance metrics and implement continuous improvement initiatives.
• Collaborate with internal teams to ensure smooth project transitions and operational efficiency.
• Identify risks, challenges, and opportunities in service delivery and propose actionable solutions.

Qualifications:

• Bachelor's degree in IT, Business Administration, or related field.
• 5+ years of experience in service delivery or IT operations management.
• Strong leadership, communication, and client management skills.
• Experience with SLA management, incident management, and service reporting.
• Ability to manage multiple priorities in a fast-paced environment.
• PMP, ITIL, or similar certifications are a plus.

Preferred Skills:

• Experience in large-scale IT projects and multi-location service management.
• Strong problem-solving and decision-making abilities.
• Familiarity with ITSM tools and frameworks.

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