Service Delivery Lead

2 weeks ago

Boston, United States Franklin Fitch Full time

Relationship Manager / Service Delivery Lead - Cloud, Infrastructure & Security


Location: Hybrid - Boston, MA

Position: Full time, permanent


Working with a leading consultancy that drives digital transformations with growing operations in the UK and US. They're strengthening their team to better serve key enterprise clients.


Seeking a Service Delivery Manager, instrumental in delivering exceptional client engagements and outstanding service in Cloud, Infrastructure, and Security.


Lead service delivery, manage key client relationships, and drive continuous improvement to exceed SLA and KPI targets. Ideal candidates are experienced in stakeholder management, performance reporting, and possess strong people management skills. Bring your expertise in ITIL, Cloud, and Security to shape exceptional client experiences and build impactful solutions.


Key Responsibilities:

  • Serve as the trusted client partner for their services, particularly with major enterprise accounts, ensuring resource delivery aligns with their needs
  • Manage and consult with clients to determine resource requirements, timeframes, and optimal project planning to meet business objectives
  • Foster strong client relationships, building the reputation for responsiveness and quality service, while acting as a single point of contact for service-related matters
  • Provide leadership in planning and deploying resources for projects, guiding clients on staffing needs without direct line management responsibilities
  • Work closely with sales teams to ensure projects meet client expectations, keeping teams accountable, and driving process integrity
  • Act as a compliance and operational lead, ensuring adherence to service standards and regulatory requirements
  • Develop and oversee project budgets, timelines, and reporting while ensuring continuity and handovers across global time zones


Requirements:

  • A seasoned professional with a background in professional services or consulting
  • Solid understanding of business and process management
  • Experienced in enterprise client engagement, able to navigate complex internal and external conversations
  • Experienced in handling key client relationships independently
  • Familiar with ITIL principles, contract negotiation, and incident management, with a proactive approach to service improvement


Why Join?

  • Impactful Work: Take charge of high-visibility projects that drive real value for clients in a rapidly evolving Cloud and Security environment
  • Career Growth: Pathways to advancement and development, with a focus on fostering a culture of continuous learning
  • Collaborative Culture: Work alongside passionate colleagues in a supportive, flexible work environment
  • Hybrid Flexibility: Enjoy a blend of office, remote, and client site work in the Boston, MA area



If you’re ready to leverage your relationship-building expertise and resource management skills in a role that combines consulting, client service, and leadership, we’d love to hear from you Apply now for a January start and make an impact with Bell in the new year.

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