Information Technology Service Delivery Manager

1 month ago

Los Angeles, United States MAFÉ Resources Full time

Company Overview: Join a leading Managed Service Provider (MSP) that partners with businesses to plan, develop, and implement enterprise-class technology services. Our client is committed to delivering innovative and reliable IT solutions that empower organizations to achieve their goals. As we continue to grow, we are expanding our team with a new IT Service Delivery Manager to support our mission.


Position Overview: We are seeking a dynamic and customer-focused IT Service Delivery Manager to join our team. This is an added position within a growing department, responsible for overseeing the delivery of high-quality IT services to our clients. The ideal candidate will have a strong background in IT service management, excellent communication skills, and a passion for delivering exceptional customer experiences.


Key Responsibilities:

  • Manage the end-to-end delivery of IT services to clients, ensuring service levels meet or exceed client expectations.
  • Serve as the primary point of contact for clients, building and maintaining strong relationships to understand their needs and objectives.
  • Coordinate with internal teams, including technical support, project management, and account management, to deliver seamless service experiences.
  • Monitor and report on service performance metrics, identifying areas for improvement and implementing corrective actions as needed.
  • Lead service review meetings with clients to discuss performance, address concerns, and explore opportunities for service enhancements.
  • Develop and maintain comprehensive service delivery plans, including timelines, resources, and risk management strategies.
  • Ensure compliance with industry standards, best practices, and company policies in all service delivery activities.
  • Continuously seek opportunities to improve service processes and methodologies, leveraging industry trends and emerging technologies.
  • Manage and resolve service-related escalations, coordinating with technical teams to ensure timely resolution.
  • Support the onboarding of new clients, ensuring a smooth transition and alignment of services with client expectations.


Qualifications:

  • Bachelor's degree in Information Technology, Business Administration, or a related field.
  • 5+ years of experience in IT service delivery, service management, or a similar role within an MSP or IT service provider.
  • Strong understanding of ITIL framework and best practices in IT service management.
  • Proven track record of managing client relationships and delivering high-quality IT services.
  • Excellent communication and interpersonal skills, with the ability to articulate complex technical concepts to non-technical audiences.
  • Strong problem-solving skills and the ability to work effectively in a fast-paced, dynamic environment.
  • Demonstrated ability to manage multiple priorities and projects simultaneously.
  • Experience with enterprise-class technology solutions and infrastructure.
  • ITIL certification and/or other relevant certifications are a plus.


Benefits:

  • Competitive salary and comprehensive benefits package.
  • Opportunities for professional growth and career advancement.
  • Collaborative and inclusive work environment.
  • Ongoing training and development programs.
  • Unlimited PTO
  • Annual Bonus

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