IT Managed Services Delivery Manager

IT Managed Services Delivery Manager / Client Partner

An IT Managed Services Delivery Manager is responsible for ensuring the efficient and effective delivery of IT managed services to clients. This role involves working with the service delivery teams, ensuring adherence to SLAs, and maintaining strong client relationships. The manager also focuses on service quality, cost control, and continuous improvement of service delivery processes. This role also responsible for account growth, pre-sales support, and strategic governance.

Key Responsibilities:

Client Relationship Management:

Building and maintaining strong relationships with clients, acting as a point of contact for service-related issues, and ensuring client satisfaction. In addition, proactively identifying opportunities for account expansion, cross-sell, and value-added services.

Escalation & Governance:

Owning service governance routines, including QBRs, executive updates, operational reviews, managing escalations, risks, and service stability through structured communication and action plans.

Communication and Reporting:

Maintaining clear communication with clients, service delivery teams, and other stakeholders, providing regular status reports and updates.

Service Delivery Management:

Overseeing the end-to-end delivery of IT managed services for the client, including planning, execution, and monitoring.

Team Management Collaboration:

Working closely with service delivery teams, including assigning tasks, ensure task delivery, providing guidance, and performance evaluation.

Service Level Agreement (SLA) Adherence:

Ensuring that IT services consistently meet or exceed agreed-upon SLAs and quality standards and improve client satisfaction.

Process Improvement:

Identifying and implementing process improvements to enhance efficiency, reduce costs, and improve service quality.

Cost Management:

Monitoring and controlling costs associated with IT managed services delivery, ensuring they stay within budget.

Pre-Sales Solutioning:

Supporting pre-sale efforts by partnering with Sales and Architecture teams to develop service solutions, scope and price engagements, and assist in transitioning new clients into steady-state delivery.

Account Growth:

Driving long-term client value by identifying expansion opportunities, presenting strategic recommendations, and aligning services to evolving client needs.

Problem Resolution:

Quickly identifying, analyzing, and resolving service-related issues to minimize disruption and ensure client satisfaction.

Technical Expertise:

• IT Service Management (ITSM/ITIL/End User Support: Incident, Problem, Change Management, and Continuous Improvement.

• IT Strategic Planning: The capacity to develop and implement corporate IT strategies that align with Client business objectives.

• Client Onboarding: Ability to effectively guide a new business client through the entire setup and integration of technology services.

• Cloud Computing: AWS, Azure, Virtualization

• Infrastructure: Networking, Servers, Storage, Databases

• Cybersecurity: Security Principles and Practices. Security Operations Center

• Monitoring & Alerting: Knowledge of tools and practices for monitoring IT systems performance and availability.

Skills and Qualifications:

• 7+ years of proven experience in IT service delivery management or managed services account leadership.

• Excellent communication, interpersonal, and client relationship management skills.

• Strong understanding of IT infrastructure, networking, operating systems, and various IT service management tools.

• Ability to lead and motivate teams, delegate tasks effectively, and provide constructive feedback.

• Strong ability to analyze problems, identify root causes, and implement effective solutions.

• Ability to plan, execute, and monitor IT service delivery projects.

• Proactive approach to identifying and implementing process improvements.