Service Delivery Manager, Robert Half

Robert Half

Location:
United States, Albuquerque

Category:
IT - Administration

Contract Type:
Employment contract

Salary:

Not provided

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Job Description:

The Service Delivery Manager (SDM) will oversee the end-to-end delivery of IT services for a portfolio of clients. The SDM will coordinate cross-functional teams, manage technical escalations, and drive continuous improvement in service delivery processes. This is a client-facing role requiring both strong technical and operational acumen as well as excellent interpersonal skills.

Job Responsibility:

Serve as the primary point of contact for assigned clients regarding service performance, escalations, and ongoing delivery
coordinate internal teams (helpdesk, NOC, engineering) to ensure smooth resolution of incidents and implementation of service changes
monitor and report on SLAs, KPIs, and service metrics, using tools like ServiceNow, LogicMonitor, Splunk or similar platforms
own the process for ensuring incidents are resolved and coordinating resources to deliver timely solutions
deliver post-incident reviews/root causes, and drive continuous improvement
maintain documentation, process runbooks, and service delivery playbooks
partner with Client Success Manager (CSM) to conduct regular client service reviews, including performance reporting, roadmaps, and opportunity identification
work with Client Success Managers and technical leads to align IT solutions with evolving client needs.

Requirements:

5+ years of experience in IT Service Delivery, preferably in a Managed Services Provider (MSP) environment
experience with network/infrastructure fundamentals
general understanding of Networks, firewall best practices, router/switch
knowledge of Datacenter, server, backups and infrastructure processes
demonstrated ability to collaborate effectively within team environments
deep understanding of ITIL principles and best practices (ITIL v4 certification a plus)
knowledge of ITSM Monitoring tools
strong grasp of SLA management, ticketing systems (ServiceNow), remote monitoring tools (LogicMonitor or similar) and reporting tools (Splunk)
previous client-facing experience preferred
excellent organizational, communication, and negotiation skills
ability to manage multiple client accounts with varying levels of complexity.

Nice to have:

ITIL v4 certification
previous hands-on networking experience.

What we offer:

Medical insurance
vision insurance
dental insurance
life and disability insurance
401(k) plan
free online training.

Additional Information:

Job Posted:
August 28, 2025

Employment Type:

Fulltime

Work Type:

Remote work

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Service Delivery Manager