IT Operations Service Delivery Manager (SDM) - MSP

Job Title: IT Operations Service Delivery Manager (SDM) - MSP

Location: Orlando, Florida, USA(Onsite) look for locals

Job Overview:

The Service Delivery Manager (SDM) for IT Operations will oversee the delivery of managed services, ensuring high standards of operational excellence, customer satisfaction, and efficiency. This role is critical in managing the relationship between the Managed Services Provider (MSP) and its clients, ensuring services are delivered as per agreed SLAs, managing escalations, and driving continuous improvements.

Key Responsibilities:

• Service Delivery Oversight: Ensure the delivery of IT services such as SysOps, Network Operations (NetOps), VDI, IAM, CloudOps, and more, meet or exceed the agreed SLAs.
• Client Relationship Management: Act as the primary point of contact for clients. Build strong client relationships through regular touchpoints, reporting, and reviews.
• Incident and Problem Management: Oversee incident management processes, including ticket tracking, escalation procedures, and problem resolution. Ensure minimal downtime and quick recovery.
• Performance Monitoring & Reporting: Track key performance metrics like SLA breaches, ticket closures, customer satisfaction, etc., providing insights and reports to clients and internal leadership.
• Escalation Management: Handle service-related escalations from clients and ensure they are resolved promptly. Coordinate with internal teams to address issues.
• Process Improvement: Identify areas of improvement in the service delivery model and recommend/implement strategies to enhance efficiency and service quality.
• Team Leadership: Manage and lead a team of IT professionals including NOC, SysOps, and other IT operations staff, ensuring they meet performance expectations.
• Vendor Management: Work with third-party vendors and suppliers for services related to the network, cloud infrastructure, and other critical components.
• Training & Development: Ensure continuous upskilling and training of the IT operations team on tools like SolarWinds, DataDog, ServiceNow, etc.
• Financial Management: Assist in budgeting and ensure services are delivered within the agreed budget. Review cost-effectiveness and suggest improvements.

Required Skills and Qualifications:

• Experience: 12 + years in IT Operations, with at least 5-7 years of experience in an MSP environment in a Service Delivery Manager role.
• Technical Skills:
• Strong knowledge of IT infrastructure management, ITIL processes, SysOps, and Cloud services.
• Familiarity with monitoring tools like SolarWinds, DataDog, etc.
• Understanding of network and cloud security principles.
• Leadership: Proven experience in leading IT operations teams and fostering teamwork in a high-pressure environment.
• Communication: Excellent client-facing skills, with the ability to explain technical terms in a simple way. Strong written communication for creating reports and presentations.
• Problem-Solving: Ability to quickly assess critical situations and develop solutions to ensure service continuity and client satisfaction.
• Certifications: ITIL certification preferred. Cloud certifications (AWS, Azure) are an advantage.

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.