Client Relationship & IT Service Delivery Lead

MCPc Incorporated

Erie (Erie County)

On-site

USD 85,000 - 120,000

Full time

10 days ago

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Benefits offered by this job

401k matching

Company events

Medical, Dental and Vision

Holidays and PTO

Career paths and advancement

Job summary

MCPC is seeking a Service Delivery Manager to own day-to-day client relationships and drive successful service delivery for assigned customers. You will partner with the Account Manager to align strategy, governance, and performance across the portfolio, while directing the Service Delivery Coordinator.

You’ll lead customer meetings, own documentation, and ensure consistent reporting and escalation management.

Qualifications

3–5+ years in service delivery, account management, or customer-facing roles.
Ability to manage customer relationships and lead meetings.
Strong escalation, communication, and problem-solving skills.
Coordinate across multiple internal teams with accountability.
Proficiency with MS Office, Excel, Teams, SharePoint, and reporting tools.

Responsibilities

Serve as the primary day-to-day relationship owner for assigned customers.
Lead recurring customer meetings and business discussions.
Maintain runbooks, SOPs, and account documentation.
Own recurring reports, dashboards, and customer-facing updates.
Document meeting agendas, minutes, action items, owners, and due dates.
Review and approve reports and tracker updates by the Service Delivery Coordinator.
Oversee service execution, account health, and customer satisfaction.
Manage escalations to resolution and communicate status.