IT Service Delivery Manager

Neotechie; United States; Hybrid; USD 100,000 - 170,000; Full time

Job summary

Neotechie is seeking an experienced IT Service Delivery Manager to lead end-to-end managed service delivery operations for enterprise clients in the United States. The role focuses on SLA compliance, governance, stakeholder management, and continuous service improvement across support and managed services engagements.

Responsibilities include managing client relationships, escalation handling, operational reporting, and adherence to ITIL processes.

Qualifications

• Bachelor's degree in information technology, business administration, engineering, or related field.
• ITIL or service management certifications preferred.
• Enterprise service delivery experience highly regarded.

Responsibilities

• Lead end-to-end managed service delivery for enterprise clients.
• Ensure SLA compliance and governance across engagements.
• Manage stakeholder expectations and escalation handling.
• Drive service improvement and operational performance across support teams.
• Coordinate with vendors, client teams, and internal stakeholders.

Skills

Service Delivery Management

SLA Management

Client Relations

ITIL

Governance

Escalation Management

Managed Services

Operational Reporting

Stakeholder Management

Incident Management

Service Operations

Continuous Improvement

Education

Bachelor's degree

ITIL certification

Tools

ServiceNow

Jira Service Management

Freshservice

Job description

Job Summary

Seeking an experienced IT Service Delivery Manager to lead end-to-end managed service delivery operations for enterprise clients. The role involves ensuring SLA compliance, operational governance, stakeholder management, escalation handling, and continuous service improvement across support and managed service engagements.

Responsibilities

• Manage client relationships and act as the primary escalation point for managed service accounts.
• Oversee SLA compliance, operational reporting, KPI tracking, and service review meetings.
• Lead continuous improvement initiatives across support operations and service delivery functions.
• Coordinate with support engineers, infrastructure teams, vendors, and client stakeholders to ensure smooth service operations.
• Define, implement, and enforce service delivery governance, operational processes, and best practices.
• Monitor service performance, incident trends, and customer satisfaction metrics.
• Manage escalations, risk mitigation, resource coordination, and operational issue resolution.
• Ensure adherence to ITIL processes, compliance standards, and managed services frameworks.
• Support transition, onboarding, and delivery management activities for new client accounts.

Required Skills

• Service Delivery Management
• SLA Management
• Client Relations
• ITIL
• Governance
• Escalation Management
• Managed Services
• Operational Reporting
• Stakeholder Management
• Incident Management
• Service Operations
• Continuous Improvement

Preferred Skills

• ITIL v4 certification or equivalent service management qualification.
• Experience managing multi-client managed service accounts within technology services environments.
• Strong understanding of service governance, KPI reporting, and operational performance management.
• Familiarity with ITSM platforms such as ServiceNow, Jira Service Management, or Freshservice.
• Strong leadership, communication, stakeholder management, and escalation handling skills.
• Education: Bachelor s degree in Information Technology, Business Administration, Engineering, or a related field. Relevant ITIL or service management certifications and enterprise service delivery experience are highly preferred.