Onsite Service Delivery Manager - Client Success

Insight; California (MO); On-site; USD 90,000 - 150,000; Full time

Job summary

Insight is seeking a Service Delivery Manager to be onsite in Newport Beach, CA. You will manage client delivery, service reviews, and continual service improvement, coordinating cross-functional teams to ensure value realization.

This role emphasizes stakeholder engagement, escalations, and adherence to ITIL practices, with regular business hours Monday through Friday. The ideal candidate has strong client-facing skills and experience in a matrix-managed services environment.

Qualifications

• Experience in a matrix-managed services environment.
• Proven ability to manage complex client engagements and drive satisfaction.
• Familiarity with ITIL processes and best practices.

Responsibilities

• Accountable for client delivery, client intimacy, and value realization.
• Manage, prepare, and deliver service reviews and stakeholder cadence meetings.
• Drive continual service improvement through responsible resources.
• Manage client risks through avoidance or mitigation strategies.
• Oversee account financial performance and provide leadership to address risks and opportunities.
• Lead client escalations as an initial and senior escalation point.
• Provide strategic direction and leadership for standard ITIL practices.
• Consult on contractual changes and serve as a point of contact for change requests.
• Maintain and develop relationships with service-related stakeholders.
• Matrix-manage internal stakeholders to drive client value.
• Teach and mentor teammates to promote engagement and growth.

Skills

Client-facing experience

Presentation skills

Stakeholder management

Analytical thinking

Tools

Microsoft Office

ITIL (certified)

Job description

Insight is seeking a Service Delivery Manager to be onsite in Newport Beach, CA. You will manage client delivery, service reviews, and continual service improvement, coordinating cross-functional teams to ensure value realization.

This role emphasizes stakeholder engagement, escalations, and adherence to ITIL practices, with regular business hours Monday through Friday. The ideal candidate has strong client-facing skills and experience in a matrix-managed services environment.