Onsite Service Delivery Manager - ITIL & Client Value

Insight Public Sector; Cupertino (CA); Sur place; USD 135 000 - 165 000; Plein temps

Avantages offerts par ce poste

Full benefits

Résumé du poste

Insight Public Sector is seeking a Service Delivery Manager to oversee complex client engagements and ensure successful delivery from onsite Newport Beach, CA. The role emphasizes client intimacy, value realization, and continuous service improvement within a matrix-managed service environment.

You will collaborate with cross-functional teams, manage service reviews, and drive stakeholder alignment while maintaining accountability for delivery, risks, and escalations.

Qualifications

• Experience working in a matrix-managed services environment, with a proven track record of driving client satisfaction and retention both directly and indirectly.
• Proficiency with Microsoft Office and possession of relevant professional accreditations and/or certifications (ITIL preferred).
• Strong client-facing experience, with the ability to build client confidence, generate enthusiasm, and deliver presentations with professionalism and authority.
• Experience handling complex technical or professional activities in a variety of contexts, including investigating, defining, and resolving complex issues.

Responsabilités

• Accountable for client delivery, client intimacy, and value realization.
• Accountable for managing, preparing, and delivering service reviews and other stakeholder cadence meetings.
• Accountable for driving continual service improvement through responsible resources.
• Accountable for managing client risks through avoidance or mitigation strategies utilizing appropriate resources.
• Manage account financial performance and provide leadership and direction to address risks and opportunities for improvement.
• Accountable for meeting client obligations by providing leadership and direction to ensure successful delivery.
• Manage client escalations, serving as both an initial point of contact and a senior escalation point.
• Accountable for the client delivery of all standard ITIL practices and provides strategic direction and leadership.
• Consult on contractual changes and serve as a key point of contact for change requests.
• Maintain and develop relationships with service-related stakeholders.
• Matrix-manage internal stakeholders to drive client value.
• Teach, train, coach, and mentor teammates to promote engagement, satisfaction, and career growth.

Connaissances

Matrix-managed services

Client-facing experience

Presentation skills

Issue investigation & resolution

Outils

Microsoft Office

Description du poste

Insight Public Sector is seeking a Service Delivery Manager to oversee complex client engagements and ensure successful delivery from onsite Newport Beach, CA. The role emphasizes client intimacy, value realization, and continuous service improvement within a matrix-managed service environment.

You will collaborate with cross-functional teams, manage service reviews, and drive stakeholder alignment while maintaining accountability for delivery, risks, and escalations.