Senior Service Delivery Lead, Client Experience

Socket.dev; Locust Grove Beach (MD); On-site; USD 125,000 - 135,000; Full time

Job summary

InVita, a leader in specialized medical software, seeks a Service Delivery Manager in Baltimore, MD, a hybrid role requiring 3 days in office. You will oversee client experience, manage executive relationships, and ensure contractual commitments are met.

The role demands strong stakeholder management, ITIL awareness, and the ability to coordinate across product, security, and support teams to deliver services. Compensation ranges from $125,000 to $135,000 plus a bonus up to 10%.

Qualifications

• Bachelor’s degree or equivalent professional experience in service management.
• Knowledge of ITIL framework, qualification desirable.
• Experience in managed services or regulated industry.
• Strong stakeholder and relationship management skills.
• Ability to operate at a senior management level.
• Fluency in English (verbal and written).

Responsibilities

• Owns the client relationship on behalf of InVita and acts as trusted advisor.
• Ensure services are delivered in line with contractual SLAs.
• Lead periodic Service Reviews with allocated clients.
• Prioritize incidents and service requests in collaboration with client.
• Coordinate across internal teams for timely resolutions and upgrades.
• Participate in defining and negotiating support frameworks for new customers.

Skills

Executive stakeholder management

Client relationship development

Cross-functional coordination

Fluent English

Education

Bachelor’s degree or higher

Tools

ITIL knowledge (desirable)

Job description

InVita, a leader in specialized medical software, seeks a Service Delivery Manager in Baltimore, MD, a hybrid role requiring 3 days in office. You will oversee client experience, manage executive relationships, and ensure contractual commitments are met.

The role demands strong stakeholder management, ITIL awareness, and the ability to coordinate across product, security, and support teams to deliver services. Compensation ranges from $125,000 to $135,000 plus a bonus up to 10%.