Senior Service Delivery Manager

Perfect People; Spring (TX); Hybrid; USD 110,000 - 160,000; Full time

Benefits offered by this job

27 days PTO

Generous medical coverage

Company retirement plan

Job summary

Perfect People is seeking a Senior Service Delivery Manager in Spring, TX to own a portfolio of client accounts for an IT managed services provider. The role is hybrid, three days a week in the office, with reporting to the Head of Service Delivery.

You will manage service delivery against SLAs and KPIs for a single large client, with potential portfolio expansion over time. Ideal candidates have 5+ years in service management, strong ITIL grounding, MSP experience, and proven stakeholder

Qualifications

• 5+ years in service management, service delivery or client-facing IT operations.
• Solid grounding in ITIL principles; ITIL v4 Foundation is a plus.
• A track record of managing SLAs, KPIs and service governance in a complex environment.
• Experience in an MSP or outsourced delivery environment.
• Strong stakeholder management, and the confidence to hold a difficult conversation with a client without losing the relationship.
• Commercial awareness and comfort working alongside account management.
• Hybrid, with a minimum of three days a week on customer site in the northern Houston area. Occasional out-of-hours contact. 40 hour week.

Responsibilities

• SLA and KPI performance across your accounts, including managing, communicating and formally remediating breaches.
• Monthly Service Reviews, chaired by you, with actions tracked and closed before the next one.
• Input into Quarterly Business Reviews, presenting performance, risk, trends and improvement plans to senior stakeholders.
• A live CSI register, using service data and customer feedback to drive improvements you can point to a result for.
• Escalation and major incident governance, working alongside the Major Incident Manager and reviewing RCAs.
• Early engagement on service transitions so gaps get found before go-live, not after.
• Governance and process discipline across service operations.

Skills

ITIL knowledge

Stakeholder management

SLA governance

MSP experience

Customer-facing

Job description

Senior Service Delivery Manager — IT Managed Services Provider - Spring, TX (Hybrid)

Permanent | 3 days per week in the office

Ref: LTZ8MLZA

Package: Competitive base salary plus 10% annual bonus

• 27 days paid time off, on top of public holidays
• Generous family medical coverage allowance
• Company retirement plan

An established IT managed services provider is hiring a Service Delivery Manager to take ownership of a portfolio of client accounts from its Houston operation.

You'll have done this inside a comparable business: a managed services or private cloud provider delivering hosted infrastructure, managed IT and end-user services to enterprise clients under contract. This role starts with a single large client, so you'll be able to go deep on one relationship and know where the contract boundary sits, while having the breadth to take on a wider portfolio as the account base grows. You can hold delivery standards over teams that don't report to you, and experience with regulated or professional services clients is an advantage.

This is the operational voice of the customer: the person who makes sure contracted services are actually delivered, that the basics are done right, and that service quality improves rather than just holds steady.

You'll report to the Head of Service Delivery. No direct reports, but plenty of influence across delivery, service desk, sales and client-side stakeholders.

What you"ll own

• SLA and KPI performance across your accounts, including managing, communicating and formally remediating breaches
• Monthly Service Reviews, chaired by you, with actions tracked and closed before the next one
• Input into Quarterly Business Reviews, presenting performance, risk, trends and improvement plans to senior stakeholders
• A live CSI register, using service data and customer feedback to drive improvements you can point to a result for
• Escalation and major incident governance, working alongside the Major Incident Manager and reviewing RCAs
• Early engagement on service transitions so gaps get found before go-live, not after
• Governance and process discipline across service operations

What you"ll need

• 5+ years in service management, service delivery or client-facing IT operations
• Solid grounding in ITIL principles; ITIL v4 Foundation is a plus
• A track record of managing SLAs, KPIs and service governance in a complex environment
• Experience in an MSP or outsourced delivery environment
• Strong stakeholder management, and the confidence to hold a difficult conversation with a client without losing the relationship
• Commercial awareness and comfort working alongside account management
• Hybrid, with a minimum of three days a week on customer site in the northern Houston area. Occasional out-of-hours contact. 40 hour week.