Service Delivery Manager

MCPc; Erie (Erie County); Presencial; USD 90.000 - 130.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

401k matching

Company events

Medical, Dental & Vision

PTO & holidays

Career growth

Descripción de la vacante

MCPC is seeking a Service Delivery Manager in the United States to own day-to-day client relationships and ensure successful service delivery for assigned customers. You will lead customer communications, reviews, reporting, and escalation management while partnering with the Account Manager to align strategy and governance.

You will work with a Service Delivery Coordinator, maintain runbooks, dashboards, and account documentation, and own customer-facing updates.

Formación

• 3 to 5+ years in service delivery, account management, customer success, or related role.
• Proven ability to manage customer relationships and lead customer-facing meetings.
• Strong escalation management, communication, problem-solving, and follow-up skills.

Responsabilidades

• Serve as the primary day-to-day relationship owner for assigned customers.
• Lead recurring customer meetings, operational reviews, service reviews, and business discussions.
• Own and maintain runbooks, SOPs, account notes, trackers, contact lists, decision matrices, and account documentation.
• Own recurring reports, dashboards, meeting materials, operational metrics, and customer-facing updates.
• Ensure meeting agendas, minutes, action items, owners, due dates, and follow-ups are documented.

Conocimientos

Customer relations

Escalation management

Communication

Cross‑functional coordination

Office software

Herramientas

Microsoft Office

Excel

Teams

SharePoint

Ticketing systems

Reporting tools

Descripción del empleo

Service Delivery Manager

Position Summary

• The Service Delivery Manager owns the day-to-day client relationship and is accountable for successful service delivery for assigned customers. This role leads customer communication, service reviews, account documentation, customer reporting, escalations, customer satisfaction, and ongoing service improvement. This role partners side by side with the Account Manager to align customer strategy, program governance, operational execution, and service delivery performance across the full customer portfolio.
• The Service Delivery Manager works closely with an assigned Service Delivery Coordinator, who supports operational execution, data gathering, tracker updates, draft notes, and follow-up activities. The Service Delivery Manager remains accountable for final customer-facing communication, reporting, documentation, and account ownership.

Responsibilities

• Serve as the primary day-to-day relationship owner for assigned customers.
• Lead recurring customer meetings, operational reviews, service reviews, and business discussions.
• Own and maintain customer runbooks, SOPs, account notes, trackers, contact lists, decision matrices, and account documentation.
• Own recurring reports, dashboards, meeting materials, operational metrics, and customer-facing updates.
• Ensure meeting agendas, meeting minutes, action items, owners, due dates, and follow-up items are documented accurately.
• Review and approve documentation, reporting, meeting notes, and tracker updates prepared by the Service Delivery Coordinator.
• Oversee service execution, account health, customer satisfaction, recurring issues, and service performance trends.
• Own customer escalations through resolution and communicate status, impact, next steps, and follow-up actions.
• Direct and prioritize the work of the Service Delivery Coordinator supporting assigned accounts.
• Collaborate with Account Managers on customer needs, renewal considerations, growth opportunities, service changes, and customer strategy.

Key Outcomes of this Position

• Customer relationships are actively managed, and service expectations are clear.
• Customer reporting, documentation, meeting records, and account data are accurate and current.
• Escalations are owned, communicated, and resolved effectively.
• Service delivery risks, recurring issues, and process gaps are identified and addressed.
• Service Delivery Coordinator support is used effectively while the Service Delivery Manager maintains accountability for the customer account.

Required Qualifications

• 3 to 5+ years of experience in service delivery, account management, customer success, project coordination, managed services, operations, or a related customer-facing role.
• Demonstrated ability to manage customer relationships and lead customer-facing meetings.
• Strong escalation management, communication, problem-solving, and follow-up skills.
• Ability to coordinate across multiple internal teams and drive accountability without direct authority.
• Proficiency with Microsoft Office, Excel, Teams, SharePoint, ticketing systems, and reporting tools.

Preferred Qualifications

• Experience in IT services, managed services, IT asset management, lifecycle management, logistics, or enterprise account support.
• Experience leading customer onboarding, offboarding, QBRs, service reviews, or governance meetings.
• Experience with ConnectWise or similar ITSM/ticketing platforms.
• Project management training or certification is a plus.

Physical Requirements

• Ability to work at a computer for extended periods of time.
• Ability to participate in virtual and in-person customer meetings as needed.
• Ability to lift and carry standard office materials up to 15 pounds as needed.
• This role is primarily office-based; additional physical requirements may apply if supporting warehouse, logistics, STAD, or customer site activities.

Who We Are

At MCPC, we pride ourselves on being Outcome Engineers, delivering end-to-end solutions and expertise that empower businesses to thrive in the digital age. We combine top-tier services and cutting-edge technology solutions to solve complex business challenges, ensuring data security, cost efficiency, and seamless digital transformation. Our commitment to our clients requires providing quality people that allow us to excel at exceeding our clients’ expectations. The MCPC employee experience is built on a foundation of collaboration, innovation, and growth. We offer the balance of a close-knit workforce and pathways for professional growth. Our team members are encouraged to bring their unique perspectives and ideas to the table. Join us and be part of a principled, quality-driven, respectful, and innovative team that values continuous improvement and community commitment. Together, we tackle today’s challenges and pioneer solutions for tomorrow.

Where We Are/Who We Serve

MCPC is a global organization, but we are headquartered in Cleveland, OH, with regional offices in Grand Rapids, MI and Erie, PA, which is a source of pride for everyone here at MCPC. MCPC has a longstanding culture of unwavering commitment to giving back to the communities we serve. (link to our blog)

What We Do: Endpoint Lifecycle Management

Advisory Services

MCPC is the go-to resource for all our client’s end user device procurement and service needs. We help address tactical pain points that allow our clients’ workforce to have a seamless and secure environment.

Configuration and Integration

Custom solutions that fit within a client’s endpoint environment. Ensuring new devices meet the requirements of the client and are ready to be deployed on day 1.

IT Supply Chain

MCPC offers expert level supply chain services to help clients in the process of assembling, securing, managing, and delivering desk-ready IT inventory.

Managed Deployment

Coordination of experienced IT technicians ensuring clients’ devices, servers, data, and more are securely delivered, protected, and supported.

Secure Technology Asset Disposition

Allows clients to remove old or outdated devices from their environment. Our facility will erase all data to Department of Defense standards and provide reverse logistics to the client as to whether their devices can be repurposed, recycled, or disposed of properly.

Benefits & Appreciation

• 401k matching and ROTH option.
• Company sponsored events (picnics, cookouts, and volunteering opportunities).
• Competitive Medical, Dental and Vision package.
• Company paid Holidays and Paid Time Off.
• Career paths and advancement.

This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to follow any other job-related instructions and to perform other job-related duties requested by their supervisor.