Service Delivery Manager

Centre Technologies; Houston (TX); Hybrid; USD 95,000 - 135,000; Full time

Benefits offered by this job

Hybrid work options

Paid time off

Medical, dental, and vision coverage

401(k) with employer match

Professional growth opportunities

Job summary

Centre Technologies in Houston, TX is seeking a Service Delivery Manager to lead our managed services team and uphold the highest service quality for clients.

You will establish best practices, define team skills, processes and tools, drive continuous improvement, and collaborate with the management team on business planning and client satisfaction.

The role offers hybrid work options, competitive benefits, and opportunities for professional growth in a collaborative, team‑oriented environment.

Qualifications

• Bachelor’s degree required.
• 5+ years of hands-on leadership experience.
• Strong proficiency in Microsoft Office Suite.
• Expertise in Windows OS and Windows Server; Microsoft administration tools; Exchange; Citrix.

Responsibilities

• Ensure quality, security, and compliance for all clients.
• Manage work distribution and timely resolution to customer issues.
• Identify trends in reactive support and drive automation and process efficiencies.
• Drive proactive client management and SLA adherence.
• Handle ticket escalation and critical issue resolution.
• Maintain documentation and compliance standards.
• Drive, manage and report on monthly and quarterly Service Desk KPIs.
• Manage deployment, maintenance, and upgrades of systems and tools including servers, workstations, operating systems, hardware, software and peripherals.
• Support onboarding for new clients.
• Support team development and career growth.
• Participate in recruitment and selection of new team members.
• Review and approve time/expense entries.

Skills

Leadership

MS Office Suite

Education

Bachelor's degree

Tools

Windows OS

Windows Server

Active Directory (AD)

DHCP

DNS

Group Policy

Microsoft Exchange

Citrix

Backup/DR

Job description

We are excited to announce that we are expanding our team and adding a new Service Delivery Manager.

Company Culture

At Centre, our diverse workforce drives innovation and success. We foster a collaborative environment where consultants work together to deliver tailored IT solutions that meet our clients’ unique business needs.

Benefits

• Hybrid work options, paid time off, and holidays
• Comprehensive medical, dental, and vision coverage
• 401(k) with employer match
• Professional growth opportunities in a stable, team-oriented environment

Position: Service Delivery Manager

The Service Delivery Manager ensures exceptional service quality for our managed services clients. This role leads a team of consultants, establishes best practices, and drives continuous improvement in service delivery. You’ll help define team skills, processes, and tools, ensuring efficiency and client satisfaction. As a key member of the management team, you’ll contribute to business planning and collaboration.

Key Responsibilities

• Ensure quality, security, and compliance for all clients
• Manage work distribution and ensure timely resolution to customer issues
• Identify trends in reactive support and help drive automation and process efficiencies
• Drive proactive client management and SLA adherence
• Handle ticket escalation and critical issue resolution
• Maintain documentation and compliance standards
• Drive, manage and report on monthly and quarterly Service Desk KPIs
• Manage deployment, maintenance, and upgrades of systems and tools including servers, workstations, operating systems, hardware, software and peripherals
• Support onboarding for new clients
• Support team development and career growth
• Participate in recruitment and selection of new team members
• Review and approve time/expense entries

Qualifications

• Bachelor’s degree required
• 5+ years of hands-on leadership experience
• Strong proficiency in Microsoft Office Suite
• Expertise in:
• Windows OS, Windows Server
• Microsoft administration tools (AD, DHCP, DNS, Group Policy)
• Microsoft Exchange, Citrix technologies
• Backup/DR strategies and system upgrades
• Network infrastructure and protocols (TCP/IP, DNS, DHCP)
• Enterprise hardware (Cisco, Dell, HP)