Service Delivery Manager

centretechnologies; Houston (TX); Hybrid; USD 85,000 - 115,000; Full time

Benefits offered by this job

Hybrid work options

Paid time off

401(k) with employer match

Comprehensive medical coverage

Job summary

Centretechnologies in Houston is seeking a Service Delivery Manager to ensure exceptional service quality for managed services clients. This key role leads a team of consultants, defines team processes, and drives continuous improvement in service delivery.

With a focus on client satisfaction, the successful candidate will handle service delivery efficiently, ensuring compliance and security. The position offers hybrid work options and opportunities for professional growth in a stable, team-oriented environment.

Qualifications

• Bachelor’s degree required for this position.
• 5+ years of hands-on leadership experience in IT.
• Strong proficiency in Microsoft Office Suite is essential.

Responsibilities

• Ensure quality, security, and compliance for all clients.
• Manage work distribution and timely resolution of customer issues.
• Identify trends in reactive support to enhance automation.

Skills

Leadership Experience

Microsoft Office Suite

Windows OS

Windows Server

Networking

Backup and Disaster Recovery Strategies

Education

Bachelor’s Degree

Tools

Microsoft Exchange

Citrix Technologies

Cisco Hardware

Dell Hardware

HP Hardware

Job description

Company Culture

AtCentre, 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 efficienciesDrive 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)