Service Delivery Manager

Xtium; United States; Remote; USD 120,000 - 160,000; Full time

Job summary

XTIUM is seeking a strategic Client Management leader to oversee a 24x7 client delivery across multiple accounts. The role focuses on aligning ITIL-based service delivery with contractual commitments and ensuring high client satisfaction through strong governance and reporting.

You will coordinate with clients to refine IT vision, manage IT infrastructure quality, and drive continual improvement initiatives whileleading cross-functional teams in a fast-growing environment.

Qualifications

• Minimum 6+ years of related IT and staff management experience.
• Proven track record in service delivery with strong client satisfaction.
• Extensive experience with network management incl. Route/Switch/Firewall and Voice.
• Ability to manage resources in a matrix org to meet SLAs.
• Experience in rapid growth, dynamic and transformational environments.

Responsibilities

• Lead client experience for 24x7x365 operations across multiple clients.
• Align ITIL-based service delivery to contractual commitments across diverse tech stacks.
• Manage overall client program management, SLA attainment, reporting and quality management.
• Lead governance cadence including regular operations reviews and SLA reporting.
• Develop and deliver weekly/bi-weekly/monthly operative ticket and effort reporting from ServiceNow.
• Schedule and lead Quarterly Business Reviews and drive Continual Service Improvement initiatives.
• Participate in client-facing project reviews and ensure proper handoffs of deliverables.
• Collaborate with clients to refine IT vision and identify opportunities for ATSG solutions.
• Work with clients to ensure quality support for IT infrastructure and vendor management.

Skills

IT leadership

Client management

ITIL knowledge

Communication

Service delivery

ITSM tools

Education

Bachelor’s degree

Tools

ServiceNow

Cisco Technologies

Totango

Job description

The XTIUM global team is made up of a group of diverse and talented professionals who are all driven by the same goal: excellence and continuous improvement. We are all about embracing challenges, keeping the lines of communication open and working together. We take ownership of our work, focus on learning and growing and hold ourselves accountable to our colleagues and customers. Together, we strive to push boundaries, make an impact and inspire each other to reach our full potential.

Job Description:

What You Will Do

Strategic Client Management:

• Lead and oversee the client experience across a 24 x 7 x always operations delivery for multiple clients.
• Align ITIL-based service delivery to meet contractual commitments across diverse services and technologies, including but not limited to Route/Switch/Firewall and Voice technologies.
• Manage overall Client program management, ensuring SLA attainment, client communication, reporting, and quality management leveraging operational data.
• Lead Service Delivery Management XTIUM-Client governance cadence, including regular operations reviews and SLA reporting.

Operational Excellence:

• Develop and deliver weekly, bi-weekly, and monthly operative ticket and effort reporting from ServiceNow.
• Schedule, develop content for, and lead Quarterly Business Reviews, driving and tracking Continual Service Improvement initiatives.
• Participate in client-facing project reviews, ensuring seamless knowledge transfer to project teams and proper handoff of project deliverables.

Client Collaboration and Vision Development:

• Collaborate with clients to develop and refine their IT vision, identifying new opportunities for ATSG solutions and contributing to business cases for emerging technologies.
• Work with clients to ensure quality support for all IT infrastructure, including internal/co-location/cloud data centers, networks, disaster recovery, and vendor management.
• Identify Continual Improvement initiatives for each client which will drive higher quality, value and benefits for clients

Leadership and Innovation:

• Provide leadership to ensure XTIUMs portfolio of services is aligned with clients’ business needs and transformation programs.
• Contribute to evolving technical standards, platforms, frameworks, and road maps for clients, ensuring effective communication and implementation throughout the service lifecycle.
• Provide input into programs, policies, and procedures for continuous improvement of XTIUM IT managed services.

What Qualifies You

• 6+ years of related experience in IT and IT technical staff management.
• Proven track record in Service Delivery management with a focus on superior client satisfaction.
• Extensive experience in network management, including Route/Switch/Firewall and Voice technologies.
• Ability to effectively manage resources in a matrix organization to meet and exceed Service Level Agreements.
• Demonstrated ability to work in rapid growth, dynamic, and transformational organizations.
• Exceptional team player with outstanding interpersonal and communication skills (written and oral).
• ITIL Foundation Certifications highly desired or equivalent to ITIL experience.
• Strong knowledge of ITSM tools such as ServiceNow, Cisco Technologies, Totango, and program management.
• In-depth understanding of desktop, server, application, and network environments.
• Minimum of a bachelor’s degree from a four-year college or university or equivalent experience.
  Remote