Service Delivery Manager — Client Experience Leader

In-Telecom

Louisiana (MO)

On-site

USD 90,000 - 130,000

Full time

10 days ago

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Benefits offered by this job

Health Insurance

Dental Insurance

Vision Insurance

Life Insurance

401k

Job summary

In-Telecom is seeking a Service Delivery Manager in Louisiana to oversee day-to-day performance and client experience for a designated service delivery team and portfolio. You will own service outcomes, ensure proper prioritization, and drive proactive communication with clients.

The role requires strong operational discipline, leadership, and the ability to identify patterns before they impact clients. Collaboration with Engineering, Cybersecurity, and other teams is essential to move issues

Qualifications

Experience leading IT service delivery teams.
Strong client communication and problem solving.
Experience with PSA/ticketing and service-management processes.
ITIL, Microsoft, or CompTIA certifications a plus.

Responsibilities

Own the service delivery and client experience for assigned portfolio.
Prioritize issues by business impact, urgency, security risk, and client expectations.
Manage escalations, aging tickets, and recurring issues to resolution.
Coordinate with Engineering, Cybersecurity, Central Services, Field Services, Voice, Projects, and Client Success.
Drive continuous improvement, root-cause analysis, and service standardization.