Service Delivery Specialist

Optomi; United States; On-site; USD 80,000 - 120,000; Full time

Job summary

A leading IT services organization in the United States is seeking a Service Delivery Manager to oversee client relationships and ensure high-quality service delivery for enterprise customers. The role involves managing SLAs, serving as a trusted advisor, and leading service improvement initiatives. Ideal candidates will have 3–7 years of experience in service delivery and strong client management skills, alongside proficiency in Microsoft Office and Power BI. This full-time position promotes career growth within a collaborative team environment.

Qualifications

• 3–7 years in service delivery or IT account management.
• Ability to build strong client relationships and act as a trusted advisor.
• Understanding of service delivery frameworks (ITIL preferred).
• Broad awareness of enterprise IT domains.
• Comfortable with financials, reporting, and executive presentations.

Responsibilities

• Primary contact for managed services customers, ensuring excellence.
• Oversee SLA/SLO adherence and incident resolution.
• Lead service reviews and quarterly business reviews.
• Partner with various teams for seamless service delivery.
• Analyze customer feedback and propose service improvements.
• Support proposals and financial oversight tied to customers.
• Contribute to the evolution of cloud offerings.

Skills

Service delivery experience

Client relationship management

Understanding of SLA, SLO, KPIs

Financial reporting and presentations

Proficiency in Microsoft Office

Communication skills

Tools

Microsoft Office

Power BI

Job description

Overview

Optomi, in partnership with one of our premier clients, is seeking a Service Delivery Manager (SDM) to lead day-to-day managed services delivery and client relationships for enterprise customers. This role ensures high-quality service, manages SLAs, and acts as the single point of accountability for customer satisfaction. The SDM will serve as a trusted advisor, overseeing managed services engagements across a global portfolio while working closely with TAMs, NOC engineers, and executive stakeholders.

Benefits

• Own relationships with enterprise accounts and directly shape the customer experience!
• Step into a critical role with a clear path to leadership as the managed services practice expands globally!
• Join a forward-looking team building out cloud-first managed services offerings!
• Work alongside a collaborative, global team where your voice and ideas matter!

Qualifications

• 3–7 years in service delivery, IT account management, or a related role within a Managed Services or VAR/MSP environment.
• Proven ability to build strong client relationships, navigate escalations, and act as a trusted advisor.
• Understanding of SLAs, SLOs, KPIs, and ITIL-based service delivery frameworks (ITIL Foundation preferred).
• Broad awareness of enterprise IT domains (network, collaboration, cloud, security, mobility, data center). Deep expertise in one area is not required, but technical curiosity and adaptability are essential.
• Comfortable with financials, reporting, proposals, and executive-facing presentations.
• Proficiency with Microsoft Office (Excel, PPT) and exposure to Power BI for reporting and analytics.
• Strong communication, professionalism, ability to work autonomously, and creativity in problem-solving.

Responsibilities

• Serve as the primary point of contact ("single throat to choke") for assigned managed services customers, ensuring delivery excellence and proactive relationship management.
• Oversee SLA/SLO adherence, escalate and resolve incidents, and ensure tickets are being closed in a timely manner without compromising service quality.
• Lead monthly service reviews with client managers and quarterly executive business reviews (QBRs), leveraging data and reporting (Power BI, Excel, PPT).
• Partner with TAMs, PMO, Professional Services, and NOC teams to ensure seamless service delivery, while mentoring junior SDMs to take over accounts in the future.
• Analyze trends in incidents, customer feedback, and SLA performance to propose and drive service improvement initiatives.
• Support proposals, SOWs, reporting, and financial oversight tied to managed services customers.
• Contribute to the expansion of the managed services portfolio, including evolving cloud offerings alongside on-prem solutions.

Job Details

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Information Technology
• Industries: IT Services and IT Consulting