ePlus inc. ยท 16 hours ago
Service Delivery Manager
Buffalo-Niagara Area
Full-time
Onsite
Mid Level
$40K/yr - $80K/yr
3+ years expePlus inc. is seeking a Service Delivery Manager to ensure the success of their Managed Services customers. The role focuses on managing customer relationships, driving service excellence, and leading initiatives for continuous improvement.
Cloud ComputingData CenterInformation TechnologyIT ManagementSoftware
Responsibilities
Own the Customer Relationship: Manage a portfolio of strategic customers, serving as their trusted advisor and primary point of contact
Drive Service Excellence: Oversee end-to-end service delivery, ensuring performance meets or exceeds customer expectations
Lead with Impact: Collaborate with cross-functional teams to resolve complex issues, implement best practices, and continuously improve service quality
Shape the Future: Identify opportunities for innovation and growth within your accounts, helping customers maximize the value of our solutions
Champion Continuous Improvement: Drive initiatives that enhance resilience, customer satisfaction, revenue collection, and cost efficiency
Execute Strategic Programs: Lead formal work programs aligned with business and customer objectives
Optimize Productivity: Leverage information systems and review structures to achieve measurable efficiency gains
Build Strong Relationships: Foster collaboration across internal teams and cultivate trusted partnerships with customers
Own the Customer Experience: Serve as the primary point of contact for managed services delivery, ensuring seamless onboarding and ongoing success
Drive Business Reviews: Lead monthly, quarterly, and semi-annual Service Business Reviews (SBRs) to maintain alignment and transparency
Resolve Complex Challenges: Provide expert problem management, including root cause analysis and corrective action planning
Enable Growth: Identify and maximize account growth and up-sell opportunities within your portfolio
Ensure Smooth Transitions: Facilitate internal handoffs for non-managed services and support account reconciliation processes
Engage Customers Regularly: Host go-live meetings, deliver start-of-service letters, and maintain consistent communication through regularly scheduled cadence
Additional Responsibilities: Perform other duties as assigned to support business success
Qualification
Required
Bachelor's degree and/or related experience
3+ years of experience in a client-facing role with a strong focus on service delivery
Previous experience in an IT Managed Services environment
Strong proficiency with Microsoft Suite (Word, Excel, PowerPoint, SharePoint, Outlook)
Experience with Service Now or other ticketing platforms
Deep operational knowledge of service delivery management
Systems and IT literacy, including Networking, Business Communications, Security, Wireless, SAN, and Server Management
Exceptional communication and relationship-building skills
Strong customer focus with a track record of delivering outstanding service
Ability to work independently and thrive in a fast-paced, collaborative environment
Passion for continuous improvement and customer success
Strong focus on both customer and employee development
Ability to maintain composure and professionalism when handling customer escalations and satisfaction issues, ensuring timely resolution and positive outcomes
Preferred
ITIL v3 Foundations of Service Management preferred
CCNA certification is a plus, but not required
Benefits
401(k) eligibility
Employee stock purchase program
Various paid time off benefits such as vacation, sick time, and personal leave
Company
ePlus inc.
ePlus is a customer-first, services-led, results-driven and trusted industry leader that helps organizations secure, modernize, optimize, and scale every aspect of their IT infrastructure.
1001-5000 employees
H1B Sponsorship
ePlus inc. has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (9)
2024 (4)
2023 (5)
2022 (9)
2021 (6)
2020 (5)
Funding
Current Stage
Public CompanyTotal Funding
unknown1996-11-22IPO
Leadership Team
Mark Marron
CEO
Elaine Marion
Chief Financial Officer
Recent News
MarketScreener
2026-01-06
2026-01-06
Company data provided by crunchbase