Bell Techlogix India · 3 days ago
Senior Service Delivery Manager
Hampton, VA
Full-time
Hybrid
Senior Level
6+ years expBell Techlogix India is seeking a Senior Service Delivery Manager to enhance customer satisfaction and drive revenue growth. The role involves building effective partnerships with clients, managing service delivery, and ensuring financial performance targets are met.
Information Technology & Services
Responsibilities
Build, develop, and maintain effective partnerships with c-suite and senior level employees across their client(s)
Drives the governance process/structure that has been agreed between the client and Bell Techlogix
Lead all weekly, monthly, and quarterly client review meetings, ensuring accurate reporting and alignment on outcomes
Oversee and manage the P&L for assigned client accounts, ensuring financial performance targets are met
Ensure service level agreements (SLAs) and key performance indicators (KPIs) are consistently met or exceeded; develop and execute improvement plans when metrics fall short
Implement a formal automation strategy, partnering with tower leaders to pursue continuous process improvement, enhanced service quality, and increased profitability
Manage overall account profitability in partnership with tower operations leadership
Serve as the primary internal liaison between the client account and tower operations teams
Lead and collaborate with service delivery teams to drive customer satisfaction, achieve service level attainment, and support financial goals
Act as the single point of contact for day-to-day tower-related activities, including escalations, service issues, and operational inquiries
Participate in capacity and demand planning sessions to ensure operational readiness and resource alignment
Collaborates with internal teams, including Training, Quality, and Data Analytics to analyze and respond to client issues, identify, and trend top account concerns, and implement service and knowledge improvement initiatives
Serves as a strategic advisor, guiding clients in developing and executing their technology strategy
Accountable for account SLA attainment
Drive overall customer satisfaction and strengthen long-term client relationships
Partner across service towers and operations leadership to ensure appropriate staffing levels for new, changing, or reduced workloads; provide insights on account-driven impacts to scheduling, staffing, and workforce management
Responsible for driving productivity and efficiency measures through tower leadership
Serve as the primary client-facing point of contact for assigned tower(s)
Support the leadership team in evaluating and managing tower service performance
Identify and drive opportunities within client organizations, including process improvements and expansion of service offerings
Other duties as assigned by management
Qualification
Required
Bachelor's degree in Business, CIS, or a related field preferred. We also welcome candidates with an equivalent blend of training and 3–5 years of IT infrastructure experience along with 3–5 years in account or service-delivery management
6+ years of experience in IT service delivery, account management, IT operations leadership role, or related client-facing services — or equivalent experience in a complex service or operations of mid-size or large accounts
Previous account management experience while working across a matrixed organization
Excellent command of Microsoft Office Suite: Word, Excel, PowerPoint, Outlook, Project, and various internet browsers
Ability to work independently
Demonstrated ability to work independently while exercising sound judgment
Highly adaptable and flexible in a fast-paced and evolving work environment
Excellent presentation and facilitation skills, with the ability to convey complex information clearly
Strong organizational skills with exceptional attention to detail and follow-through
Outstanding written and verbal communication skills
Proven ability to effectively interact with all levels of leadership, staff, clients, and vendor partners
Exceptional customer service orientation with strong problem-solving and conflict-resolution capabilities
Collaborative team player with excellent interpersonal skills
Strong analytical skills with experience developing, improving, and managing processes
Ability to inspire, influence, and motivate teams to achieve high performance standards
Proven ability to manage multiple priorities simultaneously while maintaining accuracy and meeting deadlines
Ability to work at a computer for extended periods of time
Must be able to communicate clearly via phone, video, and in-person meetings
Occasional standing, walking, and reaching during office activities
Ability to enter and review data on a computer accurately and efficiently
Ability to travel as needed, up to 30–50% during peak periods
Must pass post-offer (pre-employment) background check and pre-employment drug test
Preferred
Experience working within an ITO service desk and infrastructure services
Advanced/Expert ITIL certifications
Experience working with ServiceNow platform
Company
Bell Techlogix India
Bell Techlogix is a leading information technology managed services and solutions company focused on global government and mid-market enterprises, as well as educational institutions.
501-1000 employees
Funding
Current Stage
Late StageCompany data provided by crunchbase