Robert Half · 9 hours ago
Service Delivery Manager
United States
Full-time
Remote
Senior Level
$150K/yr - $175K/yrRobert Half is currently seeking an experienced IT Service Delivery Manager for our client in the Managed Services space. The Senior Service Delivery Manager is accountable for the operational success of managed IT services delivered to assigned clients, ensuring reliable service delivery and strong client relationships.
ConsultingHuman ResourcesRecruitingSecurity
No H1B
Responsibilities
Own day-to-day and long-term service delivery outcomes for multiple managed services clients
Ensure services are delivered in alignment with contractual obligations, SLAs, and defined KPIs
Track and analyze operational performance, including:
Ticket volume, backlog, and resolution times
SLA compliance and trend analysis
Incident frequency, severity, and root causes
Coordinate cross-functional teams (service desk, NOC, SOC, engineering, and project teams) to meet service commitments
Identify service delivery risks early and drive mitigation plans before customer impact
Serve as the primary operational contact for clients on service-related matters
Lead regular service review meetings (QBRs/EBRs), covering:
Performance metrics and trends
Escalations and incident summaries
Risk posture, including security where applicable
Recommendations for service optimization and roadmap alignment
Manage client expectations through clear, timely, and professional communication
Act as escalation owner for high-impact incidents and chronic service issues
Lead major incident response, ensuring ownership, communication cadence, and resolution timelines
Facilitate post-incident reviews and ensure corrective actions are implemented and tracked
Reduce repeat incidents through structured root cause analysis and systemic improvements
Coach and mentor service delivery staff and technical leads
Establish and reinforce best practices for service management, escalation handling, and client communication
Provide input on staffing models, workload distribution, and coverage planning
Support onboarding of new clients and transitions from other service providers
Drive continuous improvement in service processes, documentation, and operational workflows
Partner with leadership to evolve service delivery standards, tools, and operating models
Qualification
Required
Multiple years of experience in IT managed services and/or IT operations
Must have previous experience in a service delivery, service management, or client-facing operational role
Experience supporting complex, multi-site, or regulated customer environments
Strong understanding of MSP operations, including: Ticketing systems and service workflows, SLA and contract-driven service delivery, Escalation management models, and Core IT infrastructure concepts (networks, servers, cloud platforms, security)
Proven ability to manage multiple clients, priorities, and competing deadlines
Strong written and verbal communication skills with executive-level clients
Hands-on experience with MSP service management tools (e.g., ConnectWise or similar)
Preferred
ITIL certifications are strongly preferred
Previous experience supporting healthcare clients and environments is strongly preferred
Company
Robert Half
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Founded in 1948
10001+ employees
Funding
Current Stage
Public CompanyTotal Funding
unknown1978-01-13IPO
Leadership Team
Keith Waddell
President and CEO
Paul Gentzkow
President and Chief Executive Officer, Talent Solutions
Recent News
EIN Presswire
2025-04-14
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