Service Delivery Manager - Remote

Overview

Bounteous is looking for a Service Delivery Manager to join our Managed Services Delivery team, responsible for managing client relationships and ensuring exceptional service delivery.

In Short

• Act as a liaison between customers and Technical Service Delivery teams.
• Build and manage customer relationships for high satisfaction.
• Manage customer satisfaction programs and feedback solicitation.
• Lead Quarterly Business Review (QBR) programs for clients.
• Oversee client-specific projects and service performance.
• Drive Root Cause Analysis for service failures.
• Present Monthly Service Level Agreement (SLA) reports.
• Promote Managed Services and IT Service Management understanding.
• Collaborate with stakeholders to establish effective SLAs.
• Manage financial performance and profitability of services.

Requirements

• BS/BA in relevant field or equivalent experience.
• 3-5 years managing clients in Managed Services.
• 5+ years of Managed Services/ITSM experience.
• Experience with applications/infrastructure support services.
• Ability to work with multiple teams and remote members.
• ITIL v3/4 Foundation certification.
• In-depth understanding of digital technologies.
• Experience with Confluence, Jira, and ServiceNow.
• CSM and PMP certifications are a plus.
• Experience with CMS and eCommerce platforms is a plus.

Benefits

• Opportunity to work in a fast-growing team.
• Engagement with diverse clients and projects.
• Career development opportunities in Managed Services.
• Collaborative work environment.
• Competitive compensation package.