Service Delivery Manager - IT - Latitude Inc

Responsibilities

• Manage and oversee the delivery of services to clients, ensuring adherence to SLAs and quality standards.
• Monitor service performance metrics and KPIs, identifying areas for improvement and implementing corrective actions.
• Collaborate with internal teams, including technical support, operations, and sales, to meet client needs and expectations.
• Develop and maintain strong relationships with clients, acting as the main point of contact for service-related inquiries and escalations.
• Conduct regular service reviews with clients to review performance, address concerns, and identify opportunities for upselling or cross-selling.
• Lead and mentor a team of service delivery professionals, providing guidance and support to achieve departmental goals.
• Stay updated on industry trends, best practices, and emerging technologies to enhance service delivery capabilities.

Requirements

• Bachelor's degree in Business Administration, Information Technology, or related field; relevant certifications (e.g., ITIL) preferred.
• Minimum of 3 years of experience in service delivery management, preferably in the MSP or AV consulting industry.
• Proven track record of managing SLAs, KPIs, and client relationships.
• Strong understanding of ITIL framework and service management principles.
• Excellent communication, leadership, and problem-solving skills.

PI239723579