Full-Time Service Delivery Manager

Bounteous is searching for a Service Delivery Manager. Successful candidates will partner with clients and lead managed services efforts, including infrastructure and application managed services, IT Service Management practice enhancements, and continual improvement initiatives.

Responsibilities:

• Acts as the liaison between customers and Technical Service Delivery teams
• Builds and manages customer relationships
• Customer’s single point of contact for escalations
• Manages a customer satisfaction program
• Leads and manages Quarterly Business Review (QBR) program
• Oversees client-specific projects
• Drives and manages Root Cause Analysis efforts
• Supports and manages customer related projects as needed
• Presents Monthly Service Level Agreement (SLA) reporting and performance review
• Promotes Managed Services across Bounteous
• Reports to Service Delivery Director
• Supports Bounteous internal ITSM process and best practices
• Collaborates with stakeholders to establish effective Service Level Agreements (SLAs)
• Defines staffing models
• Contract Management
• Financials – manages the profitability of the services for assigned clients
• Account Management
• Anticipates client service requirements
• Escalates to the Service Delivery Director for major client service impacts

Qualifications:

• BS/BA in relevant program, or equivalent work experience
• 3-5 years managing clients in a Managed Services organization
• 5+ years of Managed Services/ITSM experience
• Experience with managed services including applications/infrastructure support services
• Work with multiple teams simultaneously and manage distributed/remote team members
• ITIL v3/4 Foundation
• Experience in bothConfluence/Jira and ServiceNow

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