Senior Service Delivery Manager

POSITION SUMMARY:

The role of Service Delivery Manager (SDM) at K2 Services is responsible for overseeing the successful delivery of technology solutions and services to our clients. Working in conjunction with assigned Clients, Account Managers, and K2’s Engineering and Helpdesk teams, the SDM focuses on ensuring high-quality integrated Service Delivery, client satisfaction, and efficient operational workflow. The SDM also plays a critical role in improving the delivery of K2 services, collaborating with engineering and delivery teams to proactively address issues and improve internal processes. This role requires strong leadership skills, technical expertise, and a customer-centric approach, driving a consistent and uniform Service Delivery model.

The SDM must also build a trusted advisor relationship with Clients, helping to guide development of their technology roadmap, ensure I.T. strategies align with their business objectives and industry trends, and to manage risk by actively raising awareness of potential needs and offering solutions to address.

ROLES & RESPONSIBILITIES:

Client Relationship Management:

• Serve as the primary point of contact for clients from a technical delivery standpoint.
• Establish and nurture strong client relationships within service areas, ensuring client satisfaction and retention.
• Conduct regular client meetings to review service performance, address concerns, and identify opportunities for improvement.

Strategic Advisory and Technology Roadmap Responsibilities:

• Drive development and maintenance of the client's technology roadmap in collaboration with key stakeholders; act as a trusted technology advisor to clients, providing strategic guidance and recommendations based on the technology roadmap.
• Conduct comprehensive assessments of the client's IT environment, identifying areas for improvement, technology upgrades, and strategic enhancements.

• Engage in strategic discussions with clients to address their IT needs, future growth plans, and potential challenges; align the technology roadmap to those discussions, ensuring that IT investments support long-term success.
• Present the technology roadmap to clients, highlighting proposed initiatives, timelines, and expected outcomes.
• Collaborate with internal technical teams to ensure that the technology roadmap aligns with K2 Services capabilities and service offerings.

• Continuously monitor industry trends, emerging technologies, and best practices to incorporate innovative solutions into the technology roadmap.

Service Delivery Oversight:

• Oversee Service Delivery for clients, working in coordination with internal K2 teams.
• Focus on achieving service level agreements (SLAs) and key performance indicators (KPIs) defined for each team and client relationship.
• Monitor and report on service performance, proactively addressing issues and optimizing service processes.
• Foster a culture of collaboration, accountability, and continuous improvement, working across the company internal organization to improve overall Service Delivery effectiveness. 
• Set clear  expectations regarding client needs and priorities with internal teams.

Client Onboarding and Program Delivery:

• Partner with portfolio management for management of client onboarding activities.
• For ongoing programs and projects, serve as a liaison on behalf of internal technical teams, helping identify and raise issues requiring client input or decision.
• Work closely with sales and technical teams to identify upselling and cross-selling opportunities within each service area.
• Create customized service expansion proposals for clients based on their specific needs within the engineering verticals.
• Develop a structured account management approach to nurture client relationships and identify long-term strategic opportunities.

Escalation Management:

• Innately take lead on high-profile complex production issues (i.e. virus outbreak, critical outage, security breach, etc.), coordinating activities between Client, Account Management, and internal technical teams.
• Ensure timely communication of escalations to technical teams within the relevant service area and facilitate swift incident resolution.
• Conduct regular follow-ups with clients after major incidents, to ensure satisfaction and prevent recurrence.

Process Optimization:

• Continuously review and optimize Service Delivery processes, workflows, and standard operating procedures (SOPs).
• Implement IT service management (ITSM) best practices within each service area, such as incident, problem, and change management, to ensure consistency and compliance.
• Collaborate with Service Delivery teams to define and document process improvements within each engineering vertical.

KNOWLEDGE, SKILLS & ATTRIBUTES:

• Knowledge of technology trends, emerging technologies, and industry standards in the MSP space.
• In-depth understanding of IT service management (ITSM) principles, frameworks (such as ITIL), and best practices; familiarity with industry best practices, IT security, and compliance standards.
• Strong client relationship management skills, with the ability to establish and maintain trusted partnerships with key clients and a high level of client satisfaction.
• Excellent communication, interpersonal, and negotiation skills, with the ability to communicate technical concepts to non-technical stakeholders and effectively interact with clients, stakeholders, and internal teams.
• Strong ethical and professional standards, with a commitment to maintaining client confidentiality and data security.
• Strong analytical and problem-solving abilities, with the ability to work cooperatively within a team and across the organization matrix to achieve group and organizational goals.
• Ability to work in a fast-paced, dynamic environment and adapt to changing priorities.
• Continuous learning mindset, staying updated with the latest advancements and trends in technology and security.

QUALIFICATIONS:

• Experience:
  • 8+ years of experience in Service Delivery management within the technology industry, preferably in an MSP or IT services environment.
  • Experience managing technical project delivery.
• Education / certifications:
  • Required: Bachelor's degree in Computer Science, Information Technology, or a related field.
  • Preferred: ITIL, or related certifications.
• Credentials:
  • Proven track record of strategic leadership over projects, project management teams, with the ability to lead and deliver technology projects on time and within budget.
  • Proven track record of planning and managing the execution of strategic team level initiatives.

K2 SERVICE IS AN EQUAL OPPORTUNITY EMPLOYER Diversity and inclusion matter to us here at K2. We celebrate our differences and advocate an environment where everyone feels included. We’re proud to be an equal opportunity employer – and celebrate our employees’ differences, including race, color, religion, sex, national origin, citizenship, marital status, sexual orientation, gender identity, age, disability, Veteran status, or any other protected group status. Our differences make us better, stronger, and more successful. Equal employment opportunity extends to all aspects of the employment relationship, including hiring, transfers, promotions, training, terminations, working conditions, compensations, benefits, and other terms and conditions of employment.

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