Service Delivery Manager – Managed IT Services

Division: Technology
Position: Service Delivery Manager – Managed IT Services
Location: India

Purpose of the Job:

As a Service Delivery Manager, you will play a pivotal role in ensuring the seamless delivery of our Managed IT Services to clients. You will manage client relationships, oversee service delivery processes, and collaborate with internal teams to meet and exceed client expectations. This position requires a strategic thinker with strong leadership skills and a passion for delivering high-quality services.

Key Requirements:

  1. Client Relationship Management: Build and maintain strong relationships with enterprise clients, understanding their business objectives and aligning our services to meet their needs.
  2. Act as the main point of contact for clients, addressing concerns, resolving issues, and proactively communicating updates.
  3. Service Delivery Oversight: Oversee the end-to-end delivery of Enterprise Managed Services, ensuring adherence to service level agreements (SLAs) and key performance indicators (KPIs).
  4. Collaborate with technical teams to develop and implement service delivery strategies that enhance efficiency and effectiveness.
  5. Team Collaboration: Work closely with cross-functional teams, including IT, operations, and support, to ensure a cohesive and collaborative approach to service delivery.
  6. Provide leadership and guidance to a team of service delivery professionals, fostering a positive and high-performance work environment.
  7. Performance Monitoring and Reporting: Implement and manage performance monitoring tools and processes to track service delivery metrics.
  8. Prepare and present regular reports to senior management and clients, highlighting key performance indicators and areas for improvement.
  9. Continuous Improvement: Identify opportunities for process optimization and improvement in service delivery.
  10. Implement best practices and lessons learned to enhance Enterprise Managed Services’s overall quality and efficiency.

Qualifications and Skills:

  1. 5 + years of Experience in the IT Industry
  2. 3+ Years of Experience in Managing Service Operations
  3. A bachelor’s degree in a relevant field, or an advanced degree or certifications (e.g., ITIL, PMP), is a plus.
  4. Proven experience in a Service Delivery Manager or similar role, preferably in the IT or managed services industry.
  5. Strong understanding of enterprise IT infrastructure and cloud technologies & must be able to troubleshoot & support the team in critical scenarios.
  6. Exceptional communication and interpersonal skills.
  7. Demonstrated ability to lead and inspire cross-functional teams.
  8. Analytical mindset with a focus on data-driven decision-making.

About Quatrro Business Support Services (“Quatrro”):

Quatrro is a technology-enabled, cloud-based outsourcing firm to small, mid to large enterprises across industries that’s changing the way companies think about finance and accounting and technology services. They provide world-class teams combined with highly personal service, and a portal that let you see and manage everything online.  The trouble with most back-office outsourcing solutions is that they leave you with too many missing pieces – in the client experience, in the work delivered, in the reporting you receive, and more.  With smarter systems and specialists in fields ranging from finance to technology services, Quatrro helps you see further, scale smarter and stand stronger.  And that’s why we consistently achieve very high customer, and employee, satisfaction ratings. Quatrro. Get More to Go On.