Service Delivery Manager

Job Description:

Service Excellence Partners is seeking a Service Delivery Manager to oversee the delivery of managed services to our clients. The successful candidate will be responsible for ensuring high-quality service delivery, maintaining client satisfaction, and driving continuous improvement. Key responsibilities include:

• Establishing and maintaining strong relationships with clients, serving as the primary point of contact for service delivery.
• Collaborating with internal teams to define service level agreements (SLAs) and key performance indicators (KPIs).
• Monitoring service performance and compliance with SLAs and KPIs, and implementing corrective actions as needed.
• Leading service improvement initiatives to enhance service quality and efficiency.
• Providing regular reports and updates to clients and senior management.

Qualifications:

• Bachelor’s degree in Business Administration, IT Management, or related field.
• Proven experience in service delivery management, preferably in a managed services environment.
• Strong client relationship management and communication skills.
• Experience defining and managing SLAs and KPIs.
• ITIL or other relevant certifications are a plus.

Location: Chicago, IL