Service Delivery Manager Tulsa, Oklahoma

UDT is a national technology solutions provider that modernizes, connects, secures, and manages technology environments for commercial enterprises, state and local governments, and educational institutions. The trusted advisor to many of the nation’s top K-12 school districts and corporate leaders across a spectrum of industries including hospitality, health care, financial services and more – UDT offers one of the most robust suite of customizable, end-to-end technology solutions in the industry. With a portfolio that spans IT managed services, endpoint lifecycle solutions, cybersecurity, networking, computing, cloud, connectivity, and voice services, UDT helps clients align technology with their most important business priorities – empowering insight-driven IT strategies that accelerate innovation, streamline costs, and reduce risk. Founded in 1995 and headquartered in Miramar, Florida, UDT has more than 400 professionals nationwide and growing operational facilities in Florida, Tennessee, Texas, and South Carolina. For more information, visit udtonline.com.This is a full-time position - MUST BE LOCATED near Tulsa, Oklahoma.Lifecycle Service Delivery Manager - Tulsa, OKCustomer Experience Summary:The Service Delivery Manager (SDM) serves as the primary customer-facing leader responsible for ensuring the successful delivery, adoption, and continuous improvement of UDT services for a dedicated customer account. Operating onsite at the customer location in Tulsa, Oklahoma, the SDM acts as a trusted advisor, strategic partner, and operational liaison between the customer and UDT's service delivery organization. The SDM is accountable for customer satisfaction, service performance, operational governance, escalation management, and alignment of UDT services to the customer's business objectives. This individual develops strong relationships across all levels of the customer organization, from executive leadership to technical stakeholders, while ensuring UDT teams deliver exceptional service and measurable business value. The ideal candidate possesses a blend of customer relationship management, operational leadership, technical acumen, and business communication skills. They are proactive, highly organized, and capable of managing complex customer environments while driving continuous improvement, service adoption, and long-term customer success. Responsibilities:Customer Relationship Management Establish and maintain trusted advisor relationships with customer stakeholders ranging from executive leadership and department heads to operational and technical teams. Serve as the primary customer advocate within UDT and the primary UDT representative within the customer environment. Develop a deep understanding of the customer's business objectives, operational priorities, and technology roadmap. Maintain a high level of customer engagement through regular meetings, governance reviews, and executive communications. Identify customer risks and proactively develop mitigation strategies to preserve customer satisfaction and service quality. Service Delivery & Operational Oversight Own the overall health and performance of UDT services delivered to the customer. Monitor service delivery metrics, SLA attainment, operational trends, and customer experience indicators. Coordinate UDT resources across Service Desk, NOC, Security Operations, Professional Services, Cloud, Collaboration, and Engineeringteams. Ensure timely resolution of incidents, service requests, and customer escalations. Drive accountability across operational teams to ensure commitments and action items are completed. Governance & Business ReviewsLead Monthly Service Reviews and Quarterly Business Reviews (QBRs) with customer stakeholders. Translate operational metrics into meaningful business outcomes and strategic recommendations. Present service performance, trends, risks, improvement initiatives, and future opportunities to customer leadership. Develop and maintain customer success plans and service improvement roadmaps. Escalation & Incident Management Serve as the customer-facing lead during critical incidents, major outages, or service-impacting events. Coordinate communication between customer leadership and UDT operational teams during incident response activities. Ensure root cause analysis, corrective actions, and service improvement plans are completed and communicated effectively. Escalate service concerns appropriately and drive resolution through closure. Service Improvement & Strategic Planning Identify opportunities to improve service delivery, operational efficiency, customer experience, and service adoption. Advocate for automation, self-service, AI-enabled support capabilities, and process improvements where appropriate. Partner with customer leadership to align technology initiatives with business goals. Support strategic planning discussions, technology roadmap development, and future service recommendations. Customer Onboarding & Transition Management Lead onboarding activities for new services, projects, and operational transitions. Ensure operational readiness, documentation completeness, governance structures, and communication plans are established. Coordinate handoffs from Sales and Professional Services into ongoing Managed Services support. Financial & Contract Awareness • Develop a thorough understanding of customer contracts, service entitlements, support agreements, and renewal timelines. • Monitor service consumption, scope alignment, and customer utilization trends. • Identify opportunities to improve service alignment and support customer growth initiatives. • Partner with Customer Success, Sales, and Leadership regarding renewals, expansions, and service recommendations. Qualifications & Experience Experience 5+ years of experience in Service Delivery Management, Customer Success, IT Operations, Account Management, or Managed Services leadership roles. Experience working within a Managed Services Provider (MSP) environment strongly preferred. Demonstrated success managing enterprise or public-sector customer relationships. Experience supporting complex IT environments including infrastructure, cloud, security, collaboration, and end-user support services. Proven ability to lead customer-facing operational governance and executive communications. Experience managing escalations, major incidents, and service recovery efforts. Experience preparing and delivering Monthly Service Reviews, Executive Reviews, and Quarterly Business Reviews. Experience coordinating cross-functional technical teams to achieve customer outcomes. Technical Knowledge Strong understanding of IT Service Management (ITSM) principles and frameworks. Working knowledge of infrastructure, cloud platforms, cybersecurity services, networking, collaboration platforms, and end-user support operations. Familiarity with managed service delivery models and operational best practices. Understanding of service metrics, SLA reporting, incident management, problem management, and continual service improvement. Communication & Leadership Exceptional verbal, written, presentation, and executive communication skills. Ability to communicate effectively with both technical and non-technical audiences. Strong conflict resolution, negotiation, and relationship management skills. Demonstrated ability to influence without direct authority across multiple teams and stakeholders. Education & Certifications Bachelor's degree in Information Technology, Business Administration, Computer Science, or related field required. Equivalent combination of education and experience may be considered. Preferred certifications: ITIL Foundation (v4 preferred) PMP CSM HDI Microsoft or cloud-related certifications Work Location Full-time onsite at customer location in Tulsa, Oklahoma. Must be able to attend customer meetings and support activities during standard business hours. Occasional travel to UDT offices, customer locations, or company events may be required.What UDT offers youWe offer a competitive compensation package where you’ll be rewarded based on your performance and recognized for the value you bring to the organization. UDT’s Total Rewards package includes medical, dental, vision, life and disability coverage as of the 1st of the month, health savings accounts, flexible savings accounts, 401(k) plan with company match, 7 annual holidays and flexible time off options.Join us and be part of an inclusive, energizing, and collaborative environment. UDT is an Equal Opportunity Employer who is committed to workforce diversity. Qualified applicants will receive consideration without regard to age, race, color, religion, sex, sexual orientation, disability, or national origin. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.Employment is contingent upon successful completion of background and pre-employment drug screen. UDT is not currently hiring individuals for this position who now or in the future require sponsorship for employment visa status