Information Technology Service Delivery Manager

The Service Delivery Manager (SDM) serves as the primary customer-facing leader responsible for ensuring the successful delivery, adoption, and continuous improvement of client 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 Client's service delivery organization. The SDM is accountable for customer satisfaction, service performance, operational governance, escalation management, and alignment of client 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 client 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 Client and the primary Client 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 Client services delivered to the customer. Monitor service delivery metrics, SLA attainment, operational trends, and customer experience indicators. Coordinate Client resources across Service Desk, NOC, Security Operations, Professional Services, Cloud, Collaboration, and Engineering teams. 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 Reviews Lead 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. Serve as the customer-facing lead during critical incidents, major outages, or service-impacting events. Coordinate communication between customer leadership and Client 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. 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 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. 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 Client offices, customer locations, or company events may be required. #J-18808-Ljbffr L2R Consulting