Service Delivery Manager

We are excited to announce that we are expanding our team and adding a new Service Delivery Manager  

Company Culture 

At Centre, our diverse workforce drives innovation and success. We foster a collaborative environment where consultants work together to deliver tailored IT solutions that meet our clients’ unique business needs. 

Benefits 

• Hybrid work options, paid time off, and holidays 

• Comprehensive medical, dental, and vision coverage 

• 401(k) with employer match 

• Professional growth opportunities in a stable, team-oriented environment 

Position: Service Delivery Manager 

The Service Delivery Manager ensures exceptional service quality for our managed services clients. This role leads a team of consultants, establishes best practices, and drives continuous improvement in service delivery. You’ll help define team skills, processes, and tools, ensuring efficiency and client satisfaction. As a key member of the management team, you’ll contribute to business planning and collaboration. 

Key Responsibilities 

• Ensure quality, security, and compliance for all clients 

• Manage work distribution and ensure timely resolution to customer issues 

• Identify trends in reactive support and help drive automation and process efficiencies 

• Drive proactive client management and SLA adherence 

• Handle ticket escalation and critical issue resolution 

• Maintain documentation and compliance standards 

• Drive, manage and report on monthly and quarterly Service Desk KPIs 

• Manage deployment, maintenance, and upgrades of systems and tools including servers, workstations, operating systems, hardware, software and peripherals 

• Support onboarding for new clients  

• Support team development and career growth 

• Participate in recruitment and selection of new team members 

• Review and approve time/expense entries  

Qualifications 

• Bachelor’s degree required 

• 5+ years of hands-on leadership experience 

• Strong proficiency in Microsoft Office Suite 

• Expertise in:  

• Windows OS, Windows Server 

• Microsoft administration tools (AD, DHCP, DNS, Group Policy) 

• Microsoft Exchange, Citrix technologies 

• Backup/DR strategies and system upgrades 

• Network infrastructure and protocols (TCP/IP, DNS, DHCP) 

• Enterprise hardware (Cisco, Dell, HP)