Service Delivery Manager

Service Delivery Manager

Full-time | United States

Are you a seasoned leader ready to champion client success within a dynamic, fast-growing team? Bounteous is seeking a talented Service Delivery Manager to join our Managed Services Delivery organization. This is an opportunity to leverage your expertise in Managed Services and IT Service Management (ITSM) to build strong client partnerships and drive exceptional service outcomes.

About the Opportunity

In this pivotal role, you will serve as a strategic partner and leader for our valued clients. You’ll leverage your proven history and leadership presence to oversee all facets of Managed Services Delivery, encompassing both application and infrastructure support. A key focus will be driving enhancements in IT Service Management (ITSM) practices and fostering a culture of Continuous Improvement. You will be instrumental in prioritizing team efforts and guiding delivery to ensure we exceed client expectations.

Key Responsibilities: Championing Client Value

As a Service Delivery Manager, your primary focus will be on building and nurturing robust, long-term client relationships. You’ll act as the central point of contact, bridging communication between clients and our technical delivery teams, managing escalations, and becoming deeply knowledgeable about their specific needs and the full spectrum of our Managed Service offerings. You will own and drive client satisfaction initiatives, proactively soliciting feedback and developing action plans for service enhancement. Leading structured interactions like Quarterly Business Reviews (QBRs) and presenting Monthly SLA reporting will be crucial to transparently demonstrate value and performance.

Service Operations & Continuous Improvement

You’ll ensure the smooth, efficient delivery of services, focusing on performance and process maturity. This involves leveraging your deep understanding of IT Service Management (ITSM) and the ITIL Framework to guide our internal processes and collaborate on establishing meaningful Service Level Agreements (SLAs) and KPIs that align with client value. You will actively monitor service performance, lead Root Cause Analysis (RCA) efforts for incidents, and drive initiatives for ongoing service enhancement.

Team Guidance & Operational Oversight

You will guide and direct dedicated practice area teams to provide exceptional support, overseeing client-specific projects and managing operational workflows. This role requires the ability to effectively manage and collaborate with multiple technical teams, including potentially distributed or remote members, ensuring alignment and high performance. You’ll also contribute to defining staffing models based on performance data and volume metrics.

Strategic Account Management & Financial Stewardship

Beyond day-to-day delivery, you will contribute to the strategic health of the accounts. This includes managing contract details such as Statements of Work (SOWs) and change governance, and overseeing the financial health and profitability of the services delivered to your assigned clients. You will work closely with Client Services teams to ensure a unified approach to account management, proactively anticipating client service requirements and ensuring resources are allocated effectively within budget.

Bridging Business & Technology

A critical aspect of this role is the ability to comfortably navigate between business requirements and technical realities. While not expected to be a hands-on engineer, a solid understanding of the technologies underpinning modern Managed Services – including areas like synthetic monitoring, patch management, Infrastructure as Code (IaC), automation tools, cloud platforms, and logging solutions – is essential to effectively communicate with both technical teams and clients.

What You Bring: Essential Qualifications

To succeed in this role, you will need:

• 3-5 years managing clients within a Managed Services organization, demonstrating strong client relationship and account management skills.

• 5+ years of overall experience in Managed Services or IT Service Management (ITSM) with increasing levels of responsibility.

• Proven experience delivering both application and infrastructure managed services.

• ITIL v3 or v4 Foundation certification.

• Experience working with team collaboration (Confluence/Jira) and dedicated ITSM platforms (ServiceNow).

• Excellent written and verbal communication skills, capable of engaging diverse stakeholders from technical teams to senior client leadership.

• Demonstrated ability to manage complex situations, resolve conflicts constructively, and maintain a positive approach.

• Ability to effectively manage and collaborate with multiple, potentially distributed, technical teams.

Bonus Points for:

• Experience with specific monitoring, logging, or cloud tools (e.g., xMatters, Sumo Logic, Site24x7, New Relic, Cloudflare, Terraform, native cloud services).

• Certifications such as CSM or PMP.

• Experience with popular CMS platforms (Adobe Experience Manager, Drupal), eCommerce platforms (Magento, Shopify), or Google Analytics.

If you are a results-oriented leader passionate about client success and operational excellence in the Managed Services space, we encourage you to apply!

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