Service Delivery Manager 3

The Service Delivery Manager (SDM) is accountable for the governance, performance, and continuous improvement of service delivery across managed service providers (MSPs), technology vendors, and internal support functions. This role exists to ensure consistent, high‑quality service outcomes while removing day‑to‑day vendor and service accountability from systems engineering and infrastructure roles.

The SDM provides service oversight and operational support for a centralized Helpdesk function that supports IT, Facilities, and general service requests. While the Helpdesk may report through a separate management structure, the SDM owns service quality, escalation management, performance maturity, and alignment with organizational needs.

Over time, this role is expected to grow to include direct management of a Level 1 Technician and a PMO/Training resource focused on service enablement, documentation, and process adherence.

• Own end‑to‑end service delivery outcomes across IT, Facilities support, and shared service domains.
• Define, implement, and enforce service delivery standards, workflows, and escalation paths.
• Act as the senior escalation point for high‑impact, recurring, or systemic service issues.
• Continuously improve service reliability, responsiveness, and customer experience.

• Provide operational support and governance for a centralized Helpdesk function (no direct supervision).
• Ensure intake, triage, routing, prioritization, and escalation processes are effective and followed.
• Partner with Helpdesk leadership and business stakeholders to address service gaps and capacity challenges.
• Monitor and analyze performance metrics such as ticket volume, resolution times, backlog, and satisfaction.

• Serve as the primary owner of MSP and vendor service delivery performance.
• Define and maintain service expectations, KPIs, and SLAs in collaboration with IT leadership and Procurement.
• Lead regular vendor performance reviews and corrective action plans.
• Coordinate vendor activities to minimize service disruption and align with organizational priorities.

• Provide leadership and direction to assigned service delivery resources.
• Directly manage a Level 1 Technician (future state) supporting frontline service needs.
• Oversee a PMO/Training function (future state) focused on:
• Process adherence
• Knowledge management
• Training and onboarding
• Foster a service‑centric culture emphasizing accountability, transparency, and continuous improvement.

• Establish and mature service delivery processes aligned with ITIL best practices.
• Ensure service documentation, SOPs, and knowledge articles are created, maintained, and adopted.
• Support light project management activities tied to service improvements and vendor transitions.
• Identify opportunities to standardize, simplify, and scale service processes across domains.

• Act as the primary service delivery interface between vendors, IT, Facilities, and business stakeholders.
• Translate business needs into actionable service requirements and measurable outcomes.
• Provide clear, concise service performance reporting to senior leadership.
• Proactively identify service risks and improvement opportunities.

• 5+ years of experience in service delivery, IT operations, or vendor management.
• Demonstrated success managing MSPs and third‑party service providers.
• Strong understanding of IT service management principles (ITIL or equivalent).
• Experience supporting or governing a centralized Helpdesk or shared services model.
• Proven ability to manage cross‑functional priorities without direct authority.
• Excellent communication, facilitation, and stakeholder management skills.

• ITIL Foundation or higher certification.
• Experience supporting both IT and Facilities or non‑technical services.
• People leadership or team‑lead experience.
• Experience standing up or maturing service delivery frameworks.
• Familiarity with service management and ticketing platforms.

• Improved MSP and vendor SLA performance.
• Reduced escalations and repeat incidents.
• Increased customer satisfaction and service transparency.
• Stabilization and maturity of the centralized Helpdesk model.
• Clear separation of service accountability from systems engineering functions.