Service Delivery Manager

Bounteous x Accolite makes the future faster for the world's most ambitious brands. Our services span Strategy, Analytics, Digital Engineering, Cloud, Data & AI, Experience Design, and Marketing. We are guided by Co-Innovation, our proven methodology of collaborative partnership.Bounteous x Accolite brings together 5000+ employees spanning North America, APAC, and EMEA, and partnerships with leading technology providers. Through advanced digital engineering, technology solutions, and data-driven digital experiences, we create exceptional and efficient business impact and help our clients win.We are seeking a Service Delivery Manager with extensive experience in managed services, IT Service Management (ITSM), and ITIL Framework to join our team. This role is responsible for prioritizing, guiding, and leading practice area teams to deliver outstanding support to Bounteous x Accolite (BxA)'s managed services clients.Reporting to the Service Delivery Director, the Service Delivery Manager works closely with service delivery coordinators, process analysts, technical leaders, and engineers to ensure the successful delivery of managed services. This includes overseeing infrastructure and application managed services, enhancing IT service management practices, and driving continual improvement initiatives. Additionally, the Service Delivery Manager serves as the primary point of contact for clients regarding managed service escalations and satisfaction.Role and Responsibilities• Champion managed services within BxA and with our clients to increase awareness of IT Service Management (ITSM) and its role in co-creating value• Serve as the liaison between customers, client account leadership, project delivery teams, and technical service teams• Demonstrate a deep understanding of managed service offerings and take ownership of delivering all contracted services to customers• Build and maintain strong internal and external relationships, consistently aiming for the highest level of customer satisfaction• Manage a customer satisfaction program, including regularly gathering feedback and developing action plans to enhance the service experience• Contribute to the development of standard client-specific statements of work, enforce change order governance for out-of-scope work, and ensure contractual obligations are met• Balance cost reduction initiatives, account profitability, and customer satisfaction by reporting on profitability and managing time/expense costs against client accounting codes• Partner closely with program delivery and client service teams to provide necessary tools and documentation to effectively support managed services clients• Collaborate with major incident management teams on root cause analysis for service failures and communicate resolutions to impacted customers• Escalate significant client service impacts or issues to the Service Delivery Director• Work with stakeholders to establish effective Service Level Agreements (SLAs) to ensure client satisfaction• Lead and manage Quarterly Business Reviews (QBRs) for assigned customers, including auditing delivery performance, preparing presentations, and documentation• Deliver monthly SLA reporting and performance reviews• Support BxA's ITSM best practices in line with ITIL-aligned workflows and processes to facilitate inter-team communication and meet client requirements• Recommend service resource models and utilize data from volume-based metrics and KPIs to justify resource needs• Anticipate client needs and manage the allocation of resources and staff to ensure services are delivered within budget and minimize disruptions• Lead service review meetings, manage customer expectations, and consistently strive for customer delight• Maintain flexible availability, including attending P1 bridge calls and managing major incidents if MIM services are unavailable• Offer on-call support outside of regular hours to provide major incident management, coordinating escalations and communications with BxA, our clients, and other stakeholders during major incidentsPreferred Qualifications• 5+ years of experience supporting clients in a managed services organization• 5+ years of progressively responsible experience in managed services and IT Service Management (ITSM)• Background in managed or outsourcing service models, including application and infrastructure support services• ITIL v3/4 Foundation certification or training required• Experience coaching and developing team members• Strong understanding of digital technologies• Proficiency in ITSM tools such as ServiceNow and JSM/Jira• Experience with project management tools, including Confluence and Jira• Familiarity with operations tools such as PagerDuty, Site24x7, New Relic, ElasticSearch, and Terraform; experience with native cloud environments a plus• PMP certification or equivalent experience in project management preferred• Experience working with clients deploying CMS platforms (Adobe Experience Manager, Drupal), eCommerce platforms (Magento, Shopify), SAP Hybris, and Google Analytics• Ability to communicate complex technical topics clearly and concisely to various audiences and transition seamlessly between business and technical discussions• Comfortable working in an interrupt-driven environment and balancing deliverables with shifting customer priorities• Understanding of technologies used for service delivery, including synthetic monitoring, patch management, Infrastructure as Code, automation tools, cloud dashboards, and log collectors• A mature, constructive, and positive approach to conflict resolution• Skilled at managing distributed or remote team members and collaborating with multiple teams simultaneously• Self-motivated with the ability to work independently, determine a way forward, and solve problems with minimal direction; proven track record of driving results in a dynamic and complex organization• Exceptional written and verbal communication skills, enabling clear and effective communication with program teams, client stakeholders, and senior management• Excellent organizational skills and a methodical approach to tasks• Digitally-savvy and well-informed on innovations, trends, and technologies• Bachelor's degree and/or equivalent work experience preferred• Flexible availability to offer on-call support outside of regular hours during major incidents$105,000 - $153,000 a yearIndividual pay is determined by many factors, including experience, relevant education or training, and organizational needs. The mid-range to maximum of the salary range is generally reserved for individuals who are highly experienced in the role.We invite you to stay connected with us by subscribing to our monthly job openings alert here.Research shows that women and other underrepresented groups apply only if they meet 100% of the criteria of a job posting. If you have passion and intelligence, and possess a technical knack (even if you're missing some of the above), we encourage you to apply.Bounteous x Accolite is focused on promoting an inclusive environment and is proud to be an equal opportunity employer. We celebrate the different viewpoints and experiences our diverse group of team members bring to Bounteous x Accolite. Bounteous x Accolite does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, physical or mental disability, national origin, veteran status, or any other status protected under federal, state, or local law.In addition, you have the opportunity to participate in several Team Member Networks, sometimes referred to as employee resource groups (ERGs), that host space with individuals with shared identities, interests, and passions. Our Team Member Networks celebrate communities of color, life as a working parent or caregiver, the 2SLGBTQIA+ community, wellbeing, and more. Regardless of your respective identity, there are various avenues we involve team members in the Bounteous x Accolite community.Bounteous x Accolite is willing to sponsor eligible candidates for employment visas.#BI-Remote#LI-Remote