Are you ready to lead a dynamic team and drive exceptional IT service delivery? Join an employee-owned organization that puts people first. As a Service Delivery Manager, you’ll oversee the delivery of IT services to ensure client satisfaction, operational excellence, and strategic alignment. This is your chance to be part of a collaborative, growth-oriented culture where your leadership will make a lasting impact.

Service Delivery Manager – IT Services
Location: Naperville, IL
Salary: $100,000 – $120,000

Key Responsibilities:
Client Relationship Management:

  • Serve as the primary point of contact for service-related matters, building trusted relationships with clients.
  • Conduct regular client check-ins, service reviews, and proactive communications to ensure satisfaction.
  • Resolve escalated service issues promptly while managing client expectations effectively.

Service Delivery Oversight:

  • Monitor and ensure SLA compliance using tools like Autotask.
  • Analyze and report on service metrics, focusing on continuous improvement.
  • Collaborate with vCIOs to align service delivery with client strategies and IT roadmaps.

Team Leadership:

  • Lead and support Service Desk and Field Teams, providing resources, training, and guidance.
  • Manage resource allocation to meet client needs and performance goals.
  • Conduct performance reviews and foster professional development for team members.

Process Optimization and Quality Assurance:

  • Identify and implement process improvements for service efficiency and consistency.
  • Ensure client-facing communications and documentation meet quality standards.
  • Conduct audits and compliance checks to maintain high service excellence.

Strategic Planning and Risk Management:

  • Perform risk assessments, develop mitigation strategies, and address potential disruptions proactively.
  • Use service data and client feedback to provide insights and recommendations to leadership.
  • Collaborate with internal teams to align strategies, resources, and priorities.

Requirements:

  • 5-10 years of experience in IT service delivery or a related field.
  • Proven leadership and team management skills with a focus on accountability and process adherence.
  • Ability to align operational execution with strategic goals.
  • Exceptional communication and problem-solving skills.
  • Local candidates preferred for optimal collaboration.

What We Offer:

  • Health Benefits: Company-paid health, AD&D, LTD & STD insurance from Day 1.
  • Work-Life Balance: Unlimited PTO, annual vacation bonus, and a quarterly bonus program.
  • Employee Ownership: Become a stakeholder with a vested interest in shared success.
  • Professional Growth: Educational assistance and professional development opportunities.
  • Additional Perks: 401(k) with match, travel reimbursement, and a supportive team culture.

Why Join Us?
Be part of an organization that values its employees and provides opportunities for growth and ownership. As a Service Delivery Manager, you’ll play a pivotal role in shaping client success and operational excellence.

Apply today to take the next step in your IT leadership career!

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