What are the responsibilities and job description for the Sr. Service Delivery Manager position at Essintial Enterprise Solutions?
Description
Job Title: Senior Service Delivery Manager (Sr. SDM)
Department: Program Management Office (PMO)
Reports To: Director, PMO
Overview
The Senior Service Delivery Manager leads the delivery of on-site IT hardware services—including installation, maintenance, upgrades, and “hands and eyes” support—across a variety of nationwide environments such as retail stores, restaurants, healthcare facilities, and corporate offices. Managing key, high-value accounts with greater complexity and volume, the Sr. SDM oversees employees, provides strategic guidance, and works closely with senior leadership to ensure the highest levels of service excellence. In addition to fulfilling all SDM responsibilities, this role is instrumental in shaping organizational strategies, identifying growth opportunities, and continuously improving operational effectiveness.
Key Responsibilities
Strategic Account Management:
Qualifications & Experience:
Job Title: Senior Service Delivery Manager (Sr. SDM)
Department: Program Management Office (PMO)
Reports To: Director, PMO
Overview
The Senior Service Delivery Manager leads the delivery of on-site IT hardware services—including installation, maintenance, upgrades, and “hands and eyes” support—across a variety of nationwide environments such as retail stores, restaurants, healthcare facilities, and corporate offices. Managing key, high-value accounts with greater complexity and volume, the Sr. SDM oversees employees, provides strategic guidance, and works closely with senior leadership to ensure the highest levels of service excellence. In addition to fulfilling all SDM responsibilities, this role is instrumental in shaping organizational strategies, identifying growth opportunities, and continuously improving operational effectiveness.
Key Responsibilities
Strategic Account Management:
- Oversee top-tier and complex customer accounts, maintaining high levels of SLA compliance, customer satisfaction, and financial health.
- Proactively identify address, and resolve operational challenges, communicating effectively with stakeholders and executive leadership.
- Supervise, coach, and mentor Service Delivery Managers, providing support, training, and performance feedback.
- Foster a collaborative, high-performing environment that encourages continuous improvement and professional growth.
- Participate in the development of long-term plans for service delivery improvements, process enhancements, and resource allocation.
- Offer strategic insights and recommendations that inform organizational decision-making and drive greater operational effectiveness.
- Serve as a trusted advisor and escalation point for key client stakeholders, including C-level executives.
- Identify additional revenue opportunities and work closely with internal teams to implement new services or upgrades.
- Leverage advanced data analysis to monitor trends, forecast resource needs, and influence strategic planning.
- Prepare and deliver executive-level presentations, highlighting account performance, financial forecasts, and operational initiatives.
Qualifications & Experience:
- 3 years of experience in Client Relations, Customer Success, IT Service Management, or Project Management roles.
- Understanding of IT hardware and related services.
- Bachelor’s degree in Business Admin, Operations Management, Project management, or related field (preferred).
- PMP or CAPM certification, and knowledge of SCRUM, Agile, or similar methodologies (preferred).
- Proven track record managing high-volume, complex accounts.
- Experience leading teams or mentoring junior staff.
- Demonstrated ability to influence strategic initiatives and operational improvements.
- Exceptional leadership, negotiation, and communication skills.
- Ability to think strategically while managing day-to-day operations.
- Strong analytical mindset, capable of extracting actionable insights from data.
