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About the Role
The Service Delivery Manager ensures exceptional service quality for our managed services clients. This role leads a team of consultants, establishes best practices, and drives continuous improvement in service delivery. You’ll help define team skills, processes, and tools, ensuring efficiency and client satisfaction. As a key member of the management team, you’ll contribute to business planning and collaboration.
Responsibilities
- Ensure quality, security, and compliance for all clients
- Manage work distribution and ensure timely resolution to customer issues
- Identify trends in reactive support and help drive automation and process efficiencies
- Drive proactive client management and SLA adherence
- Handle ticket escalation and critical issue resolution
- Maintain documentation and compliance standards
- Drive, manage and report on monthly and quarterly Service Desk KPIs
- Manage deployment, maintenance, and upgrades of systems and tools including servers, workstations, operating systems, hardware, software and peripherals
- Support onboarding for new clients
- Support team development and career growth
- Participate in recruitment and selection of new team members
- Review and approve time/expense entries
Requirements
- 5+ years of hands-on leadership experience
- Strong proficiency in Microsoft Office Suite
Skills
- Windows OS
- Windows Server
- Microsoft administration tools (AD, DHCP, DNS, Group Policy)
- Microsoft Exchange
- Citrix technologies
- Backup/DR strategies
- System upgrades
- Network infrastructure
- Network protocols (TCP/IP, DNS, DHCP)
- Enterprise hardware (Cisco, Dell, HP)
Location
- Houston, TX
- Dallas, TX
- Austin, TX
- Tulsa, OK
Work Type
- Hybrid
Experience Level
- 5+ years of leadership experience
Education Level
- Bachelor's degree
Benefits
- Hybrid Work Options
- Paid Time Off
- Paid Holidays
- Medical
- Dental
- Vision
- 401(k) with employer match contributions
- Stability to grow alongside hard-workers in a collaborative environment
- Opportunities to grow professionally
About the Company
- Our diverse workforce allows Centre to develop and leverage knowledge, skills, and experiences that impact our overall success.
- Within our collaborative environment, our team of consultants work to identify innovative solutions for our clients.
- Together, we guide our clients through the process of selecting, deploying, and managing IT solutions tailored to their specific business needs.