Senior Service Delivery Manager - Akkodis : Job Details

We are seeking a highly skilled and experienced Service Delivery Manager with a strong background in Application Management Services (AMS). The Service Delivery Manager (SDM) will be responsible for overseeing the end-to-end delivery of IT Operations to our client, ensuring exceptional service quality, operational efficiency, and continuous improvement. The ideal candidate will have a deep understanding of AMS frameworks, ITIL processes, and service-level management in a dynamic and client-facing environment.

Pay rate - $145K-$150K with benefits

Key Responsibilities:

Service Delivery Oversight:

• Lead and manage the delivery of IT services, ensuring service excellence and alignment with client business goals.
• Monitor, track, and report on key performance indicators (KPIs), service-level agreements (SLAs), and operational metrics.
• Act as the primary point of contact for clients, ensuring regular communication and proactive engagement on service delivery.

Client Relationship Management:

• Develop and maintain strong client relationships, ensuring a deep understanding of their needs and expectations.
• Identify opportunities for service improvements, value additions, and potential new service offerings.
• Manage escalations effectively, working closely with clients and internal teams to resolve issues in a timely manner.

Team Leadership:

• Lead cross-functional teams, including technical experts, engineers, and support staff, to deliver IT services efficiently.
• Foster a culture of continuous improvement and knowledge sharing within the team.
• Provide guidance and mentorship to junior staff, ensuring effective skill development and career growth.

Incident and Problem Management:

• Oversee the effective management of incidents and service disruptions, ensuring timely resolution and minimal impact on the client's operations.
• Ensure root cause analysis is conducted for major incidents, and preventive actions are implemented to avoid recurrence.

Service Improvement & Optimization:

• Conduct regular service reviews with clients to assess service performance and identify areas for improvement.
• Propose and implement strategies to optimize service delivery processes, reduce costs, and enhance customer satisfaction.
• Leverage automation, DevOps practices, and other technological solutions to streamline IT operations.

Financial Management:

• Manage the service delivery budget, ensuring services are delivered within agreed cost structures.
• Oversee forecasting, resource allocation, and billing processes in collaboration with the finance team.

Compliance and Quality Assurance:

• Ensure compliance with client contracts, service agreements, and industry standards.
• Implement and monitor quality assurance processes to ensure service consistency and reliability.

Continuous Learning and Development:

• Stay up to date with industry trends, emerging technologies, and best practices in Application Management Services.
• Facilitate ongoing training and development for the team to maintain a high level of technical expertise and service delivery capabilities.

Key Qualifications:

• Experience: 15+ years in a service delivery or operations management role with a focus on Application Management Services (AMS), ITIL, or similar frameworks.
• Industry Knowledge: Strong understanding of AMS processes, including incident management, problem management, change management, and service-level management.
• Leadership: Proven experience in leading and managing cross-functional teams in a client-facing environment.
• Client Management: Excellent interpersonal and communication skills with experience in managing client relationships, resolving escalations, and delivering exceptional service.
• Technical Expertise: Familiarity with enterprise-level applications, IT infrastructure, cloud computing, and IT service management tools.
• Certifications: ITIL Foundation (mandatory), PMP or other project management certifications (a plus).
• Problem Solving: Strong analytical and problem-solving skills, with the ability to manage complex service delivery challenges.

If you are interested in this role, then please click APPLY NOW.

Equal Opportunity Employer/Veterans/Disabled

Benefit offerings available for our associates include medical, dental, vision, life insurance, short-term disability, additional voluntary benefits, an EAP program, commuter benefits, and a 401K plan. Our benefit offerings provide employees the flexibility to choose the type of coverage that meets their individual needs. In addition, our associates may be eligible for paid leave including Paid Sick Leave or any other paid leave required by Federal, State, or local law, as well as Holiday pay where applicable. Disclaimer: These benefit offerings do not apply to client-recruited jobs and jobs that are direct hires to a client.

To read our Candidate Privacy Information Statement, which explains how we will use your information, please visit .

The Company will consider qualified applicants with arrest and conviction records in accordance with federal, state, and local laws and/or security clearance requirements, including, as applicable:

· The California Fair Chance Act

· Los Angeles City Fair Chance Ordinance

· Los Angeles County Fair Chance Ordinance for Employers

· San Francisco Fair Chance Ordinance