Service Delivery Manager

November 23

🏄 California – Remote

Although this job is listed in California, this company may be open to hiring remote in other states.

💵 $100k - $115k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

👔 Manager

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Arctiq

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Enterprise • SaaS • Security

Arctiq is a company that specializes in providing transformative infrastructure, security, and platform engineering solutions. They focus on enterprise security, modern infrastructure, and platform engineering, helping businesses architect practical and efficient solutions using world-class technologies. Arctiq offers managed security services, cloud security, and modern infrastructure solutions such as wireless networking and hybrid cloud infrastructure. They work with various sectors including healthcare, education, government, and more to enhance connectivity and bolster security using innovative technologies. Their services cover comprehensive infrastructure and security needs, from video surveillance in schools to smart city initiatives and cloud-native solutions for industries like oil & gas.

201 - 500 employees

🏢 Enterprise

☁️ SaaS

🔐 Security

📋 Description

• Serve as the main point of contact for clients, ensuring consistent communication and satisfaction while aligning services with business goals. • Oversee the end-to-end delivery of program initiatives within a client's account. • Manage service delivery to meet contract terms, including defining, establishing, and improving delivery processes and best practices. • Optimize and monitor KPIs and SLAs, driving continuous improvement in service delivery. • Oversee and own all financial aspects of this operation, including timesheet preparation and approvals, monthly billing, and forecasting. • Ensure accurate allocation of team hours to the appropriate projects or operational activities. • Lead and direct cross-functional delivery teams to ensure smooth execution and timely delivery, collaborating closely with Citrix SME. • Oversee and manage Citrix-related projects within the MSP scope, ensuring timely and successful delivery. • Handle escalations and challenging personalities with professionalism and tact. • Drive or participate in critical incident resolution, problem management, and change management processes. • Conduct regular service reviews, reporting on performance metrics, and improvement plans. • Drive ITIL best practices across incident, problem, and change management processes. • Identify and drive opportunities for improvement in service quality and efficiency. • Present weekly status updates to internal leadership. • Deliver monthly status reports to customer leadership. • Conduct Quarterly Business Reviews (QBRs) with customer leadership.

🎯 Requirements

• ITIL Foundation certification (Intermediate or Expert preferred). • Proven experience in service delivery management within an MSP environment. • Strong understanding of Citrix technologies (Citrix Virtual Apps and Desktops, Citrix Cloud, etc.). • Excellent stakeholder management and communication skills. • Ability to manage complex situations and personalities effectively. • Strong organizational and leadership skills with experience managing technical teams. • Must be willing to work PST hours. • Hands-on experience with Citrix administration or engineering preferred. • Familiarity with project management methodologies (Agile, PMP, etc.) preferred. • Experience in performance reporting and data-driven decision-making preferred. • Experience with BMC Remedy is preferred.