Service Delivery Manager

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🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $90k - $120k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

👔 Manager

👻 Ghost score 0%

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ANP Advanced Network Products, Inc: A Coretelligent Company

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 1984

🔒 Cybersecurity

IT Services • Cybersecurity • Cloud Services

ANP Advanced Network Products, Inc: A Coretelligent Company is an IT services firm that specializes in smart IT infrastructure solutions to transform businesses. They provide a wide range of services including technology consulting, IT outsourcing, cybersecurity, AI & automation, data analytics, and cloud services. With a focus on maximizing productivity and ensuring compliance, ANP helps businesses achieve their strategic goals through comprehensive IT management and support.

📋 Description

• Serve as the primary post-sale relationship owner for an assigned portfolio of managed services clients • Own the overall client experience by coordinating across Service Desk, Engineering, Projects, CoreArmor, Field Services, and other internal teams • Develop and maintain Client Health Plans, account roadmaps, and ongoing service strategies • Monitor account health through ticket trends, service metrics, escalations, client feedback, and operational dashboards • Lead recurring service reviews, executive business reviews, and strategic planning conversations • Own service escalations from initiation through resolution • Review client environments to identify operational improvements, technology recommendations, service enhancements, and opportunities to expand value • Partner with leadership on retention strategies, recovery plans, and continuous improvement initiatives • Ensure contracted services align with SOWs, SLAs, and client expectations • Maintain account documentation, health plans, reporting, and client activity in ServiceNow, CRM, and other operational platforms • Contribute to process improvements, documentation standards, and operational best practices

🎯 Requirements

• 3–7+ years of experience in Managed Services (MSP), Service Delivery, Technical Account Management, Customer Success, IT Operations, or a similar client-facing technology role • Experience managing a portfolio of clients while building trusted relationships with technical teams, operational stakeholders, and executive leadership • Strong understanding of managed services delivery, including service operations, ticket lifecycle, escalation management, SLAs, and client health management • Ability to interpret contracts, Statements of Work (SOWs), and service commitments • Strong business acumen with the ability to identify operational improvements, mitigate risk, and strengthen long-term client relationships • Excellent communication, presentation, and relationship-building skills with technical and non-technical audiences • Ability to manage multiple priorities, adapt to changing business needs, and remain organized in a fast-paced client environment • Experience partnering cross-functionally with engineering, service delivery, projects, cybersecurity, and leadership teams • Experience with ServiceNow, ConnectWise, Autotask, Salesforce, or similar ITSM and CRM platforms preferred • Technical understanding of infrastructure, cloud services, cybersecurity, Microsoft technologies, and managed IT environments strongly preferred • ITIL Foundation certification or similar service management experience is a plus

🏖️ Benefits

• Health, Dental, & Vision • Flexible Spending Account (FSA) • 401k • Health Reimbursement Account (HRA) • Health Savings Account (HSA) • Life Insurance • Disability Insurance • Paid Parental Leave • Holiday Pay • Flexible Vacation & Sick Days • Observed company holidays, including a day off on your birthday • Spot bonuses for demonstrated excellence • Community and social events • Learning and development • Flexible working life • $100 well-being allowance • Other health & wellness perks • Commission eligibility under Coretelligent’s sales compensation plan • Reasonable accommodations for remote work and application/interview processes

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