We are seeking a highly skilled Service Delivery Manager to lead our service delivery team.The ideal candidate will have at least 10 years of broad technology industry experience and 5+ years direct SDM experience within an ITIL-aligned managed services organization.Key responsibilities include ensuring service delivery adheres to established internal and client processes, developing and delivering audience-appropriate communications, managing risks and issues related to client service delivery, and tracking action items through to closure.Additionally, the successful candidate will review key service reports and metrics with clients, drive continuous service improvements by providing feedback about improvement opportunities to internal service/product teams, and maintain comprehensive release schedules.This role involves leading recurring governance meetings with clients, including preparation of materials, and establishing and leading support operations to ensure high client satisfaction.To be successful in this position, you will need to have proven leadership, resource management, and financial management skills within a managed services organization.ITIL Foundations certification; advanced ITIL certification is preferred.Working knowledge of enterprise-class ERP Applications is also desirable.You will partner closely with Regional Managers of Support Engineers/Consultants to ensure that the right set of skills are available to service client needs, monitor response, update, and resolution SLAs to ensure delivery and high client satisfaction, and understand client environments and ensure changes/updates to the same are reflected in operational documentation.