{"id":1735673,"url":"https://alion.io/job/corsicatech-service-delivery-manager","title":"Service Delivery Manager","company":{"id":2188811,"name":"corsicatech","domain":"corsicatech.com","url":"https://alion.io/company/corsicatech","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"ADP","truth_index":{"grade":"B","score":75,"open_postings":6,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-10-13T05:45:00Z"}},"role":"Solutions","role_family":"Solutions","seniority":"lead","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Fort Wayne, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":110000,"max_usd":230000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":510},"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AWS","optional":false},{"name":"Azure","optional":false},{"name":"GCP","optional":false},{"name":"ITIL","optional":false},{"name":"ITSM","optional":false},{"name":"Power BI","optional":false},{"name":"Service Desk","optional":false},{"name":"ISO 27001","optional":true},{"name":"SOC 2","optional":true}],"status":"live","first_seen_at":"2026-07-08T14:00:00Z","employer_posted_date":"2026-07-08","last_verified_at":"2026-10-13T11:52:41Z","board_verified":true,"closed_at":null,"days_open":97,"trust":{"level":"stale","repost_count":0,"flags":["stale"],"days_open":96},"description":"Job Title - Managed Services Service Delivery Manager\nJob Summary\nThe Managed Services Service Delivery Manager is responsible for ensuring the successful delivery of managed IT services to clients while maintaining high levels of customer satisfaction, service quality, and operational excellence. This role serves as the primary point of contact for clients, overseeing service performance, managing cross-functional teams, driving continuous service improvements, and ensuring adherence to Service Level Agreements (SLAs). The ideal candidate combines strong leadership, customer relationship management, technical understanding, and operational management skills.\nKey Responsibilities\nService Delivery Management\nOwn end-to-end service delivery for assigned managed services customers.\nEnsure services are delivered according to contractual obligations and SLAs.\nMonitor service performance, availability, and quality metrics.\nLead service review meetings and present performance reports to customers.\nManage service escalations through successful resolution.\nClient Relationship Management\nBuild and maintain trusted relationships with customer stakeholders.\nUnderstand customer business objectives and align service delivery accordingly.\nAct as the primary customer advocate within the organization.\nIdentify opportunities to improve customer satisfaction and expand service offerings.\nOperational Management\nCoordinate cross-functional teams including Service Desk, Infrastructure, Cloud, Security, Network, and Application Support.\nEnsure effective incident, problem, and change management processes.\nDrive root cause analysis and preventive actions for recurring issues.\nMonitor resource utilization and service capacity.\nService Improvement\nIdentify opportunities for continuous service improvement.\nImplement automation and operational efficiencies.\nLead service transition activities for new customers or projects.\nDevelop and execute service improvement plans.\nGovernance & Reporting\nProduce regular operational (Weekly and Monthly) and executive service reports.\nTrack KPIs, SLAs, customer satisfaction (CSAT), and service trends.\nParticipate in Quarterly Business Reviews (QBRs) with customers.\nEnsure compliance with ITIL processes and organizational standards.\nFinancial Management\nMonitor service profitability and budget performance.\nReview contract scope and identify out-of-scope activities.\nSupport renewals, contract negotiations, and service expansions.\nCollaborate with sales and account management teams on growth opportunities.\nRisk & Compliance\nIdentify operational risks and implement mitigation plans.\nEnsure compliance with security, regulatory, and contractual requirements.\nSupport audits and compliance initiatives.\nRequired Qualifications\nBachelor's degree in Information Technology, Computer Science, Business, or related field (or equivalent experience).\n5-8+ years of experience in IT Service Delivery, Managed Services, or IT Operations.\n3+ years in a customer-facing leadership or management role.\nStrong understanding of IT infrastructure, cloud technologies, networking, cybersecurity, and enterprise applications.\nExperience managing enterprise customers and complex service environments.\nPreferred Certifications\nITIL Foundation or ITIL 4 Managing Professional\nTechnical Skills\nITIL Service Management\nIncident, Problem, Change, and Release Management\nMicrosoft Azure, AWS, or Google Cloud Platform\nMicrosoft 365 Administration\nAutotask, or similar ITSM platforms\nRMM and Monitoring tools (Datto and SolarWinds)\nPower BI or similar reporting tools\nSoft Skills\nExcellent communication and presentation skills\nStrong customer relationship management\nLeadership and team development\nStrategic thinking and problem-solving\nConflict resolution and negotiation\nTime management and organizational skills\nDecision-making under pressure\nService improvement initiative completion\nRevenue growth from managed services accounts\nPreferred Experience\nExperience managing Managed Services Provider (MSP) operations.\nExperience supporting hybrid cloud and multi-cloud environments.\nExperience with enterprise IT outsourcing engagements.\nFamiliarity with ISO 20000, ISO 27001, SOC 2, or other IT governance frameworks.\nExperience leading geographically distributed or offshore support teams.\nSuccess Factors\nA successful Managed Services Service Delivery Manager consistently delivers high-quality services, builds strong customer relationships, proactively identifies service improvements, effectively manages operational performance, and collaborates across technical and business teams to ensure customer success while driving operational efficiency and business growth.","description_format":"text","description_chars":4700,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":["Growth opportunities"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Artificial Intelligence","Cybersecurity","Information Technology"],"lifecycle":[{"event":"open","at":"2026-10-03T00:57:18Z"}],"visa":[],"liveness":{"score":10,"band":"cold","label":"Long shot","p_open":1,"p_active":0.369,"p_room":0.28,"age_days":96,"expected_fill_days":30,"reasons":["conf:2","urgency","win:tail","crowd:"],"computed_at":"2026-10-13T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/corsicatech-service-delivery-manager","json_url":"https://alion.io/job/corsicatech-service-delivery-manager.json","meta":{"generated_at":"2026-10-13T16:21:34Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":24876,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-14T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":2188811},"rest":"https://alion.io/mcp/rest/get_company?id=2188811"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fcorsicatech-service-delivery-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fcorsicatech-service-delivery-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fcorsicatech-service-delivery-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/corsicatech-service-delivery-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fcorsicatech-service-delivery-manager"}]}