- Senior
- Office in Scottsdale
ANM is seeking a Senior Service Delivery Manager to join our exceptional team.
For Denver candidates, the pay range is $150,000-$180,000 annually
Who We Are:
ANM is a fast-growing IT consulting firm focused on building long-term, customer-focused relationships. We offer engineering excellence and quality customer service with a local focus. Our specialties include designing, developing, and deploying solutions for enterprise networking, data center & and cloud, collaboration, security, audiovisual, and Salesforce.
Our Benefits:
- Competitive Salary
- Full benefits package (Medical, Dental, Vision, Life Insurance, short-term and Long-Term Disability)
- Paid Time Off
- 401K Plan
- Flexible Spending Account
- Employee Recognition Rewards
- Career training geared towards professional growth
Who We Are Looking For:
We are seeking an experienced Senior Service Delivery Manager to oversee the end-to-end delivery of IT services for a portfolio of clients. The Senior Service Delivery Manager is responsible for overseeing the delivery of managed services to clients, ensuring that all service level agreements (SLAs) are met and that customer satisfaction is maximized. The Senior Service Delivery Manager will coordinate cross-functional teams, manage technical escalations, and drive continuous improvement in service delivery processes. This is a client-facing role requiring both strong technical and operational acumen as well as excellent interpersonal skills.
What you will be doing as a Senior Service Delivery Manager:
- Serve as the primary point of contact for assigned clients regarding service performance, escalations, and ongoing delivery.
- Coordinate internal teams (helpdesk, NOC, engineering) to ensure smooth resolution of incidents and implementation of service changes.
- Monitor and report on SLAs, KPIs, and service metrics, using tools like ServiceNow, LogicMonitor, Splunk, or similar platforms.
- Own the process for ensuring incidents are resolved and coordinating resources to deliver timely solutions.
- Deliver post-incident reviews/root causes and drive continuous improvement.
- Maintain documentation, process runbooks, and service delivery playbooks
- Partner with Client Success Manager (CSM) to conduct regular client service reviews, including performance reporting, roadmaps, and opportunity identification.
- Work with Client Success Managers and technical leads to align IT solutions with evolving client needs.
Required education, technical skills, and/or experience:
- 5+ years of experience in IT Service Delivery, preferably in a Managed Services Provider (MSP) environment.
- Demonstrated ability to collaborate effectively within team environments, contributing to shared goals and fostering a culture of open communication and mutual respect.
- Deep understanding of ITIL principles and best practices (ITIL v4 certification a plus).
- Strong grasp of SLA management, ticketing systems (ServiceNow), remote monitoring tools (LogicMonitor or similar), and reporting tools (Splunk).
- Excellent organizational, communication, and negotiation skills.
- Ability to manage multiple client accounts with varying levels of complexity.
- Experience with network/infrastructure fundamentals.
Travel:
Travel is occasionally required for this position. Must have a valid driver’s license and motor vehicle insurance.
ANM is an equal-opportunity employer. All aspects of employment, including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate based on race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.
