Service Delivery Manager

Description

About Lockstep

At Lockstep, we believe great technology isn’t just about infrastructure - it’s about impact. We partner with organizations to deliver innovative, secure, and scalable IT solutions that empower their success. From network security to cloud infrastructure, we take the complexity out of IT so our clients can focus on what they do best. We’re a team that values action and collaboration. We take ownership, put customers first, work as one team, and never stop learning. If you’re looking for a place where your work truly makes a difference, Lockstep is the place to be.   

What we offer

• Competitive compensation
• Medical, dental, and vision insurance
• 401(k) Plan
• Short-term/long-term disability and life insurance
• Flexible PTO
• 7 company-paid holidays and 1 floating holiday
• Employee Assistance Program (EAP)

About the role

 The Service Delivery Manager serves as the primary liaison between clients and internal service teams, ensuring the consistent delivery of high-quality managed IT services.  This role serves as the primary point of contact for assigned clients, overseeing service quality, resource coordination, strategic account planning, and continuous process improvement to ensure engagements are delivered efficiently, profitably, and aligned with client business objectives. 

What You'll Own

• Manage the delivery of IT consulting engagements, ensuring they are aligned with client expectations, within scope, and within budget. 
• Oversee the entire service delivery lifecycle, from engagement kickoff, recurring touchpoints, and strategic road mapping and goal setting. 
• Implement and maintain quality assurance processes to ensure the highest service standards. 
• Serve as the main point of contact for clients, building strong, long-lasting client relationships. 
• Address any service-related concerns, issues, or feedback from clients, ensuring their satisfaction. 
• Coordinate with technical and consulting teams to allocate resources effectively based on engagement needs. 
• Continuously assess and improve service delivery processes to enhance efficiency and effectiveness. 
• Work with other departments to streamline inter-departmental processes. 
• Monitor engagement budgets, ensuring optimal cost management and profitability. 
• Work with finance and sales teams to forecast revenue and costs related to service delivery. 
• Provide regular updates on service delivery metrics, client feedback, and team performance to senior management. 
• Identify and report on trends, challenges, and opportunities in the IT consulting landscape. 

Requirements

What We're Looking For

• Bachelor's degree in information technology, Business Management, or a related field.
• Minimum of 3-5 years of experience in IT consulting or a related field. 
• Proven track record in managing IT service delivery with a strong focus on client satisfaction. 
• Excellent interpersonal and communication skills. 
• Strong problem-solving and critical-thinking abilities. 
• Familiarity with IT service management tools and methodologies.

What to Expect

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of this job. 

This position requires prolonged computer and desk work, occasional lifting of up to 15 pounds, and regular collaboration within a professional office environment.

Less than 5% travel required

Equal Opportunity Employer

Lockstep Technology Group is proud to be an Equal Opportunity Employer and provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.