Service Delivery Manager (Hybrid in Baltimore/Towson)

Description

Equal Employment Opportunity Statement

Klik Solutions is an equal opportunity employer and complies with all applicable federal, state, and local laws prohibiting discrimination in employment. In all hiring and employment practices, Klik Solutions does not discriminate against any employee or applicant based on race, color, religion, sex, sexual orientation, gender identity, gender expression, age, national origin, citizenship status, disability, genetic information, marital status, veteran status, or any other protected characteristic under applicable law.

Reasonable Accommodation Policy

Consistent with the Americans with Disabilities Act (ADA), Klik Solutions is committed to providing reasonable accommodations to qualified applicants and employees with disabilities. If you need assistance or accommodation due to a disability, please contact [HR contact information]. All requests for reasonable accommodation will be evaluated on a case-by-case basis in accordance with applicable laws.

About Klik Solutions

Klik Solutions has evolved far beyond its origins as a Managed Services Provider (MSP). Today, we are a comprehensive technology solutions provider offering a broad spectrum of services, including digital marketing, data services, software and application development and integration, compliance, security solutions, and cloud expertise.

We partner with our clients to provide end-to-end technology solutions, helping them thrive in the digital era through robust IT structures, strategic digital marketing, data-driven insights, regulatory compliance, security measures, and seamless software and application integration.

Position Overview

The Service Delivery Manager (SDM) serves as the primary point of contact for assigned clients, owning both the client relationship and the coordination of service delivery. This role ensures that client needs are clearly understood, communicated internally, and successfully executed in alignment with scope, timelines, and expectations.

The SDM works cross-functionally with Support, Field Services, and internal teams to ensure a seamless client experience and consistent delivery outcomes.

Role and Responsibilities

Client Relationship Management

• Serve as the primary point of contact for assigned client accounts
• Build and maintain strong, long-term client relationships
• Understand client business needs, priorities, and risks
• Provide clear, proactive communication regarding service status, updates, and issues
• Address client concerns and resolve conflicts in a timely and professional manner
• Proactively identify at-risk clients and bring visibility to leadership when concerns arise (e.g., repeated ticket issues, poor execution, ongoing dissatisfaction)

Service Delivery Coordination

• Translate client needs into actionable requests for internal teams
• Coordinate with Support, Field, and other departments to ensure proper execution
• Monitor progress of tickets, requests, and projects related to assigned clients
• Ensure deliverables align with agreed scope, timelines, and expectations
• Identify patterns of recurring issues or breakdowns in delivery and escalate appropriately

Expectation & Communication Management

• Set clear expectations with clients regarding timelines, scope, and outcomes
• Communicate delays, risks, or changes proactively
• Ensure clients are consistently informed and aligned
• Act as the voice of the client internally, ensuring concerns are clearly understood and addressed

Escalation & Follow-Through

• Monitor for stalled or at-risk tickets and requests
• Escalate issues internally when progress is delayed or blocked
• Follow through to ensure resolution and client satisfaction
• Escalate systemic issues impacting client experience (e.g., tickets completed incorrectly, repeated service failures)
• Act as the client advocate internally while maintaining alignment with company processes

Process Feedback & Continuous Improvement

• Identify gaps in processes and workflows based on client experience
• Example: Missing or ineffective onboarding processes (e.g., new user setup issues)
• Provide structured feedback to Service Operations Manager and leadership to improve service delivery
• Flag recurring issues where processes need to be refined, created, or enforced
• Support continuous improvement of service delivery standards

Project & Request Oversight

• Assist in defining scope and objectives for client initiatives and requests
• Coordinate internal resources for execution of client-related work
• Track progress and ensure timely completion of deliverables
• Provide summarized updates, meeting notes, and action items to stakeholders

Client Engagement & Onsite Presence

• Participate in regular onsite client visits alongside Solution Advisors
• Maintain consistent in-person engagement through scheduled visits (e.g., check-ins, lunches, informal visits)
• Strengthen relationships through both formal and informal interactions
• Represent the company in both positive and challenging conversations, maintaining professionalism and trust
• Gather direct feedback from clients to improve service delivery and satisfaction

Account Growth & Insight

• Identify opportunities to improve client environments and service delivery
• Provide input into account strategy and service improvements
• Support sales and leadership by identifying client needs and opportunities

Process Awareness & Collaboration

• Work in alignment with established service delivery processes and SOPs
• Collaborate closely with the Service Operations Manager to ensure smooth execution
• Support adherence to communication and documentation standards

What You Bring to the Role

• Strong verbal and written communication skills
• Excellent customer service and relationship management abilities
• Strong organizational and multitasking skills
• Ability to coordinate across multiple teams and priorities
• Problem-solving mindset with strong follow-through
• Data collection and analysis skills
• Interpersonal skills and emotional intelligence
• Ability to identify patterns, risks, and operational gaps
• Familiarity with project coordination and service delivery environments
• Experience with MSP tools such as ConnectWise Manage/Automate is a plus
• Knowledge of Microsoft 365 tools (Teams, Outlook, etc.)
• Process awareness and ability to operate within structured environments

Success in This Role Looks Like

• Strong client relationships and positive feedback
• Early identification and escalation of at-risk clients
• Clear, proactive communication with no surprises
• Consistent follow-through on all client requests
• Identification and escalation of recurring service issues
• Improved alignment between client expectations and internal execution
• Active participation in strengthening client relationships through onsite engagement

Additional Notes

• Occasional after-hours or weekend availability may be required based on client needs
• Regular onsite client engagement is expected as part of maintaining strong relationships
• This role is critical in bridging the gap between client expectations and internal execution

Requirements

•  2–5 years of experience in account management, project coordination, customer success, or service delivery roles; experience in MSP, technology consulting, or SaaS is highly preferred.
• Strong verbal and written communication skills with the ability to engage across technical and executive levels.
•  Proven ability to manage multiple priorities and accounts simultaneously.
• Demonstrated experience coordinating cross-functional teams and facilitating collaborative outcomes.

Preferred Skills

• Familiarity with service delivery frameworks and IT operating models.
•  Strong analytical and problem-solving ability with a proactive approach to issue identification and resolution.
• Confidence in leading client meetings, presenting recommendations, and facilitating business reviews.
• Working knowledge of project management principles (Agile, Waterfall, or hybrid).
• Proficiency in Microsoft Office 365 (Teams, Excel, Outlook); experience with PSA/CRM/PM tools preferred (Kaseya, Smartsheet, Jira, etc.).
• Certifications such as CAPM, CompTIA Project+, or PMP are a plus, but not required.