Service Delivery Manager

We are excited to announce we are expanding and looking to grow our team with a new Role at Centre Technologies!

Our Company Culture:

Our diverse workforce allows Centre to develop and leverage knowledge, skills, and experiences that impact our overall success. Within our collaborative environment, our team of consultants work to identify innovative solutions for our clients. Together, we guide our clients through the process of selecting, deploying, and managing IT solutions tailored to their specific business needs.

Centre Company Benefits:

• Hybrid Work Options, Paid Time Off, and Paid Holidays

• Medical, Dental, Vision, and 401(k) with employer match contributions

• Stability to grow alongside hard-workers in a collaborative environment with opportunities to grow professionally

Position Summary:

The Service Delivery Manager ensures exceptional service quality for our managed services clients. This role leads a team of consultants, establishes best practices, and drives continuous improvement in service delivery. You’ll help define team skills, processes, and tools, ensuring efficiency and client satisfaction. As a key member of the management team, you’ll contribute to business planning and collaboration.

Essential Duties and Responsibilities:

• Ensure quality, security, and compliance for all clients

• Manage work distribution and ensure timely resolution to customer issues

• Identify trends in reactive support and help drive automation and process efficiencies

• Drive proactive client management and SLA adherence

• Handle ticket escalation and critical issue resolution

• Maintain documentation and compliance standards

• Drive, manage and report on monthly and quarterly Service Desk KPIs

• Manage deployment, maintenance, and upgrades of systems and tools including servers, workstations, operating systems, hardware, software and peripherals

• Support onboarding for new clients

• Support team development and career growth

• Participate in recruitment and selection of new team members

• Review and approve time/expense entries

Education/Experience/Certifications:

• Bachelor’s degree required

• 5+ years of hands-on leadership experience

• Strong proficiency in Microsoft Office Suite

Expertise in:

• Windows OS, Windows Server

• Microsoft administration tools (AD, DHCP, DNS, Group Policy)

• Microsoft Exchange, Citrix technologies

• Backup/DR strategies and system upgrades

• Network infrastructure and protocols (TCP/IP, DNS, DHCP)

• Enterprise hardware (Cisco, Dell, HP)