Job Description

Job Description

Job Description

ANM is seeking a Service Delivery Manager to join our exceptional team.

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:

The 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 SDM will coordinate cross-functional teams, manage technical escalations, and drive continuous improvement in service delivery processes. This role requires a proactive, strategic approach to service management, with a strong focus on building lasting client relationships and delivering exceptional service experiences.

What you will be doing as a Service Delivery Manager:

• Serve as the primary point of contact for clients regarding service performance metrics.
• Communicate service level performance and ensure transparency and accountability.
• Orchestrate efforts across technical teams (development, operations, support) to ensure alignment and efficient service delivery.
• Collaborate with the customer success team to understand client needs and drive service improvements.
• Own the resolution process for complex technical issues, coordinating resources to deliver timely solutions.
• Conduct regular reviews of technical escalations to identify trends and areas for improvement.
• Gather and analyze service performance data to lead technical reviews with stakeholders.
• Develop and present reports on service delivery performance, highlighting successes and areas for development.
• Identify opportunities to enhance service delivery processes and implement best practices.
• Collaborate with the Delivery Operations Standards Office (DOSO) to ensure compliance with operational standards.
• Build and maintain strong relationships with clients, acting as a trusted advisor.
• Understand customer business objectives and ensure that services are aligned to meet these goals.

Required education, technical skills, and/or experience:

• BA/BS degree in a relevant field; an advanced degree (MBA or similar) is a plus.
• 5+ years of experience in a service delivery management role within a technology or managed services environment.
• Strong background in technical support and service delivery processes.
• Excellent communication and interpersonal skills, with the ability to influence stakeholders at all levels.
• Proven team player with a collaborative mindset, known for building strong relationships and contributing to a positive, results-driven team environment.
• Strong analytical and problem-solving abilities, with a focus on data-driven decision-making.
• Proven ability to manage multiple priorities and projects in a fast-paced environment.

Desired education, technical skills, and/or experience:

• Deep understanding of the technology and services being delivered, with the ability to troubleshoot complex issues.
• Strong skills in process analysis and improvement, with a focus on optimizing service delivery workflows.
• Ability to work effectively across teams, fostering a culture of collaboration and continuous improvement.

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.

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