Service Delivery Manager

Job Title: Service Delivery Manager

Company: New Era Technology (www.neweratech.com)
Employment Type: Permanent (India Payroll)
Work Mode: Remote

---

About New Era Technology

New Era Technology is a global technology solutions provider helping businesses transform with innovative IT, cloud, collaboration, and managed services. With a presence across multiple geographies, we deliver excellence through technology and people, empowering our clients to focus on their core business while we manage the complexity of IT.

---

Role Overview

We are seeking a highly skilled Service Delivery Manager (SDM) to lead our Managed Services delivery function. The SDM will be responsible for driving customer satisfaction, ensuring seamless service delivery, managing SLAs, and providing leadership to the Managed Services Support team. This role will play a critical part in aligning our service operations with business strategy, enhancing client experience, and ensuring profitability.

---

Key Responsibilities

• Drive the implementation of the Managed Services strategy and vision, ensuring alignment with business objectives.

• Oversee and monitor Service Level Agreements (SLAs), ensuring consistent, high-quality delivery to clients.

• Act as the primary escalation point for service issues, ensuring swift resolution and customer satisfaction.

• Lead and mentor the Managed Services Support team, fostering a culture of excellence, ownership, and continuous improvement.

• Collaborate with cross-functional teams (Operations, Sales, and Account Management) to strengthen service offerings and support new business opportunities.

• Monitor service delivery KPIs, prepare regular client health/status reports, and drive corrective actions where required.

• Ensure adherence to Service Management processes, SOPs, and best practices.

• Track account profitability by monitoring labor, overheads, and contract performance.

• Work with Sales and Account teams to refine Managed Services offerings and support the success of new accounts.

• Contribute to hiring, onboarding, and performance management of technical team members.

• Prepare and present monthly Availability & Service Reports to clients and internal leadership.

• Support pricing of new client requests and contribute to continuous process optimization.

---

Qualifications & Experience

• 3–5 years of experience in a Service Delivery Management or equivalent client-facing role.

• Strong background with a Managed Services Provider (MSP) or Cloud Services Provider (CSP).

• Proven experience in managing SLAs, escalations, and client relationships.

• Hands-on experience with ConnectWise PSA (preferred).

• Broad technical knowledge across IT infrastructure, cloud, and managed services ecosystems.

---

Skills & Attributes

• Strong analytical, problem-solving, and decision-making skills.

• Excellent interpersonal, communication, and presentation abilities.

• Professional, diplomatic, and customer-focused approach.

• Ability to thrive in a fast-paced, multi-tasking environment.

• Forward-thinking, energetic, and adaptable to change.

---

Why Join Us?

• Be part of a global technology leader with a strong reputation for innovation.

• Opportunity to work with diverse clients and technologies.

• Collaborative, growth-driven, and flexible remote work culture.

• A chance to lead and shape the future of our Managed Services practice.

---

📩 Interested candidates, please share your updated resume at:
[email protected]