SR LEAD TECHNICAL ACCOUNT MANAGER

The Role

The IT Service Delivery Manager is responsible for ensuring the consistent and high-quality delivery of a broad range of IT services to customers, including infrastructure, applications such as SAP, cloud environments, network solutions, and managed security services. This role oversees daily operations, maintains compliance with service level agreements (SLAs), and builds strong customer relationships by pinpointing service challenges and initiating continuous improvement efforts. Key duties include leading regular service reviews, coordinating cross-functional teams, and developing strategic improvement plans and projects within a 6 to 18-month timeframe.

The Main Responsibilities

• Supervise the delivery and performance of various technology services, including IT infrastructure, SAP and other business applications, cloud platforms, networking solutions, and managed security services.
• Ensure that all customer-facing services consistently fulfill or surpass contractual SLAs.
• Manage daily operational processes such as incident, problem, and change management to ensure seamless service delivery.
• Conduct weekly and monthly service reviews with customers, including the presentation of SLA dashboards, ticket resolution statistics, response times, and root cause analysis (RCA) reports.
• Engage directly with customers to understand operational challenges and areas of concern, document feedback, and identify actionable improvements.
• Develop, propose, and oversee improvement plans and strategic projects that align with both customer needs and organizational objectives, with a focus on initiatives to be implemented within a 6- to 18-month period.
• Collaborate with both internal teams and external vendors to resolve service issues and maintain continuous service availability.
• Maintain thorough documentation of service performance, review outcomes, and ongoing improvement initiatives.

What We Look For in a Candidate

• Bachelor’s degree in Information Technology, Computer Science, or a related discipline; advanced certifications such as ITIL or PMP are preferred.
• At least five years of experience in IT service delivery management, overseeing diverse technology environments.
• Strong understanding of public cloud environments like AWS, Azure.
• Comprehensive understanding of IT infrastructure, enterprise applications (including SAP), cloud technologies, networking, and managed security services.
• Demonstrated success in managing SLA-driven environments and achieving operational excellence.
• Strong analytical abilities to interpret SLA dashboards and performance metrics.
• Excellent communication and presentation skills suitable for both technical and non-technical audiences.
• Proven leadership and team coordination capabilities.
• Customer-focused approach with a proactive attitude toward solving problems and driving continuous improvements.
• Experience in project planning and execution, especially in environments involving multiple stakeholders.

Performance Metrics

• Achievement rates of SLAs across all managed services.
• Ticket resolution and response times that meet established targets.
• Timely and accurate completion of root cause analyses (RCAs).
• Effective identification and implementation of improvement plans and strategic projects.
• Customer satisfaction ratings and feedback collected during service reviews.
• Upsell of services in accounts being managed.

Opportunities for Growth

• Lead and execute upsellable improvement initiatives and strategic projects.
• Drive transformation across technology portfolios and expand the range of service offerings.
• Develop expertise in emerging IT solutions and industry best practices.
• Advance into senior leadership positions within service management or technology operations.

Compensation

What to Expect Next