For more than 40 years, Calian has been solving the world’s most complex problems by pairing the brightest minds with powerful technology. Calian solutions impact the world; from the satellites in space that connect us to the farms that feed us, from the medical professionals who care for us to the governments, schools, and companies that make the world better every day.

Position Overview

The Service Delivery Manager plays a pivotal role in ensuring the successful delivery of IT services to our customers, This position is responsible for managing service operations, coordinating with cross-functional teams, and maintaining strong client relationships. Expertise in IT service management and the ability to drive operational efficiency will contribute to Calian’s continued success.

Responsibilities

  • Oversee the end-to-end delivery of IT services, ensuring adherence to service level agreements (SLAs) and client expectations.
  • Monitor service performance, identify areas for improvement, and implement corrective actions to optimize service delivery processes. 
  • Conduct regular service reviews with customers to address concerns, gather feedback, and foster strong relationships.
  • Collaborate with internal teams, including operations, technical support, and project management, to ensure seamless service delivery.
  • Coordinate and delegate tasks to achieve timely and efficient service implementation.
  • Foster a collaborative work environment, promoting knowledge sharing and continuous learning among team members.
  • Act as the primary point of contact for customers, establishing and maintaining positive relationships based on trust and transparency.
  • Understand customer business objectives, identify opportunities for additional services, and work with the sales team to drive account growth.
  • Proactively address customer concerns, resolve issues, and manage escalations to ensure client satisfaction and retention.
  • Continuously assess service delivery processes, identifying areas for improvement, and implementing best practices.
  • Define and monitor key performance indicators (KPIs) to measure service effectiveness and operational efficiency.
  • Conduct regular quality assurance audits to ensure compliance with established standards and deliverables.
  • Prepare and present regular performance reports to clients and internal stakeholders, highlighting key achievements, challenges, and opportunities.
  • Maintain accurate documentation of service delivery processes, client interactions, and operational procedures.
  • Perform other duties as required and assigned.
  • Employee must be able to perform essential functions of the job with or without reasonable accommodation

Qualifications

  • Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent work experience).
  • 5+ years experience in a similar role, preferably within a managed services IT company.
  • Experience managing and leading large teams • Strong understanding of IT service management frameworks, such as ITIL.
  • Strong engineering and networking skills with the ability to converse with clients at a deep technical level.
  • Excellent project management skills with the ability to manage multiple priorities and meet deadlines.
  • Exceptional interpersonal and communication skills, both written and verbal.
  • Demonstrated ability to build and maintain strong client relationships.
  • Analytical mindset with the ability to solve problems and make data-driven decisions.
  • Proficiency in using relevant software and tools for service delivery and reporting.


Attendance/Schedule

This is a full-time position.

Travel

Travel is primarily local during the business day, although some out-of-the-area and overnight travel may be expected.

EEO Statement

Calian Corp. is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation, or any other characteristic protected by law.


Job Title: Service Delivery Manager

Location 1: Houston, TX

Remote: No

Business Unit: IT & Cyber Solutions

Department: Information Systems & Information Technology

Job Type: Full-Time

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