Role Summary
The Principal Service Delivery Manager (PSDM) serves as the primary technology and service delivery leader for hosted clients. Acting as a trusted advisor, this role owns customer relationships, service delivery performance, operational governance, SLA/KPI reporting, issue resolution, financial performance, and continuous improvement initiatives. The position ensures clients receive exceptional service while aligning internal teams to meet contractual and business objectives.
Key Responsibilities
- Serve as the main point of contact for technology and hosting service delivery clients.
- Manage executive-level client communications, status meetings, and performance reviews.
- Oversee SLA and KPI reporting, ensuring contractual obligations are met.
- Own escalation management and drive resolution of all client hosting and operational issues.
- Coordinate cross-functional teams, vendors, and business partners to ensure successful service delivery.
- Monitor system and service performance, identify risks proactively, and implement corrective actions.
- Manage hosting profitability and drive operational efficiency improvements.
- Lead change management, project readiness, infrastructure optimization, security initiatives, and best-practice adoption.
- Analyze operational data and present findings to client stakeholders and leadership.
Required Skills
Technical & Business
- Strong IT infrastructure and technology understanding.
- Ability to understand contracts, budgets, and service delivery commitments.
- Experience with performance monitoring, incident management, and service improvement.
Leadership & Client Management
- Executive stakeholder management.
- Client relationship management and strategic advisory skills.
- Cross-functional team leadership and collaboration.
- Strong communication and presentation skills.
Personal Attributes
- Proactive and highly accountable.
- Strong analytical and problem-solving abilities.
- Comfortable working in high-pressure, complex client environments.
Preferred Qualifications
Education
- Bachelor's degree in Computer Science, Business Administration, or related field preferred.
Experience
- 10+ years of relevant experience in service delivery, technology account management, IT operations, managed services, or client success.
- Previous experience operating at an expert or senior leadership level preferred.
Certifications
- Azure Fundamentals (AZ-900) preferred.
