About the Service Delivery Manager Role at Robert Half

Robert Half is thrilled to partner with a leading managed services provider to hire a Senior Service Delivery Manager in Appleton, Wisconsin. This pivotal direct hire position offers remote flexibility for candidates across the United States, with up to 20% travel to client sites. As the accountable owner for operational success, you'll bridge clients and internal teams, ensuring top-tier IT service delivery, client satisfaction, and continuous improvement. With a competitive salary around $150,000, this role is perfect for seasoned IT professionals passionate about managed services, SLAs, and building lasting client relationships. Join Robert Half's network of elite talent and drive excellence in IT service management.

Why This Role Stands Out in Managed IT Services

In the fast-paced world of managed IT services, the Service Delivery Manager is the linchpin for success. You'll manage service performance, handle escalations, and foster strong client partnerships. Success metrics include reliable delivery, reduced risks, and innovations in people, processes, and technology. This isn't just a job—it's a career-defining opportunity to lead in Appleton, WI, or remotely nationwide. No sponsorship or C2C available; we're seeking U.S.-based experts ready to travel as needed.

Key Responsibilities

The Service Delivery Manager owns end-to-end service outcomes. Here's what you'll do daily:

• Oversee day-to-day and strategic service delivery for multiple clients, ensuring alignment with contracts, SLAs, and KPIs.
• Monitor key metrics like ticket volumes, backlogs, resolution times, SLA compliance, incident trends, and root causes.
• Orchestrate cross-functional teams—including service desk, NOC, SOC, engineering, and projects—to deliver commitments.
• Proactively spot risks and implement mitigation strategies to prevent client disruptions.
• Act as the go-to client contact, leading QBRs/EBRs on performance, escalations, risks, and optimization roadmaps.
• Manage expectations with transparent communication during high-impact incidents.
• Lead major incident responses, post-incident reviews, and corrective actions to minimize repeats.
• Mentor staff, enforce best practices, and contribute to staffing and coverage planning.
• Facilitate new client onboarding and smooth transitions from legacy providers.
• Champion continuous improvement in processes, tools, and operating models with leadership.

Required Qualifications

To excel as our Service Delivery Manager, bring these credentials:

• 10+ years in IT service delivery, managed services, or account management.
• Proven track record managing SLAs, KPIs, and client portfolios.
• Expertise in ITIL, incident/escalation management, and performance analytics.
• Strong leadership in cross-team coordination and high-stakes escalations.
• Exceptional communication for QBRs, client updates, and technical briefings.
• Analytical mindset for root cause analysis and trend forecasting.
• Comfort with 20% travel; remote U.S. candidates encouraged.
• Degree in IT, Business, or equivalent experience; certifications like ITIL v4 a plus.

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Why Join Us at Robert Half?

Robert Half offers unmatched stability and growth in the staffing world. This direct hire role provides a $150,000 salary, remote flexibility, and full benefits including health coverage, 401(k), PTO, and training. Work with top-tier clients in managed IT services, advance your career in Appleton, Wisconsin, or nationwide. Be part of a team driving innovation and client success. Apply now for this high-impact Service Delivery Manager position and elevate your IT career with Robert Half!