Job Description
Job Description
We are excited to announce that we are expanding our team and adding a new Service Delivery Manager based in Tulsa, OK.
Company Culture
At Centre, our diverse workforce drives innovation and success. We foster a collaborative environment where consultants work together to deliver tailored IT solutions that meet our clients’ unique business needs.
Benefits
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Hybrid work options, paid time off, and holidays
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Comprehensive medical, dental, and vision coverage
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401(k) with employer match
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Professional growth opportunities in a stable, team-oriented environment
Position: Service Delivery Manager
The Service Delivery Manager ensures exceptional service quality for our managed services clients. This role leads a team of consultants, establishes best practices, and drives continuous improvement in service delivery. You’ll help define team skills, processes, and tools, ensuring efficiency and client satisfaction. As a key member of the management team, you’ll contribute to business planning and collaboration.
Key Responsibilities
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Ensure quality, security, and compliance for all clients
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Manage work distribution and ensure timely resolution to customer issues
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Identify trends in reactive support and help drive automation and process efficiencies
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Drive proactive client management and SLA adherence
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Handle ticket escalation and critical issue resolution
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Maintain documentation and compliance standards
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Drive, manage and report on monthly and quarterly Service Desk KPIs
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Manage deployment, maintenance, and upgrades of systems and tools including servers, workstations, operating systems, hardware, software and peripherals
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Support onboarding for new clients
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Support team development and career growth
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Participate in recruitment and selection of new team members
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Review and approve time/expense entries
Qualifications
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Bachelor’s degree required
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5+ years of hands-on leadership experience
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Strong proficiency in Microsoft Office Suite
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Expertise in:
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Windows OS, Windows Server
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Microsoft administration tools (AD, DHCP, DNS, Group Policy)
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Microsoft Exchange, Citrix technologies
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Backup/DR strategies and system upgrades
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Network infrastructure and protocols (TCP/IP, DNS, DHCP)
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Enterprise hardware (Cisco, Dell, HP)
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