Principal Service Delivery Manager
Summary
The Principal Service Delivery Manager oversees technology client relationships, managing hosting operations, SLAs, and profit margins. They act as the primary escalation point and coordinate internal workstreams to ensure successful service delivery and performance reporting.
- Manages our technology client relationship including daily communications, weekly status meetings, and monthly KPI/SLA reporting to executives
• Owns all client hosting issues and ensures they are satisfactorily resolved
• Delivers regular program status updates and performance reporting
• Owns all collaboration to ensure internal groups and business partners are delivering successfully
• Technology escalation point for our clients
• Manages our hosting profit margin and continuously strives to maximize
• Manages client delivery expectations
- Manages environmental change control for client awareness and acceptance
• Manages numerous internal workstreams for our clients (decommissions, right-sizing, security, best practices)
• Executes performance monitoring tools and reporting for proactive issue identification and resolution