Service Delivery Manager

The XTIUM global team is composed of diverse and talented professionals united by a commitment to excellence and continuous improvement. We embrace challenges, maintain open communication, and collaborate closely. Taking ownership of our work, we focus on learning and growth while holding ourselves accountable to colleagues and customers. Together, we push boundaries, make meaningful impacts, and inspire one another to reach our full potential.

Key Responsibilities

Strategic Client Management:
Lead and oversee the client experience across a 24/7 operations delivery model for multiple clients. Align ITIL-based service delivery to meet contractual commitments across various technologies, including Route, Switch, Firewall, and Voice. Manage overall client program management, ensuring SLA attainment, effective client communication, reporting, and quality management by leveraging operational data. Lead the Service Delivery Management governance cadence between XTIUM and clients, including regular operations reviews and SLA reporting.

Operational Excellence:
Develop and deliver regular operative ticket and effort reports from ServiceNow on a weekly, bi-weekly, and monthly basis. Schedule, prepare content for, and lead Quarterly Business Reviews, driving and tracking Continual Service Improvement initiatives. Participate in client-facing project reviews to ensure seamless knowledge transfer and proper handoff of project deliverables.

Client Collaboration and Vision Development:
Work closely with clients to develop and refine their IT vision, identify new opportunities for ATSG solutions, and contribute to business cases for emerging technologies. Ensure quality support for all IT infrastructure components, including internal, co-location, and cloud data centers, networks, disaster recovery, and vendor management. Identify continual improvement initiatives tailored to each client to enhance quality, value, and benefits.

Leadership and Innovation:
Provide leadership to ensure XTIUM’s portfolio of services aligns with clients’ business needs and transformation programs. Contribute to the evolution of technical standards, platforms, frameworks, and roadmaps for clients, ensuring clear communication and effective implementation throughout the service lifecycle. Offer input into programs, policies, and procedures aimed at the continuous improvement of XTIUM IT managed services.

Required Qualifications

- Minimum of 6 years of experience in IT and IT technical staff management.
- Proven success in Service Delivery management with a strong focus on client satisfaction.
- Extensive experience in network management, including Route, Switch, Firewall, and Voice technologies.
- Ability to manage resources effectively within a matrix organization to meet and exceed SLAs.
- Demonstrated capability to thrive in fast-paced, dynamic, and transformational environments.
- Exceptional interpersonal and communication skills, both written and oral, with a strong team orientation.
- ITIL Foundation Certification or equivalent ITIL experience is highly desirable.
- Strong knowledge of ITSM tools such as ServiceNow, Cisco technologies, Totango, and program management.
- Comprehensive understanding of desktop, server, application, and network environments.
- Bachelor’s degree from an accredited four-year college or university, or equivalent experience.

This position offers the flexibility of remote work, supporting a balanced and productive work environment. Join XTIUM to be part of a forward-thinking team that values innovation, accountability, and continuous growth.