Company Overview:
Arctiq is a leading IT services provider specializing in managed services and digital transformation solutions.We are seeking an experienced Service Delivery Manager (SDM) to lead and manage Citrix managed services within our MSP framework. The SDM will serve as the primary point of contact between our delivery team and the client, ensuring seamless operations, adherence to KPIs and SLAs, and exceptional service quality.Position Overview:The SDM will be responsible for ensuring smooth service delivery, managing stakeholder expectations, and maintaining service levels. In addition, this role requires experience in IT service management [ITSM] and service delivery [ITSD] methodologies.
Experience with project management methodologies and tools is also essential. This role requires a strong ability to be a leader, to drive customer satisfaction while effectively handling technical and operational challenges.Responsibilities:
- Serve as the main point of contact for clients, ensuring consistent communication and satisfaction while aligning services with business goals. Oversee the end-to-end delivery of program initiatives within a client's account.
- Manage service delivery to meet contract terms, including defining, establishing, and improving delivery processes and best practices.
- Optimize and monitor KPIs and SLAs, driving continuous improvement in service delivery.
- Oversee and own all financial aspects of this operation, including timesheet preparation and approvals, monthly billing, and forecasting. Ensure accurate allocation of team hours to the appropriate projects or operational activities.
- Lead and direct cross-functional delivery teams to ensure smooth execution and timely delivery, collaborating closely with Citrix SME
- Oversee and manage Citrix-related projects within the MSP scope, ensuring timely and successful delivery.
- Handle escalations and challenging personalities with professionalism and tact.
- Drive or participate in critical incident resolution, problem management, and change management processes.
- Conduct regular service reviews, reporting on performance metrics, and improvement plans.
- Drive ITIL best practices across incident, problem, and change management processes.
- Identify and drive opportunities for improvement in service quality and efficiency.
- Present weekly status updates to internal leadership.
- Deliver monthly status reports to customer leadership.
- Conduct Quarterly Business Reviews (QBRs) with customer leadership.
Required Qualifications:
- ITIL Foundation certification (Intermediate or Expert preferred).
- Proven experience in service delivery management within an MSP environment.
- Strong understanding of Citrix technologies (Citrix Virtual Apps and Desktops, Citrix Cloud, etc.).
- Excellent stakeholder management and communication skills.
- Ability to manage complex situations and personalities effectively.
- Strong organizational and leadership skills with experience managing technical teams.
- Must be willing to work PST hours.
Preferred Qualifications:
- Hands-on experience with Citrix administration or engineering.
- Familiarity with project management methodologies (Agile, PMP, etc.).
- Experience in performance reporting and data-driven decision-making.
- Experience with BMC Remedy is preferred.
Soft Skills:
- Exceptional problem-solving and conflict resolution abilities.
- Ability to thrive in a fast-paced, client-focused environment.
- Strong interpersonal skills and a collaborative mindset.
- Demonstrates the ability to assertively manage scope by addressing out-of-scope requests with professionalism and clarity.
Arctiq is an equal opportunity employer. If you need any accommodations or adjustments throughout the interview process and beyond, please let us know. We celebrate our inclusive work environment and welcome members of all backgrounds and perspectives to apply.We thank you for your interest in joining the Arctiq team! While we welcome all applicants, only those who are selected for an interview will be contacted.
