Sr. Service Delivery Manager

Chicago, Illinois |$50-60 | Job ID: 98832

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Job Description

LaSalle Network is currently partnering with a client in the higher education domain that is seeking a Senior Service Delivery Manager professional to join their team. This position is based in Chicago and the person will be expected to be onsite but will be offered some remote flexibility. This is a contract-to-hire opportunity.


Senior Service Delivery Manager Responsibilities:

  • The candidate should be an engineer at their core but be eager to manage people and clients successfully; minimal troubleshooting and hands on engineering
  • Manage the day-to-day operations of Service Delivery Team
  • Ensure KPI and reporting metrics are attained
  • Ensure the highest level of customer satisfaction and high customer retention
  • Meet SLA contractual requirements to the client
  • Manage escalations requested by customers and work with CSMs to determine effective strategy
  • Work with Project Management team in coordinating the intake of new clients and the offboarding of clients
  • Meet regularly with CSM and sales team to discuss MS customer needs and activities
  • Serve as tertiary escalation point for administrative questions or alert handling after business hours
  • Work closely with the VP Service Delivery as a team to execute on change management, as we move to a new service maturity level
  • Collaborate with VPSD and make suggestions around policy and process enhancements that will bring the department ever closer to best in class while working to retain existing talent where possible
  • Ingest information from Service Leadership website to better understand Best In Class MSP delivery systems and how they may apply at the progressive stages of development
  • Participate in team meetings and activities; create a sense of camaraderie within the team
  • Other duties as assigned


Senior Service Delivery Manager Requirements:

  • 5 years of experience providing IT support service, preferably including both triage and troubleshooting expertise
  • Strong communication and organizational skills are required
  • Strong problem-solving skills
  • Excellent customer service skills and ability to manage customer expectations
  • Ability to multitask and independently prioritize tasks
  • Strong leadership skills and comfort leading and coordinating engineers
  • Ability to recognize and differentiate between skillsets and technologies to engage the correct resources
  • Team-oriented, helpful attitude; willingness to teach and learn from others
  • Excellent change management skills; a strong focus on attention to detail and excellence of delivery
  • Ability to follow documented procedures


If you have the experience listed above, possess a great attitude and are looking for a long-term opportunity with a stable and established employer, this is the role for you! If you are interested in learning more, please apply today!


Thank you,


Josh Novekoff

Senior Project Manager – Technology Services

LaSalle Network


Keywords and Related Terms: help desk , IT support , Active Directory , mobile device management , Windows , PC #LI-STTS

LaSalle Network is an Equal Opportunity Employer m/f/d/v.

LaSalle Network is the leading provider of professional staffing and recruiting services. LaSalle has worked with more than 10,000 companies, ranging from Fortune 500s to start ups. With units specializing in accounting and finance, administrative, marketing, executive search, technology, supply chain, healthcare revenue cycle, call center, and human resources, LaSalle serves companies of all sizes and across all industries.