Job Description
About Centroid
Centroid helps organizations modernize, operate, and support mission-critical business systems across Oracle and multi-cloud environments. We provide advisory, deployment, migration, integration, and managed services, with a focus on strong client service, dependable delivery, and career growth for our employees.
Travel: up to 10%
Position Summary
Centroid is seeking a Service Delivery Manager (SDM) to lead assigned Cloud Managed Services accounts. This role is responsible for client satisfaction, service quality, account health, financial performance, and responsible growth. The SDM serves as the primary service management contact for clients and works closely with technical teams, leadership, and internal stakeholders to keep delivery aligned with scope, service commitments, and client expectations.
This is a client-facing delivery leadership role, not a hands-on technical administration role. The ideal candidate is organized, accountable, comfortable working through matrixed global teams, and able to manage priorities, risks, escalations, and follow-through in a fast-paced managed services environment.
What We’re Looking For
Success in this role requires more than experience. We are looking for candidates who can share real examples that demonstrate the following traits:
- Flexibility: Adapts quickly when priorities, client needs, or delivery constraints change.
- Process-driven and organized: Uses structure, follow-up routines, and clear communication to keep work moving.
- Intrinsically motivated: Takes initiative, follows through, and looks for ways to improve outcomes.
- Interested in learning and growing: Is coachable, curious, and open to learning Centroid’s way of working.
- Accountable: Owns commitments, raises risks early, and closes the loop with clients and internal teams.
Key Responsibilities
Client Leadership and Account Health
- Lead the overall health of assigned Cloud Managed Services accounts, including client satisfaction, retention, service quality, profitability, and responsible growth.
- Run the regular client and internal cadence, including monthly reviews, QBRs, risk reviews, decision tracking, and follow-up actions.
- Communicate performance, risks, recommendations, and improvement opportunities clearly to client and Centroid leadership.
Service Delivery and Governance
- Oversee service delivery across assigned accounts, technologies, and global teams while staying within SOWs, SLAs, procedures, and Centroid standards.
- Set up practical account governance, including meeting cadence, reporting, escalation paths, roles, responsibilities, and decision processes.
- Coordinate with technical, service desk, security, consulting, vendor, and leadership teams to keep work moving and handoffs clear.
Service Operations, Transitions, and Escalations
- Lead coordination and client communication during incidents, escalations, outages, maintenance windows, production changes, and other high-priority situations.
- Keep ownership clear, drive the communication rhythm, confirm recovery, and make sure RCA and corrective actions are completed.
- Support transitions into Cloud Managed Services by confirming scope, SLAs, resources, access, documentation, knowledge transfer, monitoring, ticket routing, and readiness.
Financial Management
- Manage account financial health, including budget, revenue, margin, utilization, forecasting, billing readiness, and financial risk.
- Watch demand and scope, identify out-of-scope work early, and support change orders, renewals, profitability improvements, and account planning.
Resource Leadership
- Lead onshore and offshore delivery teams supporting 24x7 operations while partnering with technical managers who own direct people management.
- Plan for capacity, identify coverage or skill gaps, coordinate assignments, improve handoffs, and coach teams on communication, documentation, escalation, and follow-through.
Security, Compliance, and Operational Risk
- Ensure assigned accounts follow Centroid’s security, privacy, access-management, audit, data-handling, and compliance requirements.
- Track evidence and follow-up for access approvals, onboarding, offboarding, controls, audit requests, security findings, patching needs, and other risks.
Reporting, Continuous Improvement, and Growth
- Provide clear reporting on SLAs, ticket trends, incidents, changes, availability, risks, projects, utilization, financials, and improvement actions.
- Use service data to spot recurring issues, process gaps, automation opportunities, and practical service improvements.
- Partner with Sales, Consulting, solution architects, and leadership on renewals, proposals, service expansion, and opportunities that create client value.
Additional Expectations
This is a remote position with limited travel. The SDM must be able to support client escalations, global team coordination, maintenance windows, and time-sensitive issues across time zones.
Required Qualifications
- Bachelor’s degree or equivalent combination of education and relevant experience.
- 10+ years of enterprise IT or technology services experience, including 3 to 5 years leading service delivery, client accounts, operations, projects, or matrixed teams.
- Experience managing multiple client accounts, SLA-based services, ITSM processes, governance, escalations, financials, utilization, scope, reporting, and continuous improvement.
- Ability to build trusted relationships with executive stakeholders and manage customer-facing service-delivery work.
- Strong communication, facilitation, negotiation, conflict-resolution, organization, and prioritization skills.
- Ability to turn complex technical and operational information into clear business communication and action plans.
Preferred Qualifications
- ITIL Foundation or higher; PMP, Certified ScrumMaster, or another service or project management credential is helpful.
- Experience with a Managed Services Provider supporting 24x7 enterprise operations and Oracle application, database, integration, infrastructure, or engineered-system services.
- Working knowledge of OCI, Azure, AWS, Google Cloud, hybrid environments, monitoring, patching, backup and recovery, disaster recovery, security, and identity and access management.
- Familiarity with HaloPSA, ServiceNow, Jira Service Management, OpenAir, or similar platforms, plus experience with executive reviews, renewals, and service-growth opportunities.
Why Join Centroid
At Centroid, you will work with experienced teams, support meaningful client outcomes, and grow your career in a collaborative Cloud Managed Services environment. This role offers the opportunity to lead important client relationships, strengthen delivery practices, and make a visible impact across clients and internal teams.
Job Tags
Full time, Remote work