Service Delivery Manager

DMI is a leading provider of digital services and technology solutions, headquartered in Tysons Corner, VA. With a focus on end-to-end managed IT services, including managed mobility, cloud, cybersecurity, network operations, and application development, DMI supports public sector agencies and commercial enterprises around the globe. Recognized as a Top Workplace, DMI is committed to delivering secure, efcient, and cost-effective solutions that drive measurable results. Learn more at www.dminc.com

DMI is seeking an experienced and driven Service Delivery Manager to lead and scale the delivery of managed mobility services across our customer base. This role is not focused on sales, it is focused on owning the customer relationship, managing service performance, and leading a team of Service Delivery Specialists (SDSs) who oversee customer accounts.

The Service Delivery Manager will be responsible for developing and implementing a standardized customer governance framework, building long-term client relationships, ensuring contract compliance, and driving exceptional service delivery performance. This role is vital to the success and longevity of our customer partnerships.

DMI is a leading provider of managed mobility and IT services for enterprise and public sector clients. As Service Delivery Manager, you will play a pivotal role in shaping how we support, retain, and grow our customer base. Your leadership will drive delivery excellence, elevate customer experience, and help our clients succeed long-term, one relationship at a time.

Duties and Responsibilities:

Team Leadership & Customer Engagement

Lead, mentor, and develop a team of Service Delivery Specialists to deliver outstanding service experiences to DMI's managed mobility customers.
• Build and enforce a formal service delivery process and governance framework across all customer accounts.
• Ensure consistent execution of weekly check-ins, monthly reviews, quarterly business reviews (QBRs), and annual executive reviews with customers.
• Serve as the point of escalation for complex service issues, ensuring rapid resolution and communication to stakeholders.

Customer Experience & Relationship Management

• Establish a customer-first culture focused on proactive engagement, empathy, and long-term relationship building.
• Drive customer satisfaction through strategic account planning, SLA management, and employee-level engagement across the client base.
• Monitor account health across all contracts, flagging risks, and implementing corrective actions as needed.

Operational Governance & Delivery Oversight

• Develop and manage governance documentation, SOPs, communication templates, and onboarding frameworks for customer-facing activities.
• Track and enforce contractual SLA compliance, including incident response times, device lifecycle milestones, and service fulfillment.
• Manage internal handoffs between platform, contact center, depot, and engineering teams to ensure seamless service execution.

Data & Reporting

• Build and maintain customer reporting frameworks for SLA performance, incident trends, customer sentiment, and operational KPIs.
• Deliver consistent reporting to internal and external stakeholders with actionable insights and recommendations.
• Use reporting to identify gaps in delivery, process inefficiencies, and opportunities for service optimization.

Education and Years of Experience:

• 5+ years of experience in service delivery, client services, or customer success roles within a managed services or IT support environment.
• 2+ years of people management or team leadership experience.

Required and Desired Skills/Certifications:

• Proven ability to manage enterprise accounts, run governance meetings, and engage with both business and technical stakeholders.
• Strong understanding of SLAs, ticketing systems (ServiceNow, Zendesk, etc.), and IT service processes.
• Excellent communication, documentation, and relationship-building skills.
• Track record of building scalable customer success or delivery processes and governance structures

Additional Requirements:

• Experience in Managed Mobility Services, Telecom Expense Management, or Device Lifecycle Services.
• Experience with public sector or government clients is a plus.
• Familiarity with ITIL, ISO, or other service management frameworks.
• Ability to analyze reports and translate metrics into customer strategy.

Additional Requirements: Successful completion of a Fingerprint background investigation.

Min Citizenship Status Required: Must be a U.S. Citizen

Physical Requirements: No Physical requirement needed for this position.

Location: Cincinnati, OH (but open to remote)

#LI-EK1

DMI is a diverse, prosperous, and rewarding place to work. Our culture is shaped by five core values that guide how we work, grow, and succeed together:

• Do What's Right - We lead with honesty and integrity.
• Own the Outcome - We take responsibility and deliver.
• Deliver for Our Customers - We are relentless about delivering value.
• Think Bold, Act Smart - We innovate with purpose.
• Win Together - We collaborate and celebrate our success.

These values aren't just ideals-they show up in how we support every part of your well-being:

• Convenience/Concierge - Virtual health visits, commuter perks, pet insurance, and entertainment discounts that make life easier.
• Development - Annual performance reviews, tuition assistance, and internal career growth opportunities to help you thrive.
• Financial - Generous 401(k) matches, life and disability insurance, and financial wellness tools to support your future.
• Recognition - Annual awards, service anniversaries, referral bonuses, and peer-to-peer shoutouts that spotlight your achievements.
• Wellness - Healthcare coverage, wellness programs, flu shots, and biometric screenings to support your health.

DMI values employees for their talents and contributions, and we take pride in helping our customers achieve their goals. Because when we live our values, we all win together.

***************** No Agencies Please *****************

Applicants selected may be subject to a government security investigation and must meet eligibility requirements for access to classified information. US citizenship may be required for some positions.