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Client Service Delivery Manager Jobs in Ohio (NOW HIRING)

Capgemini

Service Delivery Manager (SDM)

Cincinnati, OH · On-site +1

$103K - $242K/yr

Act as the single point of contact for ADM service governance, client engagement, and stakeholder ... Delivery or Delivery Manager roles. * Strong hands-on experience managing PLM and/or MES ADM/AMS ...

Tenarai

Service Delivery Project Manager

New Albany, OH · On-site

The SDM acts as the primary interface between Tenarai leadership and Client management. Key Responsibilities Strategic & Governance * Own end-to-end service delivery across the MSP teams and regions ...

Staffingine LLC

Oracle Delivery Manager

Hilliard, OH · On-site

$85/hr

Oversee Application Management Services including L1L2L3 support incidentproblemchange management ... Client Location - Hilliard, Oh * Work Mode - Hybrid - 3 days Client Office * Client - LTM

Apply Early

Ohio State University

Client Service Specialist

Columbus, OH · On-site

$16 - $21/hr

... for IT service delivery and client case management, overseeing the intake, tracking, and resolution of cases, incidents, and service requests to ensure timely and high-quality support. OSC ...

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All JobsClient Service Delivery Manager JobsClient Service Delivery Manager Jobs in Ohio

Client Service Delivery Manager information

See Ohio salary details

$27.6K

$89.3K

$152.6K

How much do client service delivery manager jobs pay per year?

As of Jul 1, 2026, the average yearly pay for client service delivery manager in Ohio is $89,308.00, according to ZipRecruiter salary data. Most workers in this role earn between $55,100.00 and $121,700.00 per year, depending on experience, location, and employer.

What are the key skills and qualifications needed to thrive as a Client Service Delivery Manager, and why are they important?

To thrive as a Client Service Delivery Manager, you need strong project management abilities, service delivery expertise, and a background in business administration or a related field. Familiarity with IT Service Management (ITSM) frameworks like ITIL, customer relationship management (CRM) systems, and relevant certifications (such as ITIL or PMP) are commonly required. Exceptional communication, problem-solving, and leadership skills help build client trust and effectively manage teams. These skills ensure seamless service delivery, high client satisfaction, and the successful achievement of organizational goals.

What is the difference between Client Service Delivery Manager vs Customer Support Specialist?

AspectClient Service Delivery ManagerCustomer Support Specialist
CredentialsRelevant experience, certifications in project management or client relationsCustomer service training, basic technical knowledge
Work EnvironmentClient-facing, project coordination, team managementHelp desk, call center, online support
Employer & IndustryConsulting firms, IT, finance, telecomRetail, tech companies, service providers
Search & Comparison IntentUnderstanding roles in client management and deliveryCustomer support functions and troubleshooting

The Client Service Delivery Manager focuses on managing client relationships, overseeing project delivery, and ensuring client satisfaction. In contrast, a Customer Support Specialist primarily handles direct customer inquiries, troubleshooting, and support issues. While both roles involve client interaction, the manager role is more strategic and managerial, whereas the support specialist role is more operational and technical.

What is a Client Service Delivery Manager?

A Client Service Delivery Manager is responsible for overseeing the delivery of services to clients, ensuring that service quality meets agreed standards and client expectations. They coordinate with internal teams, manage client relationships, handle escalations, and work to continuously improve service processes. Their goal is to ensure client satisfaction, resolve issues efficiently, and maintain long-term business relationships. This role is common in industries such as IT, consulting, and business process outsourcing.

How does a Client Service Delivery Manager typically collaborate with internal teams to ensure client satisfaction?

A Client Service Delivery Manager works closely with internal teams such as operations, sales, IT, and customer support to deliver seamless service to clients. This involves regularly communicating client expectations, coordinating project timelines, and resolving any service issues promptly. By acting as a liaison between the client and various departments, the manager ensures that deliverables meet quality standards and are aligned with client objectives. Strong collaboration skills and the ability to manage cross-functional teams are key for success in this role.
What cities in Ohio are hiring for Client Service Delivery Manager jobs? Cities in Ohio with the most Client Service Delivery Manager job openings:
Client Service Delivery Manager jobs near you
Client Experience and Service Delivery Manager

Client Experience and Service Delivery Manager

Accellis Technology Group

Cleveland, OH • On-site

$75K - $90K/yr

Full-time

Medical, Dental, Vision, Life, Retirement, PTO

Posted 5 days ago

Job description

The Client Experience & Service Delivery Manager owns the quality, consistency, and reliability of Accellis service delivery across both Service Desk and Dedicated IT clients. This role ensures tickets and client requests move efficiently, SLAs are met, client communication is clear, and client satisfaction remains high.

This role prioritizes the experience of each end user and works to build the overall relationship Accellis has with its clients.

Core Responsibilities

Service Delivery Oversight

  • Own day‐to‐day service delivery across:
    • Service Desk technicians
    • Dedicated IT technicians supporting client environments onsite or remotely
  • Ensure tickets are:
    • Properly prioritized and categorized
    • Actively progressing each business day and resolving as quickly as possible
    • Resolved within SLA commitments
    • Assigned to the right engineer for fastest resolution
  • Monitor ticket queues, aging, and workload distribution
  • Intervene on stalled, aging, or high‐risk tickets
  • Ensure VIP ticket handling procedures are followed
  • Authority to reprioritize tickets
  • Authority to pull engineers into escalations
  • Authority to enforce service standards

Client Experience & Dedicated IT Engagement

  • Own client satisfaction outcomes (CSAT) across all service models
  • Actively engage Dedicated IT clients, including:
    • Periodic check‐ins with key contacts
    • Outreach on service concerns, escalations, or negative CSAT
    • Reinforcing expectations and confidence in service delivery
  • Ensure clients understand ticket status, next steps, and timelines
  • Serve as the escalation owner for service delivery issues

KPIs & Performance Management

  • Own and review service KPIs, including:
    • SLA performance
    • Ticket aging and backlog
    • CSAT trends
  • Use KPI data to identify service risks and improvement opportunities
  • Lead service board and performance review discussions

Automation & Ticket Reduction

  • Partner with the Technical Platform Manager to:
    • Identify high‐volume or repeatable ticket patterns
    • Recommend automation and process improvements
  • Track service improvements and ticket reduction resulting from automation

Operational Leadership

  • Provide operational oversight for Service Desk and Dedicated IT technicians
  • Facilitate service and team review meetings
  • Review time sheets and PTO requests

Measures of Success

  • Maximize client retention and prioritize the experience of working with Accellis
  • SLA targets consistently met or exceeded
  • Positive CSAT trends across both Service Desk and Dedicated IT clients
  • Reduced ticket aging and backlog
  • High confidence and satisfaction from Dedicated IT clients
  • Measurable ticket reduction through automation and improved workflows
  • Reduced service escalations

Requirements for the role

Experience

  • 2+ years in an MSP leadership role, such as Service Desk Lead, Service Delivery Manager, or Technical Account Manager, with accountability for outcomes (SLA, CSAT, backlog)
  • Proven experience managing ticket queues, SLAs, escalations, and cross-team workflow in a high-volume environment


Client & Communication Skills

  • Demonstrated ability to own client relationships during escalations, communicate clearly under pressure, and rebuild client confidence after service issues
  • Comfortable presenting service performance and trends (KPIs, CSAT, ticket aging) to internal leadership and, when appropriate, to clients.

Operational & Analytical Skills

  • Strong working knowledge of PSA / ticketing tools (ConnectWise, Autotask, Halo, etc.) and service desk metrics
  • Ability to analyze trends and drive continuous improvement through process changes, automation, or workflow redesign (not just report on problems)

Education / Certifications (Preferred, not required)

  • ITIL Foundation or equivalent service management training preferred but not required
  • Bachelor’s degree or equivalent professional experience

Company Description

Our mission at Accellis Technology Group is to have a positive lasting impact on our people, our clients, and our community. We strive to Deliver Transformative Technology and Exceptional Experiences through a Disciplined Commitment to Well Aligned People, Partners, Technology, and Clients We look to reward those individuals that join us with a fun and hard-working environment that delivers the professional, personal, and yes – financial – returns we are all seeking.
Accellis Technology Group provides outsourced IT services to businesses with 10 to 400 employees. Our clients often hire us because they have outgrown their current IT provider and are looking for an organization with solid processes, dependable systems, a focus on strategy and an even more solid staff behind them. We've been in business since 2001 and are recognized as one of the largest MSPs in Ohio. With robust partnerships, excellent leadership, and a fantastic culture, Accellis Technology Group is unstoppable. Come and be a part of it.