OneNeck IT Solutions

Service Delivery Manager I

Job Locations US-WI-Madison | US-IA-Des Moines | US-MN-Eden Prairie
OneNeck IT Solutions


Want to be part of a customer focused, high performance, high integrity team of technology professionals?  At OneNeck IT Solutions we deliver world class IT solutions 365/24/7.  We’re in search of dynamic individuals who are passionate about technology and providing best-in-class customer service.  Our managed services engagements allow our employees to have access to a variety of technologies and environments, broadening your skillset while preparing you for future growth. 


NOTE: we can fill this role at our physical office locations: Madison, WI; Des Moines, IA and Eden Prairie, MN



The Service Delivery Manager I is an entry level role responsible for managing the overall and ongoing service delivery for assigned accounts.  Our portfolio includes customers with similar services and where customers are leveraging a subset of OneNeck IT Solutions foundational services (Co-location, Cloud, Managed Services, etc.).  This role works under close and frequent guidance and mentorship of the Manager-Service Delivery. 



Communicate and manage externally (with customer):

  • Existing service delivery problems, including customer complaints
  • Past performance, including service reviews, PIRs, and RCAs
  • Work in progress, including incidents, service requests, changes, and problems
  • Service descriptions and alignment of service delivery
  • Compliance and audit participation
  • Billings, including SLA penalties
  • Overall customer status and satisfaction


Communicate and manage internally:

  • Existing service delivery problems, including customer complaints
  • Work in progress, including incidents, service requests, changes, and problems
  • Overall customer status and satisfaction


Maintain and improve:

  • Configuration information, including CMBD information
  • Customer runbooks
  • Escalation and customer contact information
  • Letters of Authorization from third-party suppliers and maintenance contracts
  • Overall customer business and technical overview


Manage ITIL Change Management:

  • For all OneNeck performed changes
  • Awareness, understanding, and integration of customer changes with OneNeck performed change activity and schedule
  • Initiate and manage all OneNeck Problem Management activities


Identify, participate and as necessary escalate:

  • Opportunities for service delivery improvements, including process, procedure, and technical architecture
  • Customer concerns
  • SLA breaches
  • Recurring service delivery issues or systems performance issues
  • Customer-specific risks (risk reports)


Required Qualifications

  • Bachelor’s Degree (or higher) -OR- 4+ years professional work experience.
  • 2+ years direct customer service or project management experience; including at least 1+ years of basic IT experience.
  • Availability to consult, assist and/or perform after-hours support


Other Qualifications

  • ITIL V3 experience or certification.
  • Technical knowledge of data center infrastructure, colocation, server, network and managed services offerings.
  • Excellent verbal and written communication skills.
  • Formal IT and business centric presentation skills for multiple levels of management.
  • Demonstrated ability to work with multiple large customer accounts at the same time.
  • Ability to travel within territory and to company and customer locations as needed.
  • Ability to establish customer trust and confidence.
  • If the needs of the business dictate, perform tasks outside normally scheduled business hours.


#OneNeck IT Solutions LLC offers hybrid IT solutions including cloud and hosting solutions, managed services, ERP application management, professional services, IT hardware and top-tier data centers in Arizona, Colorado, Iowa, Minnesota, Oregon and Wisconsin. OneNeck's team of technology professionals manage secure, world-class, hybrid IT infrastructures and applications for hundreds of businesses around the globe.  Visit to learn more.


Employment at OneNeck is subject to post-offer, pre-employment drug testing.  




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