Senior Service Delivery Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee the complete lifecycle of projects from initiation and planning through execution, regulation, and closure.

• Ensure adherence to agreed scope, timelines, quality, and budget standards.

• Serve as the primary contact for client expectations.

• Coordinate escalations and provide guidance for project operations across multiple engagements.

• Manage customer expectations throughout the service delivery process.

• Own objectives and guarantee continuous delivery of value to clients.

• Supervise teams to ensure high performance and alignment with project and client goals.

• Promote ongoing improvements in service delivery and operational excellence.

• Orchestrate comprehensive service delivery management while maintaining high-performing teams and ensuring client satisfaction.

• Define priorities, conduct project planning, coordinate across various disciplines and departments, and manage releases.

• Handle major incidents, coordinate resolutions, communicate with stakeholders, and lead post-incident reviews.

• Monitor, control, and support service delivery while ensuring compliance with systems, methodologies, and procedures.

• Advocate for service and support in projects, minimizing service impacts.

• Ensure service quality and performance, including future growth and capacity planning.

• Identify and spearhead continuous improvement initiatives for customer and internal processes.

• Mentor, train, set targets, and manage staff performance effectively.

• Encourage collaboration among technical and non-technical stakeholders to achieve high-quality project objectives.

⛳️ Requirements

• Bachelor’s degree in Computer Science, Software Engineering, Industrial Engineering, or a related field.

• 5+ years of experience in project management.

• Familiarity with the Software Development Life Cycle (SDLC) and application of Agile frameworks.

• Schedule requirements: EST with occasional early-Australia overlap to collaborate with AU-based teams; no permanent overlap needed.

• CSM and/or CSPO Certifications are a plus.

• Master’s degree in Business Administration, Project Management, or Service Management is advantageous.

• Experience in technology services is beneficial.

• ISO 20000 (ITSM) readiness is a plus.

• CAPM/PMP certification is advantageous.

• Strong passion for process improvement.

• Excellent leadership and people management capabilities.

• Strong conflict management abilities.

• Exceptional verbal and written communication skills.

• Willingness to support and mentor junior staff members.

• Excellent customer service and client-facing skills.

• Ability to thrive under pressure and meet deadlines.

• Flexibility to work in shifts and outside regular business hours.

• Strong organizational abilities.

• Capacity to handle confidential and sensitive information.

• Self-discipline and accountability.

• Proficiency in managing and prioritizing tasks and time effectively.

• Initiative and a proactive mindset.

🏝️ Benefits

• Empowering, friendly, fast-paced, and inclusive work environment.

• Open and empathetic culture that promotes team growth.

• Opportunities for learning and development.

• Competitive, unbiased, and fair compensation package.

• Flexible working arrangements.

• Family-friendly policies.

• Freedom to manage your own time.