Senior Service Delivery Manager

This is a fully remote position, open to applicants in New Jersey.

📋 Description

• Foster strong engagement with customer leadership (C-Suite, SVP, VP, Director) and partner stakeholders to define clear business objectives and service expectations.

• Manage comprehensive service delivery across various customers, collaborating with internal stakeholders and delivery teams.

• Track account and portfolio cost factors to ensure alignment of costs and operating margins with budget, forecasts, and contractual commitments.

• Ensure that services adhere to contract stipulations, policies, standards, SLAs, security mandates, and governance protocols.

• Develop and uphold service management processes and governance that support contractual responsibilities and consistent service delivery.

• Identify and implement enhancements to improve effectiveness, efficiency, quality, customer satisfaction, and operational performance.

• Directly lead, supervise, and assess subordinate technical personnel.

⛳️ Requirements

• A bachelor's degree in business, information technology, service management, or a related discipline is preferred; equivalent education or experience may be accepted.

• A minimum of 8+ years of experience in Service Delivery, Service Management, or Operations in a customer-facing position.

• Proficient understanding of ITIL/service management principles, SLAs, KPIs, ITSM, RCA, and continuous improvement methodologies.

• Proven capability to manage priorities across multiple clients and competing service demands.

• Exceptional analytical, organizational, communication, and stakeholder management abilities.

• Experience with ServiceNow or similar IT service management tools is preferred.

• Proficient in Microsoft Office applications, especially Excel, PowerPoint, and Word.

• Ability to work efficiently across distributed teams and thrive in a dynamic, continuously evolving environment.

• No sponsorship for U.S. work authorization will be provided for any new job applicants.

🏝️ Benefits

• Affordable Medical Insurance

• Dental Insurance

• Vision Insurance

• Life Insurance

• Disability Insurance

• Matching 401(k) plan

• Paid time off (holiday, vacation, and sick leave)

• Employee Assistance Program

• Reward and Recognition Programs