Service Delivery Lead

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

📋 Description

• Serve as a technical escalation point of contact for designated customers, building long-lasting strategic partnerships.

• Comprehend the client’s business objectives and technical landscape to proactively recommend and align IT solutions with their requirements.

• Consistently assess system health reports, performance indicators, processes, and KPIs to deliver insights and strategic advice.

• Work in conjunction with internal support and engineering teams to guarantee prompt resolution of issues and smooth service delivery.

• Clearly convey complex technical issues and solutions to both technical and non-technical stakeholders.

• Detect patterns in incidents and outages, suggest enhancements, and drive long-term operational excellence.

• Assist with event, incident, problem, and change management initiatives utilizing ITIL best practices.

• Facilitate root cause analysis and ensure timely follow-ups with clients for significant or recurring issues.

• Provide monthly reports to highlight KPIs and metrics.

• Analyze data trends and offer recommendations.

⛳️ Requirements

• Proven experience in managing and administering Windows Server environments.

• Extensive knowledge of network device configuration and administration of Cisco routers and switches.

• Familiarity with cloud solutions on Microsoft Azure and AWS platforms, including hybrid environments.

• Prior experience with virtualization technologies, such as VMWare.

• Demonstrated success in a Technical Account Manager or customer-facing engineering position.

• Ability to interpret system metrics and convert them into meaningful, business-aligned actions.

• Exceptional communication and interpersonal skills; adept at bridging the gap between business needs and technical solutions.

• Strong capabilities in presentation and documentation.

• Highly self-motivated, organized, and comfortable working independently as well as collaboratively.

• Proficient hands-on skills in network, server, monitoring, and ticket management, with the ability to troubleshoot and resolve issues when additional resources are required.

• Experience with ITIL frameworks and promoting the adoption of best practices for incident, problem, and change management.

• Ability to identify gaps, recommend enhancements, and lead continuous improvement initiatives.

• Strong communication and interpersonal skills to engage with Blue Mantis and customer stakeholders, articulate value, and manage expectations.

• Available to cover critical events, including weekends, with the capability to coordinate with remote teams and provide leadership.

• Skilled in delivering operational reports, ticket analysis, and recommendations for service enhancement.

🏝️ Benefits

• Comprehensive benefits package including health, dental, and vision insurance.

• Opportunities for professional development and advancement.

• Flexible work arrangements to support work-life balance.

• Engaging work environment with a focus on collaboration and innovation.