Service Delivery Manager

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

📋 Description

• Lead and oversee a team dedicated to the delivery of projects and/or programs

• Provide coaching, mentoring, performance management, and opportunities for professional growth for team members

• Maintain accountability for the performance of project delivery, customer satisfaction, adherence to schedules, and financial results across the assigned portfolio

• Foster consistency in project execution, documentation, communication, and reporting standards

• Collaborate with internal stakeholders, vendors, and customer representatives to ensure successful project delivery

• Monitor portfolio health by reviewing project schedules, risks, issues, dependencies, budgets, and resource utilization

• Support forecasting, workload balancing, and resource planning activities throughout the program

• Identify and mitigate delivery risks while ensuring the timely escalation of critical issues

• Ensure adherence to established project governance, quality standards, contractual obligations, and company policies

• Develop and implement process enhancements to improve efficiency, quality, and customer satisfaction

• Analyze project metrics and key performance indicators to identify trends, opportunities, and corrective measures

• Support continuous improvement initiatives, lessons learned sessions, and operational best practices

• Collaborate with leadership on strategic planning, staffing needs, and program expansion initiatives

• Assist in the onboarding, training, and development of new employees

• Act as the primary leadership point of contact for designated customers, internal stakeholders, and delivery teams

• Ensure projects are executed in accordance with contractual commitments and organizational standards

⛳️ Requirements

• Bachelor's Degree or equivalent professional experience

• At least 5 years of experience in managing projects, programs, or service delivery operations

• A minimum of 3 years of leadership experience overseeing project delivery personnel

• Experience in supporting large-scale enterprise customer programs

• Proficient in managing project financials, forecasting, budgeting, and resource planning

• Skilled in using Microsoft 365 applications and project management tools

• Strong leadership and people management capabilities

• Advanced skills in stakeholder and customer relationship management

• Excellent verbal, written, and presentation communication abilities

• Strong organizational and portfolio management skills

• Ability to effectively prioritize tasks across multiple projects, programs, and resources

• Strong analytical, problem-solving, and decision-making skills

• Experience in financial management, budgeting, and forecasting

• Proficient in risk management and escalation handling

• Ability to lead through change and promote continuous improvement initiatives

• High attention to detail with a strong focus on quality management

• Working knowledge of structured cabling, networking, physical security, and technology deployment projects is preferred

• Proficiency in English

• Ability to perform essential functions with or without reasonable accommodation

• Competence in using computers and office equipment, effective communication, and reading/viewing computer screens and printed materials

🏝️ Benefits

• Comprehensive benefits package

• Medical coverage

• Dental insurance

• Vision benefits

• 401(k) matching

• Flexible Time Off (FTO)

• Ongoing training opportunities

• Personal and professional development prospects

• Travel expectations of up to 20%