Service Delivery Manager

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

📋 Description

• Oversee the delivery process for multiple simultaneous customer engagements, starting from contract signing until go-live and customer approval.

• Serve as the primary delivery contact for customers, collaborating closely with the account manager.

• Define engagement scopes with both customers and internal teams, transforming them into explicit requests for the delivery teams.

• Monitor customer commitments and ensure delivery is confirmed prior to the closure of engagements.

• Facilitate the transition of customers to ongoing account management and support services.

• Take ownership of designated workstreams on larger strategic programs under the guidance of a Senior Service Delivery Manager.

• Represent customer interests internally, prioritize tasks, highlight risks, and escalate avoidable delays as necessary.

• Provide clear and accurate status updates to customers and internal stakeholders.

• Organize and execute cross-functional internal initiatives, coordinating with external partners and vendors as required.

• Enhance and refine delivery methodologies, templates, and standards.

⛳️ Requirements

• 5–8 years of experience in program or project management, with a minimum of 3 years in customer-facing delivery of cloud, data center, hosting, or infrastructure services.

• Proven ability to manage multiple concurrent engagements with diverse customers, scopes, and timelines.

• Technical proficiency in cloud and bare metal infrastructure, including servers, GPUs, networking, storage, and container platforms.

• Capacity to lead through influence with engineering, operations, and sales teams.

• Exceptional organization and follow-through skills, coupled with a calm, solution-oriented demeanor when faced with changes or challenges.

• Strong written and verbal communication skills with both customers and internal teams.

• Familiarity with Smartsheet, Jira, Confluence, and Salesforce, or similar program management, collaboration, and CRM tools.

• Willingness to travel up to 15% to customer sites and data centers.

• Flexibility to work extended hours, including weekends, during significant customer launches and across different time zones.

• Preferred qualifications: PMP, CAPM, or equivalent certification; ITIL Foundation; experience with AI or GPU infrastructure.

• Must reside in the United States.

• Must be legally authorized to work in the United States.

• Must not require sponsorship for an employment visa.

🏝️ Benefits

• Company covers 100% of employee medical, dental, and vision insurance premiums.

• 401(k) plan with a 100% match up to 4%, with immediate vesting.

• Annual Professional Development Reimbursement of $2,500.

• 11 holidays, paid time off accrual, and a rollover plan.

• Increased PTO at the 3-year and 10-year work anniversaries.

• One month of paid sabbatical every five years.

• Annual anniversary bonus.

• $500 stipend for remote office setup in the first year, plus $400 each subsequent year.

• Internet reimbursement up to $75 per month.

• Gym membership reimbursement up to $50 per month.

• Company-paid Wellable subscription.

• Bonus offered.