Service Delivery Manager – Project Management, Professional Services

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

📋 Description

• Take charge of customer onboarding and delivery: Oversee the complete onboarding process for private hosting and remote managed services; establish phase gates, dependencies, and communication strategies.

• Enhance initiatives for current customers: Implement server/network upgrades, facilitate office relocations, manage storage remediation, and execute technology refresh projects.

• Lead the team: Supervise Project Managers and Professional Services staff (Systems Engineers, Support Specialists/Engineers/Analysts); set objectives, mentor performance, and foster career development.

• Improve service quality: Enforce standard operating procedures (SOPs) and quality assurance (QA) for ticket management; minimize recurring incidents and enhance reliability across VDI/EUC and infrastructure.

• Standardize documentation: Ensure that runbooks, project management templates, and customer documentation (including network topology, services, and security) are finalized prior to any build or migration.

• Manage risk and change: Oversee image refreshes and production modifications; collaborate with Engineering when holds affect timelines; plan phased upgrades for outdated systems.

• Collaborate cross-functionally: Work closely with Sales, Account Management, Solutions Engineering, and Customer Success to facilitate delivery and maintain trust.

• Take ownership of financials: Develop and implement project cost accounting; manage the team’s profit and loss (P&L) including forecasting, margins, utilization, and accruals; authorize vendor invoices.

⛳️ Requirements

• Experience: 8–12+ years in IT services; 4–7+ years leading integrated Service Delivery, Professional Services, or Project Management teams in customer-facing roles.

• Delivery excellence: Demonstrated phase-gate governance, risk and issue management, stakeholder communication, and transitions between business-as-usual (BAU) and hypercare.

• Business acumen: Direct involvement with project financials, utilization, margins, budgets, forecasts, and profit and loss (P&L) management.

• Technical fluency (preferred):

• o Microsoft 365 (Exchange Online migrations, Teams enablement, security baselines)

• o Identity/Directory: Entra ID/AD Connect, hybrid identity, SSO

• o VDI/EUC: Windows 11 desktop pools, FSLogix containers, image governance; monitoring and licensing (e.g., ControlUp)

• o Virtualization & OS: VMware and/or Hyper-V; upgrades for Windows Server (e.g., 2016 → 2022/2025, ESU)

• o Email security: Barracuda or similar solutions

• o PSA/Project tools: Familiarity with PSA platforms (e.g., ConnectWise, Autotask) and project tracking/reporting tools

• Leadership & communication: Effective and confident communicator capable of de-escalating issues, aligning teams, and maintaining executive-level reporting.

🏝️ Benefits

• Competitive base salary with annual bonus

• Medical, dental, vision, and other benefits

• Flexible remote work with collaboration windows aligned to Pacific Standard Time (PST)

• Opportunities for professional development and well-defined growth pathways