Requisition Number: 104832 Service Delivery ManagerData Center Services |
POSITION OVERVIEWInsight is seeking a Service Delivery Manager for Data Center Services to drive delivery excellence, client satisfaction, and operational efficiency across assigned accounts. This role is critical to translating our service promise into consistent, profitable delivery while developing and leading high-performing technical teams spanning onshore and offshore resources. The successful candidate will manage delivery across our comprehensive Data Center Services portfolio including Compute, Hybrid Cloud, Storage, Data Protection, and IT Automation.
DATA CENTER SERVICES PORTFOLIO- Compute - Server infrastructure, virtualization, and compute optimization
- Hybrid Cloud - Multi-cloud orchestration and cloud integration services
- Storage - Data storage solutions, SAN/NAS management, and optimization
- Data Protection - Backup, disaster recovery, and business continuity
- IT Automation - Infrastructure automation, orchestration, and operational efficiency
TEAM LEADERSHIPYou will lead a distributed technical team comprised of onshore and offshore resources, ensuring seamless collaboration, knowledge transfer, and consistent service delivery across all Data Center Services. This includes managing team performance, development, and coordination across multiple time zones and geographies.
KEY RESPONSIBILITIES & PERFORMANCE METRICSAccount ExcellenceOwn delivery quality, client satisfaction, and financial performance across assigned accounts.
- Achieve completion of CSAT/NPS surveys for all key accounts each quarter
- Maintain gross margin erosion below 5% attributable to delivery inefficiencies or missed requirements
- Lead After Action Reviews (AARs) for all critical delivery issues and document improvement actions
Development of PeopleDevelop and retain high-performing technical delivery teams through coaching, accountability, and cross-geographic collaboration.
- Conduct bi-weekly 1-on-1s with all team members tracking KPIs, certification progress, and development goals
- Facilitate at least one Service Delivery Excellence workshop per month across onshore and offshore teams
- Establish and maintain effective communication protocols and knowledge sharing across distributed teams
AdministrativeDemonstrate operational discipline and predictability across service delivery.
- Achieve 100% compliance with time entry, approvals, and forecast accuracy by Friday COB
- Ensure all client documentation and communications are current in the central repository
- Maintain up-to-date SOPs documentation for all active accounts and service areas
Product InnovationTranslate delivery experience into scalable, repeatable service offerings across Data Center Services portfolio.
- Collaborate with COEs and Product Managers to launch standardized service packages
- Automate at least one manual delivery process to reduce operational toil and improve efficiency
- Participate in product roadmap reviews to validate delivery feasibility and resource requirements
Team & Pre-Sales SynergyEnsure all sold solutions are executable, profitable, and aligned with delivery capability across Data Center Services.
- Maintain less than 20% variance between SOW-estimated hours and actual delivery effort
- Partner with Sales as the Service Delivery Authority on high-value Data Center Services opportunities
- Ensure clean handoffs between Sales and Delivery through SOW validation and resource planning
REQUIRED QUALIFICATIONS- 7+ years of service delivery management or professional services experience in Data Center, Infrastructure, or Cloud services
- Proven track record managing P&L and gross margin performance
- Strong leadership skills with demonstrated ability to develop and retain high-performing technical teams
- Experience managing distributed teams across multiple geographies and time zones
- Technical knowledge of Data Center Services (Compute, Storage, Hybrid Cloud, Data Protection, or IT Automation)
- Experience with client satisfaction metrics (CSAT/NPS) and continuous improvement methodologies
- Excellent organizational skills
- Strong communication and stakeholder management abilities
- Proficiency with common business tools and systems (CRM, project management, forecasting)
- Bachelor's degree in Computer Science, Engineering, Business, or related field (or equivalent experience)
PREFERRED QUALIFICATIONS- Experience in IT services, managed services, or technology consulting
- Familiarity performance management frameworks
- Experience with process automation and operational efficiency initiatives
- Background in sales enablement or pre-sales engagement
- Knowledge of virtualization platforms (VMware, Hyper-V) or cloud technologies (AWS, Azure)
- Experience with offshore/onshore team management and global delivery models
Internal teammate application guidelines:- Meet the minimum qualifications and requirements of the position;
- Have completed minimum service time in current role based on department (ranges from 6 months to 2 years) and have current manager approval.
- For Account Executives, must be in role for at least 2 years and be a Level 2
- For Client Fulfillment Center, must be in role for at least 6 months
- Unless noted above, must be in role for at least 12 months
- Not be under a disciplinary evaluation or suspension period;
- Have satisfactory performance in their current position;
- Have their current manager/supervisor recommendation
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Posting Notes: Chander || Arizona (US-AZ) || United States (US) || IT Infrastructure & Support || None || US - Chandler,AZ ||
