Service Delivery Manager, North America
Location: Dallas, Texas (remote)
Reporting to: Lifecycle Service Delivery Director
Role and purposeThe Service Delivery Manager is responsible for overseeing the day-to-day execution of global IT Asset Disposition (ITAD) service delivery operations, ensuring high-quality customer service, operational efficiency, and adherence to service-level agreements (SLAs). The role requires strong hands-on ITAD experience and a solid understanding of the secure, compliant, and efficient lifecycle management of IT assets.
Acting as a key link between customers, operations teams, logistics partners, refurbishment and recycling providers, and other service providers, the Service Delivery Manager ensures seamless service delivery across multiple regions. Responsibilities include coordinating asset collection, logistics, processing, data erasure, refurbishment, remarketing, recycling, and reporting in line with customer requirements and contractual commitments.
The Service Delivery Manager supports customer programs, monitors operational performance, manages escalations, and drives continuous improvement initiatives to enhance service quality, efficiency, and customer satisfaction. The ideal candidate is experienced in managing complex service operations and coordinating multiple stakeholders across international teams, with strong leadership, communication, organizational, and problem-solving skills.
Primary responsibilities:Service Delivery Management- Manage daily service delivery operations across multiple regions and facilities to ensure consistent, high-quality execution.
- Monitor and manage SLA performance, identifying risks and implementing corrective actions where necessary.
- Ensure operational workflows run efficiently and align with customer expectations and contractual commitments.
- Coordinate with operations, logistics, and service partners to ensure timely movement and processing of devices and materials.
- Escalate and resolve operational or customer service issues in a timely and professional manner.
Operational Coordination & Process Improvement- Oversee work order creation, tracking, and management within internal systems.
- Ensure accurate documentation, reporting, and maintenance of account records and action logs.
- Identify operational bottlenecks and collaborate with teams to improve service delivery processes.
- Drive continuous improvement initiatives to enhance efficiency, quality, and customer experience.
- Support onboarding and coordination of new service or logistics partners where required
- Work with logistics and service partners to arrange timely collection, transport, and delivery of materials and devices, preventing delays and maintaining SLA performance.
- Support efforts to grow service expansion within accounts by providing insights, context, and customer feedback.
Customer & Account Management- Act as a primary point of contact for service-related customer communications and escalations.
- Support account growth and service expansion opportunities by providing operational insights and customer feedback.
- Participate in customer meetings, service reviews, and operational reporting discussions.
Qualifications and Competencies:Core Competencies- Strong customer relationship management and communication skills.
- Excellent communication skills in English.
- Excellent organizational skills and attention to detail.
- Ability to work collaboratively across functions and regions.
Technical Competencies- Proficiency in Microsoft Suite/Microsoft 365 (Word, Excel, Outlook, PowerPoint).
- Ability to quickly learn and work with customer-specific portals and systems.
- Understanding of ITAD, depot services, logistics coordination, or technology lifecycle management preferred.
Behavioral Competencies- High level of professionalism and customer focus.
- Strong problem-solving abilities and proactive approach.
- Ability to work under pressure and meet deadlines.
- Adaptable and resourceful in dynamic situations.
- Strong leadership and team collaboration skills
Required Experience:- 5+ years of experience in service delivery, customer operations, program coordination, or related operational management roles.
- Experience within IT services, ITAD, technology lifecycle management, logistics, or related industries preferred.
- Experience managing cross-functional operational processes and customer-facing service delivery activities.
- Proven track record for improving operational performance and customer satisfaction.
- Experience working within global or multi-regional environments preferred
Contact details: For further questions, please contact our Hiring Manager, Ann Morris by email at ann.morris(at)3stepit.com. Please note we do not accept applications received via email.
Closing date: We review applications on an ongoing basis and encourage you to apply as soon as possible.
Please, notice that we are unable to provide sponsorship for this role. We look forward to hearing from you!
