Service Delivery Manager - Project Management and Professional Services
Department: Managed Services
Employment Type: Full Time
Location: IronOrbit - Remote
Compensation: $90,000 - $115,000 / year
Description
You're looking for a hands-on delivery leader who delights customers, motivates teams, and consistently lands projects on time and on budget.
Service Delivery & Professional Services is a single delivery organization with two sub-groups:
• Project Management (PM): Program/phase-gate governance, schedule & risk management, stakeholder communications, BAU/hypercare transitions.
• Professional Services (PS): Engineers and specialists who execute builds, migrations, upgrades, image governance, and structured operational initiatives.
You will lead both PM and PS, ensuring seamless onboarding for new customers and successful delivery of projects and initiatives for existing customers.
Key Responsibilities
As Service Delivery Manager, you will:
• Own customer onboarding & delivery: Lead end-to-end onboarding for private hosting and remote managed services; set phase gates, dependencies, and communication plans.
• Drive initiatives for existing customers: Deliver server/network upgrades, office moves, storage remediation, and technology refresh programs.
• Lead the people: Direct Project Managers and Professional Services personnel (Systems Engineers, Support Specialists/Engineers/Analysts); set goals, coach performance, and grow careers.
• Raise service quality: Enforce SOPs and QA for ticket lifecycle; reduce repeat incidents and extend reliability across VDI/EUC and infrastructure.
• Standardize documentation: Ensure runbooks/PM templates and customer documentation (network topology, services, security) are complete before build/migration.
• Manage risk & change: Govern image refreshes and production changes; coordinate with Engineering when holds impact schedules; plan phased upgrades for legacy systems.
• Partner cross-functionally: Collaborate closely with Sales, Account Management, Solutions Engineering, and Customer Success to unblock delivery and maintain trust.
• Own the numbers: Build and execute project cost accounting; manage team P&L (forecasting, margin, utilization, accruals); approve vendor invoices.
Skills, Knowledge & Expertise
• Experience: 8-12+ years in IT services; 4-7+ years leading combined Service Delivery/Professional Services/Project Management teams in customer-facing roles.
• Delivery excellence: Proven phase-gate governance, risk/issue management, stakeholder communications, and BAU/hypercare transitions.
• Business acumen: Hands-on ownership of project financials, utilization, margin, budgets, forecasts, and P&L.
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/licensing (e.g., ControlUp)
o Virtualization & OS: VMware and/or Hyper-V; Windows Server upgrades (e.g., 2016 126/2025, ESU)
o Email security: Barracuda or equivalent
o PSA/Project tools: Experience with PSA platforms (e.g., ConnectWise, Autotask) and project tracking/reporting
• Leadership & communication: Clear, confident communicator with the ability to de-escalate issues, align teams, and maintain executive-level reporting.
• On-time, on-budget delivery across onboarding and PS projects
• Documentation completeness prior to build/migration
• Reduced repeat operational incidents through SOP compliance and preventive actions
• Improved customer satisfaction and shortened hypercare periods
• Team utilization and margin targets met; clean invoice/close processes
Job Benefits
• Competitive base salary with annual bonus
• Medical, dental, vision, and other benefits
• Flexible remote work with PST collaboration windows
• Professional development and clear growth pathways
