Service Delivery Manager Full-Time/ Remote

About This Opportunity

Our talent team is representing a confidential managed services organization seeking a Service Delivery Manager to lead customer success and operational excellence for their client portfolio. This is a remote, full-time position with preference for candidates in Eastern or Central Time Zones.

As the primary relationship owner for assigned accounts, you'll bridge technical operations and executive stakeholders, ensuring service performance, managing escalations, and driving continuous improvement initiatives that maximize client value.

Responsibilities

• Own operational relationships and serve as trusted partner for assigned managed services customers
• Build executive-level relationships with sponsors, business stakeholders, and operational leaders
• Monitor SLA performance, identify service risks, and lead improvement initiatives
• Facilitate Monthly and Quarterly Business Reviews and executive governance meetings
• Manage major escalations, incidents, Root Cause Analyses, and corrective action planning
• Coordinate cross-functional teams including Service Desk, NOC, Security Operations, Solution Architects, Professional Services, Sales, and Customer Success
• Support customer onboarding, service integrations, expansions, and strategic initiatives
• Ensure accurate billing and time-and-materials tracking
• Drive retention, renewals, service enhancements, and long-term account growth

What We're Looking For

• 10+ years of experience in IT infrastructure management and/or vendor management
• 3+ years in customer-facing leadership roles responsible for strategic relationships and service outcomes
• Proven track record leading executive-level engagements, governance programs, escalations, and service improvement
• Strong understanding of Managed Services operations and IT Service Management principles
• Ability to translate technical and operational information into business-focused recommendations
• Excellent communication, analytical, problem-solving, and stakeholder management skills
• Bachelor's degree in a related field (or equivalent experience)
• PMP and ITIL V3 (or more recent) certifications required
• Eastern or Central Time Zone location preferred

How We Work With You

When you apply through Get A Job.ai, one of our recruiters will screen your qualifications and experience. If there's a strong match, we'll submit your profile to our client for consideration. Please do not contact the client directly—we manage all communication and coordination throughout the interview process.

Pay

Pay via Get A Job.ai: $77,517 - $90,000 annually, plus performance bonus. Our client also offers comprehensive medical, dental, and vision insurance; 401(k) with 100% employer match up to 4%; employer-paid life and disability coverage; HSA/FSA options; and additional voluntary benefits.

Get A Job.ai is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees and applicants.