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IronOrbit · IT - Administration

Service Delivery Manager

United States 90000.00 - 115000.00 USD / Year · Job Posted July 02, 2026
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Job Description

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.

Job Responsibility

  • Own customer onboarding & delivery
  • Drive initiatives for existing customers
  • Lead the people
  • Raise service quality
  • Standardize documentation
  • Manage risk & change
  • Partner cross‑functionally
  • Own the numbers

Requirements

  • 8–12+ years in IT services
  • 4–7+ years leading combined Service Delivery/Professional Services/Project Management teams in customer‑facing roles
  • Proven phase‑gate governance, risk/issue management, stakeholder communications, and BAU/hypercare transitions
  • Hands‑on ownership of project financials, utilization, margin, budgets, forecasts, and P&L
  • Technical fluency with Microsoft 365, Entra ID/AD Connect, VDI/EUC, VMware or Hyper‑V, Windows Server, Barracuda or equivalent, PSA platforms (e.g., ConnectWise, Autotask)
  • Clear, confident communicator with ability to de‑escalate issues, align teams, and maintain executive‑level reporting

What we offer

  • 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
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