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Project Management
Service Delivery Manager
@Roboyo
[Hiring] Service Delivery Manager @Roboyo
Mar 26, 2025 - Roboyo is hiring a remote Service Delivery Manager. 💸 Salary: unspecified. 📍Location: USA.
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Role Description
We are seeking an experienced Service Delivery Manager to oversee the operational and commercial success of a portfolio of managed services engagements. This role requires strong management and leadership skills with a focus on meeting service level agreements, ensuring client satisfaction, and adherence to delivery standards and best practices. The ideal candidate will have at least 5 years of experience in the delivery or support and maintenance of low-code applications or intelligent automation solutions.
- Ensure the right working environment and service delivery team are in place to satisfy service level commitments and client expectations for your portfolio of clients.
- Plan and manage resource requirements to meet client’s needs.
- Provide operational transparency and performance visibility to clients and Roboyo leadership.
- Monitor the issue dashboard and prioritize resource allocation to guarantee that service level agreements (SLAs) are consistently met.
- Foster and maintain sustainable relationships with clients.
- Mentor and guide one or more Service Delivery Leads to help them develop successful portfolios.
- Ensure adherence to IT service delivery and management framework.
General Responsibilities:
- Oversee the operational and commercial performance for your portfolio of managed services engagements.
- Consistently meet service level agreements for clients in your portfolio.
- Act as the primary liaison for routine operational matters pertaining to your managed services engagements, and as a support for the Service Delivery Leads.
- Collaborate closely with Service Delivery Managers and Leads located in Roboyo service centers, ensuring regular updates and continuous visibility into portfolio engagements.
- Apply understanding of process automation and/or low code technologies to engage in and contribute to both tactical and strategic conversations with clients and with the service delivery team.
- Serve as the initial escalation point for any issues arising within the managed services engagement portfolios.
- Maintain continuous coverage for all engagements in your portfolio.
- Ensure that all service delivery teams are fully informed about their engagements, encompassing service objectives, coverage requirements, SLAs, and reporting obligations.
- Coordinate and assist with recruitment of managed services team members both locally and internationally to ensure the right candidates fulfill roles required.
- Accountable for the overall quality to the team’s implementation and quality of service objects in client systems across all portfolios to ensure optimal functionality.
- In collaboration with service delivery managers and practice leads to define and implement best practices.
- Identify and present opportunities to leverage existing technology to maximize client’s investment and upsell other opportunities to the client.
- Manage, mentor, and provide career growth guidance to one or more Service Delivery Leads.
Qualifications
- The ideal candidate must be based in the US and authorized to work without visa sponsorship.
- Bachelor’s degree in business, Information Technology, or a related field, or equivalent experience.
- A minimum of 5 years of experience in service delivery management, preferably within a managed services context.
- Comprehensive understanding of service level agreements and the operational best practices needed to ensure they are satisfied.
- Practical experience of service management including such as ITIL, CMMI, etc.
- Proficient in communication, collaboration, escalation management, and problem-solving.
- Demonstrated leadership skills and experience in mentoring and managing teams.
Preferred Qualifications
- Certifications in project management, service delivery, or related areas.
- Experience in leading cross-functional teams in a multinational corporation.
- Demonstrated ability in strategic planning and execution within managed services.
- Advanced skills in client relationship management and negotiation.
Benefits
- Health, Dental & Vision Insurance
- 401k matching
- Unlimited vacation policy
- Monthly cell phone & internet reimbursement
- Employee referral program
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| 📍 | Be aware of the location restriction for this remote position: USA |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
Back to Remote jobs >
Project Management
Project Management
|
Salary
💸
unspecified
|
Remote
Location
USA
|
|
Job Type
unspecified
|
Posted
Mar 26, 2025
|
️
| 📍 | Be aware of the location restriction for this remote position: USA |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
