[Hiring] Service Delivery Manager @New Era Technology

Role Description

The Service Delivery Manager is responsible for the successful execution and operational delivery of projects and programs assigned to them. This role provides leadership and oversight for a team of Technical Coordination Managers, Coordination Managers, Project Coordinators, and Service Coordinators to ensure consistent execution of project/program processes, customer satisfaction, financial performance, and delivery quality across a portfolio of projects and programs.

The Service Delivery Manager serves as the primary leadership point of contact for assigned customers, internal stakeholders, and delivery teams. The role is responsible for driving operational excellence, managing escalations, supporting resource planning, developing team capabilities, and ensuring projects are delivered in accordance with contractual commitments and organizational standards.

Primary Duties

• Lead and manage a team responsible for project and/or program delivery.
• Provide coaching, mentoring, performance management, and professional development opportunities for assigned team members.
• Maintain accountability for project delivery performance, customer satisfaction, schedule adherence, and financial outcomes across the assigned portfolio.
• Drive consistency in project execution, documentation, communications, and reporting standards.
• Partner with internal stakeholders, vendors, and customer stakeholders to ensure successful project delivery.
• Monitor portfolio health through review of project schedules, risks, issues, dependencies, budgets, and resource utilization.
• Support forecasting, workload balancing, and resource planning activities across the program.
• Identify and mitigate delivery risks while ensuring timely escalation of critical issues.
• Ensure compliance with established project governance, quality standards, contractual requirements, and company policies.
• Develop and implement process improvements to increase efficiency, quality, and customer satisfaction.
• Review project metrics and key performance indicators to identify trends, opportunities, and corrective actions.
• Support continuous improvement initiatives, lessons learned activities, and operational best practices.
• Collaborate with leadership on strategic planning, staffing requirements, and program expansion initiatives.
• Assist with onboarding, training, and development of new employees.

Qualifications

• Strong leadership and people management skills.
• Advanced stakeholder and customer relationship management capabilities.
• Excellent verbal, written, and presentation communication skills.
• Strong organizational and portfolio management abilities.
• Ability to effectively prioritize work across multiple projects, programs, and resources.
• Strong analytical, problem-solving, and decision-making skills.
• Financial management, budgeting, and forecasting experience.
• Risk management and escalation management expertise.
• Ability to lead through change and drive continuous improvement initiatives.
• High attention to detail with strong quality management focus.
• Working knowledge of structured cabling, networking, physical security, and technology deployment projects preferred.

Requirements

• Bachelor's Degree or equivalent work experience.
• Minimum 5 years of experience managing projects, programs, or service delivery operations.
• Minimum 3 years of leadership experience managing project delivery personnel.
• Experience supporting large-scale enterprise customer programs.
• Experience managing project financials, forecasting, budgeting, and resource planning.
• Proficiency with Microsoft 365 applications and project management tools.

Benefits

• Full Benefits
• Medical
• Dental
• Vision
• 401(k) match
• Flexible Time Off (FTO)