Delivery Manager (Fully Remote)

Software Mind; United States; Remote; USD 120,000 - 180,000; Full time

Benefits offered by this job

Language classes

Knowledge-sharing initiatives

Private healthcare

Life insurance

Multisport card

Job summary

Software Mind in the United States is seeking a Delivery/Service Manager to keep managed services running under strict SLAs. You will monitor performance, resolve incidents, and report results to clients while leading cross-functional teams.

Flexible, remote collaboration with international projects is available, with a focus on continuous improvement and stakeholder coaching. You will shape resource planning, capacity, and team dynamics to ensure service excellence across cloud and on-prem

Qualifications

• 5+ years in delivery, service, or project management with contractual SLAs.
• Hands-on experience with SLA monitoring, incident handling, and escalation management in live operational services.
• Practical knowledge of cloud and on-prem infrastructure, and leading technical teams at different seniority levels.

Responsibilities

• Monitor SLA adherence, drive incident and problem resolution per ITIL practices, and report service performance to clients.
• Identify risks early, find optimization areas, and manage client stakeholders and team culture through coaching and mentoring.
• Plan team composition, resource allocation, and capacity across the services.

Skills

Delivery management

SLA monitoring

Incident handling

Cloud/on-prem

Leadership

Tools

ITIL

Job description

• Keep managed services running at a high level under strict SLAs for clients across cloud, on-prem infrastructure, applications, and service desk.
• Act as the central escalation point, take part in transitions of new services into operations, and optimize imperfect environments.

Role – how you’ll contribute:

• Monitor SLA adherence, drive incident and problem resolution per ITIL practices, and report service performance to clients.
• Identify risks early, find optimization areas, and manage client stakeholders and team culture through coaching and mentoring.
• Plan team composition, resource allocation, and capacity across the services.

Qualifications Expectations – the experience you need:

• 5+ years in delivery, service, or project management roles with contractual SLAs.
• Hands-on experience with SLA monitoring, incident handling, and escalation management in live operational services.
• Practical knowledge of cloud and on-prem infrastructure, and leading technical teams at different seniority levels.

Additional Information:

• Flexible and remote cooperation options with international projects and global clients.
• Benefits include access to language classes, knowledge-sharing initiatives, private healthcare, life insurance, and multisport card.

Software Mind

Software Mind develops solutions that make an impact for companies around the globe, working with tech giants and unicorns. They embrace a culture of openness, respect, grit, and enjoyment, building cross-functional engineering teams that take ownership.