Global Service Delivery Manager

Widen the Net | B Corp™; Santa Monica (CA); Hybrid; USD 103,000 - 117,000; Full time

Benefits offered by this job

50% medical insurance

Federal holidays as PTO

Sick leave

Job summary

Widen the Net (WTN) is seeking a Global Service Delivery Manager to design, implement, and lead the MSP delivery framework for a single global enterprise client. You will own end‑to‑end service delivery, governance, reporting, and continuous improvement across multiple time zones.

The role requires hands‑on leadership of distributed teams, strong stakeholder engagement, and the ability to shape how the service operates and evolves in a high visibility environment.

Qualifications

• Proven experience as IT Service Delivery Manager in MSP or enterprise IT.
• Experience designing, implementing, and governing service delivery.
• Ability to lead global, cross‑time‑zone teams and senior stakeholders.

Responsibilities

• Build and lead MSP delivery model for a global Tech Lounge service.
• Direct management of lounge support teams across NA, Europe, APAC.
• Define and manage SLAs, KPIs, CSAT, utilisation, and service health metrics.
• Develop Jira dashboards and operational reporting packs.
• Run weekly operational meetings with client leadership.
• Lead QBRs with performance reviews and improvement plans.
• Identify bottlenecks and drive measurable service improvements.
• Oversee ticket quality, escalation management, and workforce performance.
• Be escalation point for high‑priority incidents and VIP support.

Skills

IT Service Delivery

MSP operations

Global teams

Stakeholder eng

Leadership

Job description

Location: Open to Santa Monica, Palo Alto and New York (4 days on site)

About Us Widen the Net

Widen the Net (WTN) is a certified B-Corp and global Managed Service Provider.

We partner with a world-leading technology client to deliver a global Tech Lounge / End-User IT Support service across North America, Europe, and APAC.

We are now hiring a Global Service Delivery Manager (SDM) to build and lead the MSP delivery model for our client from the ground up.

This role will work exclusively with one global enterprise client, taking ownership of service delivery, operational performance, governance, and continuous improvement across a global support environment.

The Role As Service Delivery Manager, you will design, implement, and lead the global service delivery framework for the Tech Lounge function.

You will act as the operational owner between the client and WTN, with the autonomy and authority to shape how the service operates and evolves.

This is a hands-on senior leadership role combining operational management, stakeholder engagement, reporting, governance, and service improvement across different time zones.

Key Responsibilities

• Build and operate a Managed Service Provider (MSP) delivery model from the ground up for a global Tech Lounge service.
• Direct management Lounge support teams of 33 across North America, Europe, and APAC.
• Define and manage SLAs, KPIs, CSAT, utilisation, and overall service health metrics.
• Develop structured reporting through Jira dashboards and operational reporting packs.
• Run weekly operational and stakeholder meetings with senior client leadership.
• Lead Quarterly Business Reviews (QBRs), including service performance and improvement plans.
• Identify recurring issues, operational bottlenecks, and service inefficiencies, driving measurable improvements.
• Oversee ticket quality, escalation management, and workforce performance.
• Act as the escalation point for high-priority incidents and VIP support issues.

Why This Role Is Different

• Opportunity to build a global MSP delivery model rather than inherit an existing one.
• High visibility with both client and leadership stakeholders.
• Backed by a lean, experienced MSP with strong operational support.
• Genuine ownership and influence over how the service is designed and delivered.

What We're Looking For

• Proven experience as a IT Service Delivery Manager, Service Manager, or similar operational leadership role within an MSP, technology platform, or enterprise IT environment.
• Strong understanding of IT support operations, end-user services, or Tech Lounge-style environments.
• Experience managing distributed global teams and engaging with senior stakeholders.
• Structured, commercially aware, and calm under pressure.
• Confident working in a fast-paced onsite environment.
• Background within IT support, IT infrastructure, IT system engineering or end-user services is a plus

Initially 12 months full time W2 employer contract and will extend yearly afterwards. Offer $75 to $85 per hour depending on experience plus 50% medical insurance, federal public holiday as PTOs and sick leave. Monday to Friday, standard PST time zone working hours (different hours may apply from time to time due to the nature of this role), 4 days on site.