Global Service Delivery Manager – Digital Workplace

Milestone Technologies, Inc.; Arizona; On-site; USD 120,000 - 135,000; Full time

Job summary

Milestone Technologies is seeking a Senior Service Delivery Manager to own end-to-end Digital Workplace Services delivery for enterprise accounts. You will lead day-to-day operations across service desk, deskside, AV, asset management, and end-user experience programs, ensuring SLA/XLA commitments are met.

The role requires strong ITIL/ITSM knowledge, P&L oversight, and ability to manage multi-site teams across time zones, with executive-level communication and a track record of delivering

Qualifications

• Minimum 10 years in Service Delivery/Program Management for IT managed services.
• Experience delivering IT services to large enterprise clients.
• Experience managing SLAs and XLAs with scorecards and metrics.
• Knowledge of ITIL/ITSM frameworks.

Responsibilities

• Owns end-to-end service delivery for assigned Digital Workplace Services accounts.
• Leads account governance with weekly/monthly reviews and QBRs.
• Manages account financials: forecasting, margins, invoicing accuracy.
• Builds strong client relationships and identifies growth opportunities.
• Leads distributed delivery teams across geographies/time zones.

Skills

End-to-end delivery

Executive communication

Leadership

Financial acumen

Client relationship

Education

Bachelor's degree

ITIL v4 certification

PMP certification

Tools

ServiceNow

Jira

Zendesk

ITSM reporting

Job description

Milestone Technologies is seeking a Senior Service Delivery Manager to own end-to-end Digital Workplace Services delivery for enterprise accounts. You will lead day-to-day operations across service desk, deskside, AV, asset management, and end-user experience programs, ensuring SLA/XLA commitments are met.

The role requires strong ITIL/ITSM knowledge, P&L oversight, and ability to manage multi-site teams across time zones, with executive-level communication and a track record of delivering