Remote Service Delivery Manager: Executive Partnerships

Embedded Shishya; United States; Remote; USD 78,000 - 90,000; Full time

Benefits offered by this job

Medical, dental & vision insurance

401(k) with employer match up to 4%

Life/ disability insurance

HSA/FSA options

Voluntary benefits

Job summary

Embedded Shishya is seeking an experienced Service Delivery Manager to lead customer success and service delivery for Managed Services clients. You will own customer relationships, governance, escalations, and service performance while driving value realization.

The role is remote with preference for candidates in the ET/CT zones. Requires 10+ years in IT infrastructure or vendor management and 3+ years in a leadership capacity, plus PMP/ITIL certifications.

Qualifications

• 10+ years of experience in IT infrastructure management and/or vendor management.
• 3+ years in a customer-facing leadership role responsible for strategic relationships and service outcomes.
• Experience leading executive-level customer engagements, governance programs, escalations, and service improvement initiatives.
• Strong understanding of Managed Services operations and IT Service Management principles.
• Strong communication, analytical, problem-solving, and stakeholder management skills.
• Bachelor's Degree in a related field; equivalent education and relevant experience may be considered.
• PMP and ITIL V3 or newer certifications are preferred.

Responsibilities

• Serve as the primary operational relationship owner for assigned Managed Services customers.
• Build relationships with executive sponsors and operational leaders.
• Monitor service performance, SLAs, risks, and improvement initiatives.
• Lead Monthly and Quarterly Business Reviews and governance meetings.
• Manage major escalations, RCAs, and corrective action plans.
• Coordinate cross-functional teams across Service Desk, NOC, Security Operations, and more.
• Support onboarding, service integrations, expansions, and major initiatives.
• Ensure accurate monthly billing and tracking of time-and-materials activities.
• Support retention, renewals, and long-term account growth.

Skills

IT infrastructure management

Vendor management

Customer-facing leadership

Executive engagements

IT Service Management (ITSM)

Communication

Problem solving

Stakeholder management

Education

Bachelor's Degree in a related field

PMP Certification

ITIL V3 or newer Certification

Job description

Embedded Shishya is seeking an experienced Service Delivery Manager to lead customer success and service delivery for Managed Services clients. You will own customer relationships, governance, escalations, and service performance while driving value realization.

The role is remote with preference for candidates in the ET/CT zones. Requires 10+ years in IT infrastructure or vendor management and 3+ years in a leadership capacity, plus PMP/ITIL certifications.