Remote Service Delivery Manager — IT & MSP Leader

AV Staffing Solutions; United States; Remote; USD 78,000 - 90,000; Full time

Benefits offered by this job

Medical, dental, and vision

401(k) with match

Life and disability insurance

HSA/FSA options

Voluntary benefits

Job summary

AV Staffing Solutions is seeking an experienced Service Delivery Manager for a fully remote, full-time role. You will lead customer success, governance, and service delivery for Managed Services clients, owning relationships, performance, and renewals.

You will coordinate cross-functional teams, drive improvements, and ensure accurate billing. A 10-year IT infra/vendor background and PMP/ITIL certifications are preferred, with ET/CT time zones favored.

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 more recent certification.

Responsibilities

• Serve as the primary operational relationship owner and trusted partner for assigned Managed Services customers.
• Build strong relationships with executive sponsors, business stakeholders, and operational leaders.
• Monitor service performance and SLAs, identify risks, and drive service improvement initiatives.
• Lead Monthly and Quarterly Business Reviews, executive governance meetings, and customer performance discussions.
• Manage major customer escalations, incidents, RCAs, and corrective action plans.
• Coordinate cross-functional teams including Service Desk, NOC, Security Operations, Solution Architects, Professional Services, Sales, and Customer Success.
• Support customer onboarding, service integrations, expansions, and other major initiatives.
• Ensure accurate monthly billing and tracking of time-and-materials activities.
• Support customer retention, renewals, service enhancements, and long-term account growth.

Skills

IT infrastructure

Vendor management

Executive engagements

IT Service Management

Communication

Analytical

Stakeholder management

Customer-facing leadership

Governance

Education

Bachelor's Degree in a related field

Equivalent education and experience considered

Tools

PMP

ITIL V3+

Job description

AV Staffing Solutions is seeking an experienced Service Delivery Manager for a fully remote, full-time role. You will lead customer success, governance, and service delivery for Managed Services clients, owning relationships, performance, and renewals.

You will coordinate cross-functional teams, drive improvements, and ensure accurate billing. A 10-year IT infra/vendor background and PMP/ITIL certifications are preferred, with ET/CT time zones favored.