Service Delivery Lead - Remote with Flexible Schedule

High Point Solutions, Inc.; United States; Hybrid; USD 80,000 - 100,000; Full time

Benefits offered by this job

Medical, dental, 401k

Gym access

Competitive PTO

Flexible remote work (Sparta, NJ and C

Charlotte, NC

Bonus up to $2,500/quarter

Job summary

HighPoint seeks a Service Delivery Manager to oversee managed services delivery, ensuring SLAs and quality standards are met for clients. The role requires coordinating with IT, operations and support teams, and leading cross-functional teams to drive performance and client satisfaction.

The ideal candidate will have 3–5 years in service delivery or IT support, strong project management skills, and ITIL knowledge.

Qualifications

• Bachelor's degree in a related field (IT or business administration)
• 3-5 years of experience in service delivery, project management or IT support
• Strong understanding of service management principles and practices
• Experience managing SLAs and KPIs
• Technical aptitude and ability to learn new technologies
• Excellent verbal and written communication skills
• Excellent customer service skills
• Ability to manage multiple clients plus work independently and as part of a team
• Proficient in Microsoft applications, especially Excel
• Knowledge of Microsoft Power BI
• ITIL Foundation certification a plus
• Experience with service management tools (Autotask, Logic Monitor)

Responsibilities

• Oversee the delivery of services to clients, ensuring SLAs and quality standards
• Coordinate with internal teams to deliver services efficiently
• Monitor and report on service performance and identify improvements
• Handle escalated issues and be the point of contact for complex concerns
• Develop and maintain strong client relationships and provide regular updates
• Lead service delivery teams and collaborate with other departments
• Provide coaching and training to team members
• Track performance metrics and present to senior management
• Identify cost-saving process improvements
• Identify and mitigate delivery risks and ensure compliance

Education

Bachelor's degree in related field (IT or business administration)

ITIL Foundation certification

Tools

Autotask

Logic Monitor

Microsoft Excel

Power BI

Job description

HighPoint seeks a Service Delivery Manager to oversee managed services delivery, ensuring SLAs and quality standards are met for clients. The role requires coordinating with IT, operations and support teams, and leading cross-functional teams to drive performance and client satisfaction.

The ideal candidate will have 3–5 years in service delivery or IT support, strong project management skills, and ITIL knowledge.