Service Delivery Manager

3stepIT; Dallas (TX); On-site; USD 100,000 - 150,000; Full time

Benefits offered by this job

Bonus programs

Excellence awards

Development programs

Wellbeing initiatives

Sustainability projects

Team events

Job summary

3stepIT in Dallas, Texas is seeking a Service Delivery Manager for North America to oversee ITAD service delivery, ensure SLA adherence, and deliver high-quality customer service across regions.

You will coordinate asset collection, data erasure, refurbishment, remarketing, and reporting, acting as the main link between customers, operations, logistics partners, and service providers, while driving continuous improvement across accounts and regions.

Qualifications

• 5+ years in service delivery or related operations management.
• Experience in IT services, ITAD, logistics, or tech lifecycle management.
• Experience with cross-functional processes and customer-facing delivery.
• Proven track record in improving performance and customer satisfaction.
• Experience in global or multi-regional environments.

Responsibilities

• Oversee daily service delivery across regions and facilities.
• Monitor SLA performance and implement corrective actions.
• Coordinate asset collection, logistics, processing, data erasure.
• Escalate and resolve service issues promptly.
• Support onboarding of new service or logistics partners.
• Provide insights to grow service expansion within accounts.
• Prepare operational reports and maintain records.

Skills

Customer relationships

English communication

Organizational skills

Cross-functional collab

MS Office

Portals/Systems

ITAD knowledge

Leadership

Problem solving

Team collaboration

Tools

Microsoft 365

Job description

Be part of the team that makes circular technology happen

Service Delivery Manager, North America

Reporting to:

Lifecycle Service Delivery Director

Role and purpose

The Service Delivery Manager is responsible for overseeing the day-to-day execution of global IT Asset Disposition (ITAD) service delivery operations, ensuring high-quality customer service, operational efficiency, and adherence to service-level agreements (SLAs). The role requires strong hands-on ITAD experience and a solid understanding of the secure, compliant, and efficient lifecycle management of IT assets.

Acting as a key link between customers, operations teams, logistics partners, refurbishment and recycling providers, and other service providers, the Service Delivery Manager ensures seamless service delivery across multiple regions. Responsibilities include coordinating asset collection, logistics, processing, data erasure, refurbishment, remarketing, recycling, and reporting in line with customer requirements and contractual commitments.

The Service Delivery Manager supports customer programs, monitors operational performance, manages escalations, and drives continuous improvement initiatives to enhance service quality, efficiency, and customer satisfaction. The ideal candidate is experienced in managing complex service operations and coordinating multiple stakeholders across international teams, with strong leadership, communication, organizational, and problem-solving skills.

Primary responsibilities

Service Delivery Management

• Manage daily service delivery operations across multiple regions and facilities to ensure consistent, high-quality execution.
• Monitor and manage SLA performance, identifying risks and implementing corrective actions where necessary.
• Ensure operational workflows run efficiently and align with customer expectations and contractual commitments.
• Coordinate with operations, logistics, and service partners to ensure timely movement and processing of devices and materials.
• Escalate and resolve operational or customer service issues in a timely and professional manner.

Operational Coordination & Process Improvement

• Oversee work order creation, tracking, and management within internal systems.
• Ensure accurate documentation, reporting, and maintenance of account records and action logs.
• Identify operational bottlenecks and collaborate with teams to improve service delivery processes.
• Drive continuous improvement initiatives to enhance efficiency, quality, and customer experience.
• Support onboarding and coordination of new service or logistics partners where required
• Work with logistics and service partners to arrange timely collection, transport, and delivery of materials and devices, preventing delays and maintaining SLA performance.
• Support efforts to grow service expansion within accounts by providing insights, context, and customer feedback.

Customer & Account Management

• Act as a primary point of contact for service-related customer communications and escalations.
• Support account growth and service expansion opportunities by providing operational insights and customer feedback.
• Participate in customer meetings, service reviews, and operational reporting discussions.

Qualifications and Competencies

Core Competencies

• Strong customer relationship management and communication skills.
• Excellent communication skills in English.
• Excellent organizational skills and attention to detail.
• Ability to work collaboratively across functions and regions.
• Proficiency in Microsoft Suite/Microsoft 365 (Word, Excel, Outlook, PowerPoint).
• Ability to quickly learn and work with customer-specific portals and systems.
• Understanding of ITAD, depot services, logistics coordination, or technology lifecycle management preferred.
• High level of professionalism and customer focus.
• Strong problem-solving abilities and proactive approach.
• Ability to work under pressure and meet deadlines.
• Adaptable and resourceful in dynamic situations.
• Strong leadership and team collaboration skills

Required Experience

• 5+ years of experience in service delivery, customer operations, program coordination, or related operational management roles.
• Experience within IT services, ITAD, technology lifecycle management, logistics, or related industries preferred.
• Experience managing cross-functional operational processes and customer-facing service delivery activities.
• Proven track record for improving operational performance and customer satisfaction.
• Experience working within global or multi-regional environments preferred

Why should you join us

We want you to able to Be Your Best in your job – and we will support you in this. We’re a community that supports each other and works together to get things done. Collaboration is at the heart of how we operate: people and leaders are easy to approach and engaged, and fresh ideas are always welcomed.

Our culture is friendly, forward-thinking, and focused on helping you grow. Here, you’ll have room to develop, contribute to something bigger, and feel recognized for the impact you make every day.

And what´s in it for you?

• Recognition & Rewards – Bonus programs and excellence awards.
• Continuous Learning – Development programs, coaching, and workshops.
• Wellbeing Focus – Flexible culture, health initiatives, and work-life balance.
• Purpose-Driven Work – Opportunities to contribute to sustainability and community projects.
• Fun & Connection – Team challenges, sports activities, and annual events.