Service Delivery Manager

Progressive; Houston (TX); Hybrid; USD 90,000 - 130,000; Full time

Job summary

Specialist Staffing Group is seeking a Service Delivery Manager to lead delivery, governance, and operational excellence across client accounts. You will partner with customers, Sales, Customer Success, and PMO to drive performance, manage relationships, mitigate risk, and ensure commitments are met.

Ideal candidates have managed services or professional services experience, with opportunities to scale the service delivery function, establish governance, and mentor future managers as the

Qualifications

• 5+ years of experience in Service Delivery, Consulting Services, Managed Services, PMO, Program Management, Client Success, or related disciplines.
• Proven experience managing customer-facing relationships and executive stakeholders.
• Experience conducting service reviews, operational reviews, and governance meetings.
• Strong understanding of SLA management, KPI reporting, risk management, and issue resolution.
• Demonstrated ability to coordinate cross-functional teams and drive accountability.
• Excellent communication, relationship management, and presentation skills.
• Strong analytical and problem-solving abilities.

Responsibilities

• Serve as the primary point of contact for service delivery across assigned customer accounts.
• Lead recurring client governance meetings, business reviews, and executive-level stakeholder communications.
• Ensure delivery teams meet contractual obligations, service-level agreements (SLAs), KPIs, and customer expectations.
• Monitor service performance, create reporting dashboards, and provide actionable insights to both customers and leadership.
• Identify delivery risks, escalations, and operational challenges while driving timely resolution.
• Partner with Sales, Customer Success, Operations, and PMO teams to ensure successful customer outcomes.
• Manage service governance processes including account reviews, issue management, change management, and continuous improvement initiatives.
• Track project and operational performance metrics to ensure quality, efficiency, and profitability.
• Support resource planning, capacity forecasting, and delivery coordination across customer engagements.
• Develop and maintain strong client relationships focused on long‑term retention and growth.

Skills

Client relationships

SLA management

KPI reporting

Risk management

Cross-functional leadership

Executive stakeholder communication

Program management

Governance

Operational excellence

Job description

We are seeking a Service Delivery Manager to serve as the primary leader responsible for ensuring successful delivery, governance, and operational excellence across multiple client accounts. This individual will partner closely with customers, Sales, Customer Success, and PMO teams to drive service performance, manage client relationships, mitigate risk, and ensure contractual commitments are consistently achieved.

This role is ideal for a professional with experience in managed services, consulting services, professional services, service delivery operations, or client-facing program management environments.

For candidates with broader leadership experience, there is an opportunity to help build and scale our Service Delivery function, establish best practices, develop governance frameworks, and mentor future Service Delivery Managers as the organization grows.

What You’ll Do

Service Delivery Manager

Location: Houston, TX (Hybrid)

About the Role

We are seeking a Service Delivery Manager to serve as the primary leader responsible for ensuring successful delivery, governance, and operational excellence across multiple client accounts. This individual will partner closely with customers, Sales, Customer Success, and PMO teams to drive service performance, manage client relationships, mitigate risk, and ensure contractual commitments are consistently achieved.

This role is ideal for a professional with experience in managed services, consulting services, professional services, service delivery operations, or client-facing program management environments.

For candidates with broader leadership experience, there is an opportunity to help build and scale our Service Delivery function, establish best practices, develop governance frameworks, and mentor future Service Delivery Managers as the organization grows.

What You’ll Do

• Serve as the primary point of contact for service delivery across assigned customer accounts.
• Lead recurring client governance meetings, business reviews, and executive-level stakeholder communications.
• Ensure delivery teams meet contractual obligations, service-level agreements (SLAs), KPIs, and customer expectations.
• Monitor service performance, create reporting dashboards, and provide actionable insights to both customers and leadership.
• Identify delivery risks, escalations, and operational challenges while driving timely resolution.
• Partner with Sales, Customer Success, Operations, and PMO teams to ensure successful customer outcomes.
• Manage service governance processes including account reviews, issue management, change management, and continuous improvement initiatives.
• Track project and operational performance metrics to ensure quality, efficiency, and profitability.
• Support resource planning, capacity forecasting, and delivery coordination across customer engagements.
• Develop and maintain strong client relationships focused on long‑term retention and growth.

Additional Responsibilities (Senior‑Level Candidates)

• Build and mature the Service Delivery function, processes, and governance framework.
• Establish best practices, playbooks, reporting standards, and service management methodologies.
• Mentor and develop future Service Delivery Managers.
• Support organizational growth initiatives and operational scaling strategies.
• Partner with executive leadership on service delivery strategy and customer experience improvements.

What We’re Looking For

Required Qualifications

• 5+ years of experience in Service Delivery, Consulting Services, Managed Services, PMO, Program Management, Client Success, or related disciplines.
• Proven experience managing customer‑facing relationships and executive stakeholders.
• Experience conducting service reviews, operational reviews, and governance meetings.
• Strong understanding of SLA management, KPI reporting, risk management, and issue resolution.
• Demonstrated ability to coordinate cross‑functional teams and drive accountability.
• Excellent communication, relationship management, and presentation skills.
• Strong analytical and problem‑solving abilities.

Preferred Qualifications

• Experience within consulting services, professional services, staffing solutions, MSP environments, or technology services.
• Background managing large client portfolios, customer programs, or managed service engagements.
• Experience owning P&L, revenue portfolios, or operational performance metrics.
• Knowledge of PMO best practices, project governance, and service management methodologies.
• Experience building teams, processes, or service delivery organizations.
• PMP, ITIL, Scrum Master, or related certifications are a plus.

Why Join Us?

This is an opportunity to step into a highly visible client‑facing role while helping shape the future of our service delivery organization. You'll work closely with leadership, influence operational strategy, build lasting client relationships, and play a key role in scaling a growing business.

EOE Statement: Specialist Staffing Group is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

In addition to base pay, direct‑hire employees may be eligible for client offered benefits such as medical, dental, and vision coverage, and paid leave where required by applicable law. Eligibility may vary based on factors such as location and hire date and is subject to change.