Service Delivery Manager

RE Partners; New York (NY); On-site; USD 120,000 - 160,000; Full time

Job summary

RE Partners is seeking a Service Delivery Manager to oversee high-quality IT service delivery that aligns with business goals. The ideal candidate will have substantial experience in IT operations, software development, and customer relationship management, driving efficiencies and satisfaction levels while managing a dynamic team. The position offers competitive compensation, professional growth opportunities, and a supportive work environment.

Benefits

Wellness/Fitness packages

Continuous Education and Certifications

Paid Time Off and Holidays

Professional Conferences and Training

Global Team Building Activities

Access to co-working spaces worldwide

Qualifications

• 5+ years of experience in IT service delivery.
• Hands-on experience in software development and IT operations.
• Proven track record managing large-scale IT operations.

Responsibilities

• Oversee end-to-end delivery of IT services, ensuring compliance with SLAs.
• Act as the primary contact for service delivery concerns and manage customer relationships.
• Lead a team of IT professionals, mentoring and coordinating delivery.

Skills

Leadership

Customer Service

Stakeholder Management

Analytical Skills

Problem Solving

Technical Expertise

Education

Bachelor’s degree in Information Technology

Master’s degree (preferred)

Tools

Service Management tools

Incident/Problem Management frameworks

Cloud technologies

Job description

Join to apply for the Service Delivery Manager role at RE Partners

Join to apply for the Service Delivery Manager role at RE Partners

Hello from RE Partners!

Who We Are: We are a fast growing business and technology consultant company co-founded in 2019. We offer a custom-tailored, white-glove engineering service fit for our clients, because a digital transformation is more than just technology. With a successful track record of being a preferred vendor for Fortune 500 companies and as a trusted partner for some of the industry’s leading companies, our global talent has helped many clients achieve their goals.

The 3 G’s Of RE

“Get Shit Done.”

“Get Over Shit.”

“Give a Shit.”

What's In It For You

• Wellness/Fitness packages
• Continuous Education and Certifications
• Paid Time Off and Holidays
• Professional Conferences and Training
• Global Team Building Activities
• Access to co-working spaces worldwide
  
  

Join Our Global Team: We invite you to apply for the position at RE Partners. Join us in shaping the future of business technology consulting and transforming the way organizations thrive in a digital world. As a diverse, woman-owned global business, we pride ourselves on keeping talent happy – our 7% attrition rate speaks volumes. Bring your talented friends along and earn a referral bonus

Equal Opportunity Employer: We are an equal opportunity employer and welcome applications from all qualified individuals regardless of race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, or veteran status.

The Service Delivery Manager (SDM) is responsible for ensuring high-quality delivery of IT services to meet our customer needs and organizational goals. This role requires a strong technical background, including prior experience in software engineering within large enterprises, hands-on software development, and possibly architecture experience. The SDM focuses on maintaining service excellence, managing operational performance, and fostering continuous improvement across IT service delivery. This professional acts as the primary liaison between stakeholders, customers, and teams, ensuring alignment with the business objectives.

Key Responsibilities

Service Delivery Management:

• Oversee end-to-end delivery of IT services, ensuring compliance with Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
• Monitor and report on service performance, identifying areas for improvement and implementing corrective actions.
• Leverage prior software development and architecture experience to guide technical teams in addressing complex delivery challenges.
  
  

Customer Relationship Management

• Act as the primary point of contact for customers regarding service delivery concerns, updates, and feedback.
• Foster strong relationships with clients to ensure satisfaction and a deep understanding of their IT needs.
• Translate technical concepts into business value for stakeholders with varying levels of technical expertise.
  
  

Team Leadership And Coordination

• Lead and mentor a team of IT professionals, including system administrators, engineers, and developers.
• Coordinate cross-functional teams, leveraging prior hands-on and architectural knowledge to ensure seamless service delivery and resolution of issues.
  
  

Technical And Continuous Improvement

• Develop and implement processes, tools, and best practices to enhance service delivery efficiency and effectiveness.
• Drive innovation in service delivery through the adoption of new technologies, leveraging cloud platforms, DevOps principles, and modern software engineering practices.
• Provide technical guidance in architecture and system design to support scalable, reliable, and secure IT solutions.
  
  

Financial And Resource Management

• Manage budgets for IT service delivery, ensuring optimal allocation of resources.
• Assess and forecast resource needs to support current and future service demands.
  
  

Governance And Compliance

• Ensure adherence to organizational policies, industry standards, and regulatory requirements.
• Conduct regular audits and reviews to maintain compliance and mitigate risks.
  
  

Qualifications

• 5+ years of experience in IT service delivery, project management, or a similar role.
• Proven track record of managing large-scale IT operations within a large enterprise environment.
• Hands-on software development experience with a strong understanding of programming languages, frameworks, and system architecture.
• Previous experience in software or solution architecture is highly desirable.
• Bachelor’s degree in Information Technology, Computer Science, or a related field (Master’s degree preferred).
• ITIL, PMP, or equivalent certifications are highly desirable.
• Strong leadership and team management skills.
• Excellent customer service and stakeholder management abilities.
• Proficient in ITIL processes, service management tools, and incident/problem management frameworks.
• Strong technical expertise in cloud technologies, IT infrastructure, and cybersecurity principles.
• Familiarity with Agile/DevOps practices and modern CI/CD pipelines.
• Excellent analytical, problem-solving, communication, and interpersonal skills.
  
  

Work Environment

• Ability to work in a fast-paced, dynamic environment.
• Occasional travel may be required to meet with key stakeholders.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Project Management and Information Technology

• Industries

  IT Services and IT Consulting

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