Service Delivery Manager

Computacenter AG & Co. oHG; Plano (TX); On-site; USD 135,000 - 165,000; Full time

Job summary

Computacenter is seeking a Service Delivery Manager to ensure seamless delivery of service streams to internal partners and external customers. You will analyze, improve, and develop processes to enable reliable operations and high-quality service, with a travel requirement of 85%.

You will lead cross-functional teams, manage budgets, and report on performance, while applying Lean principles and ensuring escalation procedures are in place.

Qualifications

• Bachelor’s degree or equivalent work experience.
• At least 5 years in a project management practice.
• Operational ability in a large-scale, diverse environment.
• Knowledge of escalation procedures and incident management.
• Experience with Smartsheets and ServiceNow.
• Project management or IT certification.
• Authorized to work in the United States.
• Proven budget management experience.

Responsibilities

• Manage customer escalations and provide executive-level reporting.
• Maintain high performance levels for service processes and drive improvements.
• Own critical incidents and coordinate with resolution teams.
• Ensure systems and methodologies support service delivery.
• Be accountable for service delivery performance and meeting expectations.
• Collaborate across teams to drive lifecycle efficiencies.
• Provide and present regular service delivery performance reports.

Skills

Budget management

Operations management

Datacenter operations

Process engineering

Team leadership

Lean principles

Stakeholder management

Incident escalation

MS Office

Smartsheets

ServiceNow

Project management

IT certification

Education

Bachelor's degree or equivalent

PM or IT certification

Tools

Microsoft Office Suite

Smartsheets

ServiceNow

Job description

Service Delivery Manager

About the role

As a Service Delivery Manager, you will ensure the seamless delivery of various service streams to both internal business partners as well as external customers. The Service Delivery Manager will be responsible for analyzing, improving, and developing process & procedures to enable highly reliable and efficient operations and quality of service.

This role requires 85% travel.

Annual salary range: $135K - $165K USD

What you’ll be doing

• Managing customer escalations and providing executive-level reporting to ensure customers are kept informed during major incidents and outages.
• Maintaining high performance levels for service-related processes and implementing improvement activities wherever necessary.
• Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews.
• Ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery.
• Taking accountability for service delivery performance, meeting customer expectations, and driving future demand.
• Collaborating across multiple teams to drive efficiencies both up and down stream within the lifecycle of a project.
• Providing and presenting accurate and regular reports on performance of the service delivery.

What you have

• Proven track record of effectively managing budgets
• Demonstrated expertise in managing operations and technical resources
• Extensive experience in delivering high-quality services within a datacenter environment
• Strong background in process engineering
• Successfully led and managed large teams, ensuring seamless shift coverage
• In-depth understanding and practical application of Lean principles
• Exceptional client-facing and stakeholder management skills, with a proven track record of building relationships at senior levels (e.g., CIO, CTO, Director).
• Demonstrated experience handling high-pressure situations, including escalations, critical incidents, and managing customer expectations under challenging circumstances.
• Bachelor’s degree or equivalent job experience.
• 5 years of experience working within a project management practice.
• Operational ability in a diverse, large-scale environment.
• Knowledge of escalation procedures, incident management, and other disciplines related to service delivery.
• Experience with Microsoft Office Suite
• Legal authorization to work in the United States.
• Experience with Smartsheets.
• Experience with ServiceNow.
• Project management or IT certification

What you can expect

There’s so much more to enjoy about being at Computacenter than just having a rewarding career. In addition to offering competitive compensation plans and long-term career opportunities, we provide an attractive mix of benefit plans to contribute to your good health, future financial security, and peace of mind.

About us

Computacenter is a leading independent technology partner, trusted by large corporate and public sector organisations. We help our world-renowned customers to source, transform, and manage their IT infrastructure to deliver digital transformation, enabling users and their business. We’re a public company quoted on the London FTSE 250 (CCC.L) and employ over 20,000 people worldwide. In the US, we support some of the country’s best-known businesses with regional hubs in San Francisco and Irvine, CA; Norcross, GA; Plano, TX; and New York City; and Integration Centers in Silicon Valley and Atlanta. www.computacenter.com/us