Service Delivery Manager

CyrusOne; United States; On-site; USD 120,000 - 160,000; Full time

Job summary

CyrusOne is seeking a Manager, Service Delivery to lead and optimize a multi‑site service delivery team. You will ensure high customer satisfaction, oversee processes, staffing, and training, and serve as the primary contact for clients.

The role requires hands‑on management of operational tasks and continuous improvement across sites. The position emphasizes strong leadership, vendor management, and communication skills, with readiness to work extended hours during emergencies or peak periods.

Qualifications

• Vendor management experience.
• Excellent oral and written communication skills.
• Strong problem solving and multi‑project management abilities.
• Ability to train and lead a team across multiple sites.

Responsibilities

• Manage team performance and drive process improvements for quality and customer satisfaction.
• Provide technical direction and implement procedures and tools for efficient service delivery.
• Monitor programs to ensure on‑time delivery and escalate risks to customers.
• Maintain 24x7x365 operations with adequate staffing and coverage.
• Oversee training and development of the service delivery team and establish SMART goals.
• Handle escalations and coordinate with clients on new implementations and changes.

Skills

Vendor management

Communication

Customer service

MS Office

Education

High school diploma

College degree preferred

Tools

Visio

AutoCAD

SharePoint

Microsoft Office

Job description

The Manager, Service Delivery plans, directs and implements procedures that will assure a high level of customer access and satisfaction. Responsible for the quality and effectiveness of own team and related teams, identifying and resolving technical, operational and team problems. Manages a team of technical employees and/or supervisors. The Manager, Service Delivery is responsible for multiple sites and/or atypically large campuses in high growth/ large revenue producing markets. The Manager, Service Delivery is the direct support and central point of contact for CyrusOne clients. The Manager, Service Delivery answers and records calls, e‑mail requests and alerts from monitoring platforms, resolves client issues, opens and takes ownership of problems and opens changes. The position also handles fulfilling the requests that are phoned or emailed in which consists of non‑complex IT tasks. The Manager, Service Delivery is a position that requires both above average management level experience and demonstrated work ethics; acting as a mentor to the team.

Essential Functions:

• Manage team performance and efficiency and make recommendations for process improvements resulting in increased quality of service and customer satisfaction.
• Provide technical direction, develop and implement procedures and procure tools pertinent to the effective and efficient operation of the service delivery team.
• Monitor programs and procedures to ensure on‑time delivery, customer satisfaction and consistency–escalate concerns and customers satisfaction risks.
• Maintain a 24x7 service delivery team – ensure adequate staffing levels at all times.
• Investigate customer concerns about service, timeliness or quality.
• Oversee training and development of service delivery team.
• Monitor daily team performance to ensure quality results are being delivered‑establish and manage key performance metrics/ dashboards for the team.
• Ensure shipping and receiving operations are secure and operating in an accurate, efficient and timely manner.
• Assist team with overflow work related to customer implementation tasks and tasks as defined in the service delivery company product offering; including but not limited to: tape rotations, Ethernet and fiber installs/ troubleshooting and testing, cage construction, and shipping and receiving.
• Ensure team knowledge of and compliance to OSHA/ safety standards.
• Control costs to ensure maximum profitability of service delivery product offering.
• Ensure client communications/ interactions are professional and shift turnover is clearly communicated.
• Oversee supply management to ensure timely availability.
• Maintain up to date service delivery procedural manual/MOPS and SOPS.
• Participate in 24X7X365 rotation as needed.
• Build circuits in online database network management tool, perform circuit audits and assist in special projects as required.
• Work with individual team members to establish S.M.A.R.T goals for annual review performance cycles.
• Perform weekly pay cycle and hourly commits for the team members that reside under the position.
• U.S. Citizenship may be required for this position pursuant to a government contract requirement and/or for security clearance reasons.

Minimum Requirements:

• Vendor Management experience.
• Demonstrated desire to provide the highest levels of customer service.
• Cheerful and enthusiastic attitude.
• Excellent oral and written communication skills.
• Excellent problem solving, decision‑making skills.
• Ability to develop and document procedures and train other personnel.
• Must be able to work with people at all levels internally and within the team environment.
• Ability to manage multiple projects and shifting workloads in a fast‑paced environment.
• Knowledge of Visio, AutoCad a plus.
• Strong computer skills and working knowledge of Microsoft Products: Excel, Word, Power Point, Outlook and SharePoint.
• Willingness to adjust hours as required by the business to include being onsite for extended hours during emergency situations such as hurricane.
• Previous experience in managing 5 or more members of a non‑localized team.
• Ability to manage multiple sites within driving distance of each other on a same day travel basis.
• Ability to train members of the team bringing them up to speed with technical details as quickly as possible.
• Strong ability to consult customers on new implementation stages within their environment.
• Prior experience demonstrated within Service Delivery Technician I, II, or III levels is a plus.

Experience/Skills:

• 6+ years customer service experience in a technology company and/or 10+ years technical experience in a customer‑centric company.

Education:

• Minimum education requirement of High‑School diploma or GED equivalent.
• College degree preferred but will consider applicants with equivalent work‑related experience.

Work Environment and Physical Demands:

• May involve lifting of equipment and supplies (up to 50 pounds). Considerable walking, bending and standing.
• Must be able to accomplish all physical requirements and activities applicable to the role.

Certifications:

• None.

CyrusOne is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, or other legally protected status. CyrusOne provides reasonable accommodation for qualified individuals with disabilities in accordance with the Americans with Disabilities Act (ADA) and any other state or local laws. We will respond to requests for reasonable accommodations to assist you in applying for positions at CyrusOne, or to submit a resume. CyrusOne is committed to working with and providing reasonable accommodation to individuals with physical and mental disabilities.

CyrusOne is proud to be recognized as a Top Work Place by USA Today. Celebrated for our company culture, CyrusOne stands out for its commitment to core values such as community, agility, respect, an enjoyable workplace, ethics, and exceptional service. This accolade reflects CyrusOne’s dedication to creating an engaging, respectful, and growth‑oriented environment, underpinned by integrity, which not only enhances customer satisfaction but also contributes to the company’s overall success.

CyrusOne is a leading global data center developer and operator specializing in delivering state‑of‑the‑art digital infrastructure solutions. With more than 50 high‑performance mission‑critical facilities worldwide, the Company ensures the continued operation of digital infrastructure for nearly 1,000 customers, including approximately 200 Fortune1000 companies. CyrusOne’s leading global platform of hybrid‑cloud and multi‑cloud deployments offers customers colocation, hyperscale, and build‑to‑suit environments, which help enhance the strategic connections of their essential data infrastructures and support the achievement of sustainability goals. CyrusOne data centers offer world‑class flexibility, enabling clients to modernize, simplify, and rapidly respond to changing demands. Combining exceptional financial strength, a broad global footprint, and continued investment in key digital gateway markets, CyrusOne provides the world’s largest companies with long‑term stability and strategic advantage at scale. For more information, please visit cyrusone.com.

All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, or other legally protected status. The law requires CyrusOne to post a notice describing the Federal laws prohibiting job discrimination. For information regarding your legal rights and protections, please click on the following link: Know Your Rights. CyrusOne will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay. Please see the Pay Transparency Nondiscrimination Provision for more information. As a Federal Contractor, CyrusOne is required to participate in the E-Verify Program to confirm eligibility to work in the United States. For information please click on the following link: E-Verify.