Service Delivery Manager Full-Time/ Remote

Zohorecruit; United States; Remote; USD 78,000 - 90,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

401(k) with employer match

Disability Insurance

HSA/FSA options

Wellness/EAP programs

Voluntary benefits

Job summary

AV Staffing Solutions is seeking an experienced Service Delivery Manager for a full-time remote role serving managed services clients in the US. You will be the primary customer success and service delivery leader, overseeing relationships, governance, billing, and performance.

The role requires 10+ years in IT infrastructure or vendor management, 3+ years in a customer-facing leadership role, and ITIL/PMP certification.

Qualifications

• 10+ years in IT infrastructure or vendor management.
• 3+ years in a customer-facing leadership role.
• Experience leading executive governance, escalations, and service improvements.
• Strong ITSM understanding; translate tech to business outcomes.
• Excellent communication, analytical and stakeholder skills.

Responsibilities

• Serve as the primary operational relationship owner for Managed Services customers.
• Lead governance, monthly/quarterly business reviews, and performance discussions.
• Manage escalations, RCAs, and corrective action plans.
• Coordinate cross-functional teams (Service Desk, NOC, Security, PS, Sales, Success).
• Oversee onboarding, integrations, expansions, and renewals.
• Ensure accurate monthly billing and time tracking.

Skills

IT infrastructure management

Vendor management

Executive-level engagements

Communication

Problem solving

Education

Bachelor's Degree in related field

Job description

Service Delivery Manager Full-Time/ Remote

• Work Experience 10 years of experience in IT infrastructure management and/or vendor management. 3+ years in a customer-facing leadership role responsible for strategic relationships and service outcomes.
• City Eastern Time Zone/ Central Time Zone
• State/Province EDT/ CDT
• Country United States
• Number of Positions 1

Job Description

Service Delivery ManagerFull-Time/ Remote Salary: $77,517 - $90,000 annually + bonus
Candidates in the Eastern or Central Time Zone (ET/CT) are preferred. Position Summary
We are seeking an experienced Service Delivery Manager (SDM) to serve as the primary customer success andservice delivery leader for assigned Managed Services clients.
This role is responsible for customer relationships,service performance, governance, escalations, billing, and continuous improvement, while helping customersrealize maximum value from their Managed Services partnership.
Key Responsibilities

• Serve as the primary operational relationship owner and trusted partner for assigned Managed Servicescustomers.
  
• Build strong relationships with executive sponsors, business stakeholders, and operational leaders.
  
• Monitor service performance and SLAs, identify risks, and drive service improvement initiatives.
  
• Lead Monthly and Quarterly Business Reviews, executive governance meetings, and customer performancediscussions.
  
• Manage major customer escalations, incidents, Root Cause Analyses (RCAs), and corrective action plans.
  
• Coordinate cross-functional teams including Service Desk, NOC, Security Operations, Solution Architects,Professional Services, Sales, and Customer Success.
  
• Support customer onboarding, service integrations, expansions, and other major initiatives.
  
• Ensure accurate monthly billing and tracking of time-and-materials activities.
  
• Support customer retention, renewals, service enhancements, and long-term account growth.
  

Qualifications

• 10 years of experience in IT infrastructure management and/or vendor management.
  
• 3+ years in a customer-facing leadership role responsible for strategic relationships and service outcomes.
  
• Experience leading executive-level customer engagements, governance programs, escalations, and serviceimprovement initiatives.
  
• Strong understanding of Managed Services operations and IT Service Management principles. Ability to translate technical and operational information into business-focused recommendations.
  
• Strong communication, analytical, problem-solving, and stakeholder management skills.
  

Education

• Bachelor's Degree in a related field; equivalent education and relevant experience may be considered.
  

Certifications

• PMP and ITIL V3 or more recent certification.
  

Compensation & Benefits

• Salary $77,517 - $90,000 annually, plus bonus
  
• Comprehensive medical, dental, and vision insurance.
  
• 401(k) with 100% employer match up to 4% of compensation and immediate vesting.
  
• Employer-paid life, short-term, and long-term disability insurance.
  
• HSA/FSA options and employee wellness/EAP programs.
  
• Additional voluntary benefits, including accident, critical illness, legal, and pet insurance.
  

Candidates in the Eastern or Central Time Zone (ET/CT) are preferred.