Service Delivery Manager Full-Time/ Remote

AV Staffing Solutions; United States; Remote; USD 78,000 - 90,000; Full time

Benefits offered by this job

Medical, dental, and vision

401(k) with match

Life and disability insurance

HSA/FSA options

Voluntary benefits

Job summary

AV Staffing Solutions is seeking an experienced Service Delivery Manager for a fully remote, full-time role. You will lead customer success, governance, and service delivery for Managed Services clients, owning relationships, performance, and renewals.

You will coordinate cross-functional teams, drive improvements, and ensure accurate billing. A 10-year IT infra/vendor background and PMP/ITIL certifications are preferred, with ET/CT time zones favored.

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 service improvement initiatives.
• Strong understanding of Managed Services operations and IT Service Management principles.
• Strong communication, analytical, problem-solving, and stakeholder management skills.
• Bachelor's Degree in a related field; equivalent education and relevant experience may be considered.
• PMP and ITIL V3 or more recent certification.

Responsibilities

• Serve as the primary operational relationship owner and trusted partner for assigned Managed Services customers.
• 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 performance discussions.
• Manage major customer escalations, incidents, 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.

Skills

IT infrastructure

Vendor management

Executive engagements

IT Service Management

Communication

Analytical

Stakeholder management

Customer-facing leadership

Governance

Education

Bachelor's Degree in a related field

Equivalent education and experience considered

Tools

PMP

ITIL V3+

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.
• Remote Job
• Number of Positions 1

Job Description

This is a remote position.

Service Delivery Manager Full-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 and service delivery leader for assigned Managed Services clients.
This role is responsible for customer relationships, service performance, governance, escalations, billing, and continuous improvement, while helping customers realize maximum value from their Managed Services partnership.
Key Responsibilities

• Serve as the primary operational relationship owner and trusted partner for assigned Managed Services customers.
  
• 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 performance discussions.
  
• 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 service improvement 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.