Service Delivery Manager - People-First Leader

New Era Technology; United States; Remote; USD 75,000 - 85,000; Full time

Benefits offered by this job

Full Benefits

Medical

Vision

401(k) match

Flexible Time Off (FTO)

Job summary

New Era Technology is seeking a Service Delivery Manager to lead a team of Coordinators and Managers, driving on-time delivery, customer satisfaction, and financial performance across a portfolio of projects.

You will partner with internal stakeholders and vendors, oversee forecasting, risk management, and process improvements while ensuring compliance with contracts and standards. This role requires strong leadership and a track record of delivering complex programs.

Qualifications

• Bachelor's Degree or equivalent work experience.
• Minimum 5 years of experience managing projects, programs, or service delivery operations.
• Minimum 3 years of leadership experience managing project delivery personnel.
• Experience supporting large-scale enterprise customer programs.
• Experience managing project financials, forecasting, budgeting, and resource planning.
• Proficiency with Microsoft 365 applications and project management tools.

Responsibilities

• Lead and manage a team responsible for project and/or program delivery.
• Provide coaching, mentoring, performance management, and professional development opportunities for assigned team members.
• Maintain accountability for project delivery performance, customer satisfaction, schedule adherence, and financial outcomes across the assigned portfolio.
• Drive consistency in project execution, documentation, communications, and reporting standards.
• Partner with internal stakeholders, vendors, and customer stakeholders to ensure successful project delivery.
• Monitor portfolio health through review of project schedules, risks, issues, dependencies, budgets, and resource utilization.
• Support forecasting, workload balancing, and resource planning activities across the program.
• Identify and mitigate delivery risks while ensuring timely escalation of critical issues.
• Ensure compliance with established project governance, quality standards, contractual requirements, and company policies.
• Develop and implement process improvements to increase efficiency, quality, and customer satisfaction.
• Review project metrics and key performance indicators to identify trends, opportunities, and corrective actions.
• Support continuous improvement initiatives, lessons learned activities, and operational best practices.
• Collaborate with leadership on strategic planning, staffing requirements, and program expansion initiatives.
• Assist with onboarding, training, and development of new employees.

Skills

Leadership

Stakeholder mgmt

Communication

Portfolio mgmt

Prioritization

Analytical

Financial mgmt

Risk mgmt

Change mgmt

Quality focus

Tech deployment

Education

Bachelor's Degree or equivalent

Tools

Microsoft 365

Project management tools

Job description

New Era Technology is seeking a Service Delivery Manager to lead a team of Coordinators and Managers, driving on-time delivery, customer satisfaction, and financial performance across a portfolio of projects.

You will partner with internal stakeholders and vendors, oversee forecasting, risk management, and process improvements while ensuring compliance with contracts and standards. This role requires strong leadership and a track record of delivering complex programs.