Service Delivery Manager | Yuma

Yuma; Yuma (AZ); On-site; USD 70,000 - 90,000; Full time

Benefits offered by this job

Competitive salary

Strong pension plan

Mobility plan or lease car

High‑end laptop

Job summary

Yuma is seeking a Service Delivery Manager in Yuma, Arizona, who will oversee the delivery and continuous improvement of Managed and Cloud Services. The role involves acting as a key contact for customers, defining and managing service agreements, and ensuring quality and performance. Candidates should have strong IT infrastructure experience and excellent consultancy skills. The position offers opportunities for innovation and collaboration within a leading provider of Mission Critical IT services.

Qualifications

• Experience managing service agreements including SLAs.
• Ability to monitor service performance proactively.
• Strong structured working approach while considering the big picture.

Responsibilities

• Act as a tactical point of contact for service reliability.
• Deliver clear and proactive service reporting.
• Drive continuous improvement plans.

Skills

Strong affinity with IT infrastructure

Reporting and service governance experience

Strong consultancy skills

Strong communication skills

Proactive and entrepreneurial mindset

Education

PRINCE2 certification

ITIL v3 or ITIL4 certification

Knowledge of information security (ISO27001 / NEN7510)

Job description

Yuma is on a growth journey. With ambitious plans to further strengthen our position in Mission Critical IT, we’re looking for a Service Delivery Manager who takes ownership, brings clarity, and keeps our services running at their very best. In this role you are responsible for the delivery, control and continuous improvement of our Managed and Cloud Services, in line with agreed SLAs. You safeguard the continuity and quality of mission‑critical IT infrastructure such as Private Cloud (IaaS) and Public Cloud solutions (AWS, Azure).

What You’ll Do

You will act as the tactical point of contact for customers regarding service reliability, quality and escalations, ensuring strong internal alignment and coordination. Part of your responsibility is delivering clear and proactive service reporting to customers and internal stakeholders. Besides that, you will:

• Define, manage and safeguard agreements such as SLAs and DAPs (Agreements & Procedures)
• Proactively monitor service performance and intervene when needed — solicited or unsolicited
• Ensure that project impacts on existing services are clearly identified and translated into agreements
• Identify customer needs and translate them into (technical) solutions together with colleagues
• Initiate and drive continuous improvement plans
• Create and update capacity and service management reports
• Take ownership of quality and results
• Actively contribute to the further development of our service portfolio.

Who You Are

• Strong affinity with IT infrastructure
• Experience with reporting and service governance
• Strong consultancy skills; politically aware and analytical
• PRINCE2 certification is a plus
• ITIL v3 or ITIL4 certification is a plus
• Up‑to‑date knowledge of ICT technologies and processes
• Knowledge of information security (preferably ISO27001 / NEN7510)
• Strong communication skills
• Structured way of working, while keeping the big picture in view
• Passion for technology and innovation
• Team player who can motivate, inspire and handle resistance
• Proactive, entrepreneurial and independent
• Customer- and service‑oriented, pragmatic mindset

What You’ll Get From Us

A great team where you’re given the freedom to innovate. You’ll also collaborate with and gain insight into highly professional and impactful organisations. Yuma builds sustainable partnerships: with clients and with you.

You Can Also Expect

• Competitive salary
• Strong pension plan
• A strategically important role at a leading Mission Critical IT provider, supported by expert teams in Cloud, Managed Services, Data & AI, Security and Infrastructure
• Mobility plan or lease car
• High‑end laptop