Service Delivery, Senior Manager

Ladders; United States; Remote; USD 108,000 - 180,000; Full time

Benefits offered by this job

Health insurance

Dental & Vision

401k plan

Tuition reimbursement

Paid time off

Wellness program

Employee assistance

Job summary

Ladders is seeking a Senior Manager to oversee service delivery operations across diverse teams in a remote US-based role, driving quality and customer outcomes in a technical services environment.

The role partners with internal stakeholders and clients to ensure delivery performance aligns with current needs and future demand, while managing complex IT projects from execution through recovery and supporting growth initiatives.

Qualifications

• Bachelor's degree (B.S./B.A.) and 8+ years of related experience, or equivalent education and experience.
• Strong technical knowledge of enterprise IT, including help desk, networking, and asset management
• Proven leadership skills with the ability to motivate and direct teams
• Track record of successfully delivering complex, high-profile IT projects
• Strong analytical, organizational, communication, and presentation skills
• Ability to identify and recover at-risk projects across divisions
• Passion for leveraging new technology to improve business outcomes

Responsibilities

• Provide leadership to diverse operations teams
• Implement and monitor service delivery metrics, reporting to customers
• Oversee personnel onboarding, training, and service improvement activities
• Drive internal and client meetings on delivery performance and quality
• Ensure service quality and performance align with future demand
• Collaborate with Business Development to support growth strategies
• Manage complex IT projects to meet time, cost, and quality requirements

Skills

Leadership

Project management

Communication

Analytical thinking

Presentation skills

Problem solving

Education

Bachelor's degree (B.S./B.A.)

Job description

For our client, we are seeking a Service Delivery, Senior Manager to join the team of a leader in the Technical Services space. This role will oversee service delivery operations across diverse teams, with a focus on driving quality, consistency, and strong customer outcomes in a technical services environment. The Senior Manager will partner closely with internal stakeholders and clients to ensure delivery performance aligns with current needs and future demand. This position also plays a key role in supporting growth initiatives and managing complex IT projects from execution through recovery when needed.

Location: Remote - US based candidates only, no visa sponsorship available

Compensation: $108,000 – $180,000 annually

Responsibilities

• Provide leadership to diverse operations teams
• Implement and monitor service delivery metrics, reporting to customers
• Oversee personnel onboarding, training, and service improvement activities
• Drive internal and client meetings on delivery performance and quality
• Ensure service quality and performance align with future demand
• Collaborate with Business Development to support growth strategies
• Manage complex IT projects to meet time, cost, and quality requirements

Qualifications

• Bachelor's degree (B.S./B.A.) and 8+ years of related experience, or equivalent education and experience
• Strong technical knowledge of enterprise IT, including help desk, networking, and asset management
• Proven leadership skills with the ability to motivate and direct teams
• Track record of successfully delivering complex, high-profile IT projects
• Strong analytical, organizational, communication, and presentation skills
• Ability to identify and recover at-risk projects across divisions
• Passion for leveraging new technology to improve business outcomes

Benefits

• Medical, dental, and vision insurance options
• Flexible Spending Account for health and dependent care
• Continuing education and professional development opportunities
• Corporate wellness program and employee assistance program
• 401k plan with company contributions
• Tuition reimbursement after six months of employment
• Paid time off and holidays, plus wellness days

Our client is an equal opportunity employer. We encourage you to apply even if you don’t meet every qualification—your background could be exactly what this team needs.