Services Delivery Manager

Insight Public Sector; Cupertino (CA); On-site; USD 135,000 - 165,000; Full time

Benefits offered by this job

Full benefits

Job summary

Insight Public Sector is seeking a Service Delivery Manager to oversee complex client engagements and ensure successful delivery from onsite Newport Beach, CA. The role emphasizes client intimacy, value realization, and continuous service improvement within a matrix-managed service environment.

You will collaborate with cross-functional teams, manage service reviews, and drive stakeholder alignment while maintaining accountability for delivery, risks, and escalations.

Qualifications

• Experience working in a matrix-managed services environment, with a proven track record of driving client satisfaction and retention both directly and indirectly.
• Proficiency with Microsoft Office and possession of relevant professional accreditations and/or certifications (ITIL preferred).
• Strong client-facing experience, with the ability to build client confidence, generate enthusiasm, and deliver presentations with professionalism and authority.
• Experience handling complex technical or professional activities in a variety of contexts, including investigating, defining, and resolving complex issues.

Responsibilities

• Accountable for client delivery, client intimacy, and value realization.
• Accountable for managing, preparing, and delivering service reviews and other stakeholder cadence meetings.
• Accountable for driving continual service improvement through responsible resources.
• Accountable for managing client risks through avoidance or mitigation strategies utilizing appropriate resources.
• Manage account financial performance and provide leadership and direction to address risks and opportunities for improvement.
• Accountable for meeting client obligations by providing leadership and direction to ensure successful delivery.
• Manage client escalations, serving as both an initial point of contact and a senior escalation point.
• Accountable for the client delivery of all standard ITIL practices and provides strategic direction and leadership.
• Consult on contractual changes and serve as a key point of contact for change requests.
• Maintain and develop relationships with service-related stakeholders.
• Matrix-manage internal stakeholders to drive client value.
• Teach, train, coach, and mentor teammates to promote engagement, satisfaction, and career growth.

Skills

Matrix-managed services

Client-facing experience

Presentation skills

Issue investigation & resolution

Tools

Microsoft Office

Job description

Requisition Number: 106619

Location: Onsite in Newport Beach, CA

Schedule: Monday through Friday, normal business hours

Salary: Up to $150,000 per year, plus full benefits

Insight at a Glance

• 14,000+ engaged teammates globally
• $8.2 billion in revenue in 2025
• Certified as a Great Place to Work® in 9 countries in 2025
• Fortune 500 Company (#447) in 2025
• Received 25+ industry and partner awards in the past year
• $1.4M+ in total charitable contributions globally in 2024

Now is the time to bring your expertise to Insight. We are not just a tech company; we are a people-first company. We believe that by unlocking the power of people and technology, we can accelerate transformation and achieve extraordinary results. As a Fortune 500 Solutions Integrator with deep expertise in cloud, data, AI, cybersecurity, and intelligent edge solutions, we guide organizations through complex digital decisions.

About the Role

The Service Delivery Manager uses discretion when identifying and responding to complex issues related to their assignments. This role determines when issues should be escalated to a higher level and plans and monitors their own work, as well as the work of others when applicable, within established deadlines.

The Service Delivery Manager interacts with and influences colleagues across the organization. This role may oversee others or make decisions that impact routine work assigned to individuals or project phases. In addition, the role maintains working-level relationships with customers, suppliers, and partners. The Service Delivery Manager collaborates on the analysis of user and customer needs and ensures those requirements are reflected in delivered solutions.

The Service Delivery Manager performs a range of work, including complex and non-routine tasks, in a variety of environments. This role applies a methodical approach to issue identification, definition, and resolution.

Key Responsibilities

• Accountable for client delivery, client intimacy, and value realization.
• Accountable for managing, preparing, and delivering service reviews and other stakeholder cadence meetings.
• Accountable for driving continual service improvement through responsible resources.
• Accountable for managing client risks through avoidance or mitigation strategies utilizing appropriate resources.
• Manage account financial performance and provide leadership and direction to address risks and opportunities for improvement.
• Accountable for meeting client obligations by providing leadership and direction to ensure successful delivery.
• Manage client escalations, serving as both an initial point of contact and a senior escalation point.
• Accountable for the client delivery of all standard ITIL practices and provides strategic direction and leadership.
• Consult on contractual changes and serve as a key point of contact for change requests.
• Maintain and develop relationships with service-related stakeholders.
• Matrix-manage internal stakeholders to drive client value.
• Teach, train, coach, and mentor teammates to promote engagement, satisfaction, and career growth.

This list is not exhaustive, and teammates may be required to undertake additional responsibilities as reasonably requested by their manager.

What We're Looking For

• Experience working in a matrix-managed services environment, with a proven track record of driving client satisfaction and retention both directly and indirectly.
• Proficiency with Microsoft Office and possession of relevant professional accreditations and/or certifications (ITIL preferred).
• Strong client-facing experience, with the ability to build client confidence, generate enthusiasm, and deliver presentations with professionalism and authority.
• Experience handling complex technical or professional activities in a variety of contexts, including investigating, defining, and resolving complex issues.

Physical Requirements & Environment

• Onsite warehouse environment with the ability to stand, walk, and climb stairs for extended periods as required.
• Ability to work in varying temperatures.
• Work may include extended periods of high activity as well as periods of inactivity.
• Occasional overtime and/or weekend work may be required.

Be AmbITious

This opportunity is not just about what you do today, but also about where you can go tomorrow. When you bring your hunger, heart, and harmony to Insight, your potential will be met with continuous opportunities to develop new skills, earn promotions, and advance your career.

What truly sets us apart are our core values of Hunger, Heart, and Harmony, which guide everything we do, from building relationships with teammates, partners, and clients to making a positive impact in our communities.

Insight is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation or any other characteristic protected by law.

Insight does not accept unsolicited resumes from recruiters or employment agencies. Unsolicited resumes will be treated as direct applications from the candidate, and recruiters or agencies who submit candidates for this position without a prior, written vendor agreement will not be eligible for any form of compensation, even if the candidate is hired.