Service Delivery Senior Manager

Job title: Service Delivery Senior Manager

About the Role The Service Delivery Senior Manager is a client-facing leadership role responsible for managing client and employee expectations, guiding diverse teams, and ensuring service delivery excellence across multiple disciplines. The role requires the ability to interview, hire, onboard, and manage personnel while maintaining regular client communication on progress. The successful candidate will help evolve existing services and assist sales teams with growth strategy.

What You'll Do

• Provide leadership to diverse operations teams
• Implement, monitor and report service delivery metrics to customers
• Manage onboarding, training, and service-improvement activities; ensure systems, methodologies, and procedures are in place and followed by each service team
• Drive internal and client meetings covering delivery performance, service improvements, quality, and processes
• Be accountable for service quality; factor future demand from growth into capacity plans for all teams
• Collaborate with Business Development and Client partner teams to support growth, including SOW content and transition to stronger managed services capabilities
• Define roadmaps with SMEs and stakeholders and translate into user stories or RFPs depending on buy vs build
• Work with Recruiting to build candidate pipelines and interview when necessary; develop and maintain retention programs for field staff
• Manage complex/large projects or IT components of major projects to time, cost, quality and benefits realization; lead improvements in project lifecycle
• Identify projects at risk and take appropriate action to recover; take ownership of initiatives

What We're Looking For

• Strong leadership of diverse operations teams and a client-focused mentality
• Ability to implement, monitor and report delivery metrics and communicate progress to customers
• Experience onboarding, training, and driving service improvements
• Comfort leading internal and client meetings on delivery performance, quality and processes
• Ability to plan capacity based on growth and project demand
• Experience partnering with Business Development and Client teams to support growth and create/transition SOW content and stronger managed services capabilities
• Ability to translate roadmaps into actionable user stories or RFPs
• Experience partnering with Recruiting to hire, interview and maintain retention programs for field staff
• Track record delivering complex IT projects on time, on budget, and with expected benefits; manage project lifecycle improvements
• Strong problem solving in IT Infrastructure and/or Application change; identify and realize opportunities
• Comfortable identifying at-risk projects and taking action to recover