服务交付经理 全职/远程
Service Delivery Manager Full-Time/ Remote
这是一个远程职位。
服务交付经理 全职/远程 薪资：每年77,517 - 90,000美元 + 奖金
优先考虑东区或中部时区（ET/CT）的候选人。
职位概述
我们正在寻找一位经验丰富的服务交付经理（SDM），作为指定托管服务客户的首要客户成功和服务交付负责人。该职位负责客户关系、服务表现、治理、升级处理、计费和持续改进，同时帮助客户从其托管服务合作中获得最大价值。
主要职责
· 作为指定托管服务客户的首要运营关系负责人和值得信赖的合作伙伴。
- 与高管赞助人、业务利益相关者和运营领导者建立牢固的关系。
- 监控服务表现和SLA，识别风险，并推动服务改进计划。
- 主导月度和季度业务评审、高管治理会议以及客户绩效讨论。
- 管理重大客户升级、事件、根本原因分析（RCAs）和纠正措施计划。
- 协调跨职能团队，包括服务台、NOC、安全运营、解决方案架构师、专业服务、销售和客户成功团队。
- 支持客户上线、服务集成、扩展和其他重大项目。
- 确保准确的月度计费和工时费用活动跟踪。
- 支持客户留存、续约、服务增强和长期账户增长。
资格要求
· 10年IT基础设施管理和/或供应商管理经验。
- 3年以上面向客户的领导职位经验，负责战略关系和服务成果。
- 有领导高层客户参与、治理计划、升级处理和服务改进计划的经验。
- 对托管服务运营和IT服务管理原则有深入理解。能够将技术和运营信息转化为以业务为导向的建议。
- 强大的沟通、分析、解决问题和利益相关者管理能力。
教育
· 相关领域的学士学位；同等教育和相关经验可被考虑。
认证
· PMP和ITIL V3或更新的认证。
薪酬与福利
· 年薪77,517 - 90,000美元，另加奖金
· 全面的医疗、牙科和视力保险
查看英文原文
This is a remote position.
Service Delivery Manager Full-Time/ RemoteSalary: $77,517 - $90,000 annually + bonusCandidates in theEastern or Central Time Zone (ET/CT) are preferred.
Position SummaryWe are seeking an experienced Service Delivery Manager (SDM)to serve as the primary customer success and service delivery leader for assigned Managed Services clients.This role is responsible for customer relationships, service performance, governance, escalations, billing, and continuous improvement, while helping customers realize maximum value from their Managed Services partnership.
Key Responsibilities
· Serve as the primary operational relationship owner and trusted partner for assigned Managed Services customers.
- Build strong relationships with executive sponsors, business stakeholders, and operational leaders.
- Monitor service performance and SLAs, identify risks, and drive service improvement initiatives.
- Lead Monthly and Quarterly Business Reviews, executive governance meetings, and customer performance discussions.
- Manage major customer escalations, incidents, Root Cause Analyses (RCAs), and corrective action plans.
- Coordinate cross-functional teams including Service Desk, NOC, Security Operations, Solution Architects, Professional Services, Sales, and Customer Success.
- Support customer onboarding, service integrations, expansions, and other major initiatives.
- Ensure accurate monthly billing and tracking of time-and-materials activities.
- Support customer retention, renewals, service enhancements, and long-term account growth.
Qualifications
· 10 years of experience in IT infrastructure management and/or vendor management.
- 3+ years in a customer-facing leadership role responsible for strategic relationships and service outcomes.
- Experience leading executive-level customer engagements, governance programs, escalations, and service improvement initiatives.
- Strong understanding of Managed Services operations and IT Service Management principles. Ability to translate technical and operational information into business-focused recommendations.
- Strong communication, analytical, problem-solving, and stakeholder management skills.
Education· Bachelor's Degree in a related field; equivalent education and relevant experience may be considered.
Certifications· PMP and ITIL V3 or more recent certification.
Compensation & Benefits
- Salary $77,517 - $90,000 annually, plus bonus
- Comprehensive medical, dental, and vision insurance.
- 401(k) with 100% employer match up to 4% of compensation and immediate vesting.
- Employer-paid life, short-term, and long-term disability insurance.
- HSA/FSA options and employee wellness/EAP programs.
- Additional voluntary benefits, including accident, critical illness, legal, and pet insurance.
Candidates in theEastern or Central Time Zone (ET/CT) are preferred.
Originally posted on Himalayas