服务交付经理 - 项目管理与专业服务
Service Delivery Manager - Project Management and Professional Services
IronOrbit 提供安全、高性能的私有化托管、远程管理服务和现代办公解决方案。我们正在寻找一位亲力亲为的交付负责人，能够赢得客户满意，激励团队，并确保项目按时按预算完成。
团队
服务交付与专业服务是一个统一的交付组织，包含两个子组：
· 项目管理（PM）：项目/阶段门治理、进度与风险管理、干系人沟通、日常运营/紧急支持过渡。
- 专业服务（PS）：工程师和专家，负责构建、迁移、升级、镜像治理和结构化运营计划。
- 你将领导 PM 和 PS，确保新客户的无缝接入以及现有客户的项目和计划成功交付。
主要职责
职位描述
作为服务交付经理，你将：
· 负责客户接入与交付：主导私有化托管和远程管理服务的端到端接入；设定阶段门、依赖关系和沟通计划。
· 推动现有客户的项目：交付服务器/网络升级、办公室搬迁、存储修复和科技更新计划。
· 领导团队：直接管理项目经理和专业服务人员（系统工程师、支持专家/工程师/分析师）；设定目标，辅导绩效，促进职业发展。
· 提升服务质量：执行工单生命周期的标准操作流程和质量保证；减少重复事件，提升 VDI/EUC 和基础设施的可靠性。
· 标准化文档：确保运行手册/PM 模板和客户文档（网络拓扑、服务、安全）在构建/迁移前完整。
- 管理风险与变更：管理镜像刷新和生产变更；在影响进度时与工程团队协调；为遗留系统规划分阶段升级。
- 跨职能合作：与销售、客户经理、解决方案工程和客户成功团队紧密协作，解除交付障碍，维护信任。
- 管理数据：建立并执行项目成本核算；管理团队损益表（预测、利润率、利用率、摊销）；审批供应商发票。
技能、知识与专长
· 经验：8–12 年以上 IT 服务经验；4–7 年以上在面向客户的岗位中领导整合服务交付/专业服务/项目管理团队的经验。
· 交付卓越：具备阶段门治理、风险/问题管理、干系人沟通和日常运营/紧急支持过渡的实证能力。
查看英文原文
IronOrbit delivers secure, high‑performance private hosting, remote managed services, and modern workplace solutions. We’re looking for a hands‑on delivery leader who delights customers, motivates teams, and consistently lands projects on time and on budget.The Team
Service Delivery & Professional Services is a single delivery organization with two sub‑groups:· Project Management (PM): Program/phase‑gate governance, schedule & risk management, stakeholder communications, BAU/hypercare transitions.
- Professional Services (PS): Engineers and specialists who execute builds, migrations, upgrades, image governance, and structured operational initiatives.You will lead both PM and PS, ensuring seamless onboarding for new customers and successful delivery of projects and initiatives for existing customers.
Key Responsibilities
The Role
As Service Delivery Manager, you will:· Own customer onboarding & delivery: Lead end‑to‑end onboarding for private hosting and remote managed services; set phase gates, dependencies, and communication plans.· Drive initiatives for existing customers: Deliver server/network upgrades, office moves, storage remediation, and technology refresh programs.· Lead the people: Direct Project Managers and Professional Services personnel (Systems Engineers, Support Specialists/Engineers/Analysts); set goals, coach performance, and grow careers.· Raise service quality: Enforce SOPs and QA for ticket lifecycle; reduce repeat incidents and extend reliability across VDI/EUC and infrastructure.· Standardize documentation: Ensure runbooks/PM templates and customer documentation (network topology, services, security) are complete before build/migration.
- Manage risk & change: Govern image refreshes and production changes; coordinate with Engineering when holds impact schedules; plan phased upgrades for legacy systems.
- Partner cross‑functionally: Collaborate closely with Sales, Account Management, Solutions Engineering, and Customer Success to unblock delivery and maintain trust.· Own the numbers: Build and execute project cost accounting; manage team P&L (forecasting, margin, utilization, accruals); approve vendor invoices.
Skills, Knowledge & Expertise
- Experience: 8–12+ years in IT services; 4–7+ years leading combined Service Delivery/Professional Services/Project Management teams in customer‑facing roles.
- Delivery excellence: Proven phase‑gate governance, risk/issue management, stakeholder communications, and BAU/hypercare transitions.· Business acumen: Hands‑on ownership of project financials, utilization, margin, budgets, forecasts, and P&L.
Technical fluency (preferred):o Microsoft 365 (Exchange Online migrations, Teams enablement, security baselines)
o Identity/Directory: Entra ID/AD Connect, hybrid identity, SSOo VDI/EUC: Windows 11 desktop pools, FSLogix containers, image governance; monitoring/licensing (e.g., ControlUp)
o Virtualization & OS: VMware and/or Hyper‑V; Windows Server upgrades (e.g., 2016 → 2022/2025, ESU)o Email security: Barracuda or equivalento PSA/Project tools: Experience with PSA platforms (e.g., ConnectWise, Autotask) and project tracking/reporting· Leadership & communication: Clear, confident communicator with the ability to de‑escalate issues, align teams, and maintain executive‑level reporting.
How We Measure Success
- On‑time, on‑budget delivery across onboarding and PS projects· Documentation completeness prior to build/migration· Reduced repeat operational incidents through SOP compliance and preventive actions· Improved customer satisfaction and shortened hypercare periods· Team utilization and margin targets met; clean invoice/close processes
- Job Benefits
- Competitive base salary with annual bonus
- Medical, dental, vision, and other benefits
- Flexible remote work with PST collaboration windows
- Professional development and clear growth pathways
Originally posted on Himalayas