Service Delivery Manager Full-Time/ Remote

Before you apply

Job source

Himalayas

Applying on

himalayas.app

Workplace

Fully remote

US state

Nationwide remote

Category

Customer Service

Link last checked

Not checked yet

Posted

5 hours ago

Closes

11/18/2026

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About the role

This is a remote position. Service Delivery Manager Full-Time/ Remote Salary: $77,517 - $90,000 annually + bonus ​ Candidates in the Eastern or Central Time Zone (ET/CT) are preferred. Position Summary We 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 the Eastern or Central Time Zone (ET/CT) are preferred. Originally posted on Himalayas

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