Service Delivery Manager – Collaboration, Unified Communications

New Era Technology

Service Delivery Manager overseeing successful delivery of managed collaboration and IT services. Acting as a liaison between customers and service delivery teams to ensure SLA compliance and customer satisfaction.

Posted 6/22/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSeniorWebsite

Tech Stack

Tools & technologies

ITSM

About the role

Key responsibilities & impact

The Service Delivery Manager (SDM) serves as the primary operational and service management lead responsible for ensuring the successful delivery of managed collaboration, conferencing, and IT services to the customer.
The SDM acts as the key liaison between the customer, service delivery teams, and operational support functions, ensuring service excellence, SLA compliance, continual service improvement, and customer satisfaction throughout the contract lifecycle.
The SDM will oversee service operations, manage escalations, coordinate cross-functional teams, lead service reviews, and drive process improvements aligned with ITIL best practices.

Requirements

What you’ll need

5+ years of Service Delivery Management, IT Operations Management, or IT Service Management experience.
Strong knowledge of ITIL Service Management processes and best practices.
Experience managing SLAs, KPIs, operational reporting, and service governance.
Proven experience leading customer-facing service reviews and executive presentations.
Strong incident, problem, change, and escalation management experience.
Experience coordinating cross-functional technical and operational teams.
Excellent stakeholder management and customer relationship skills.
Strong analytical, problem-solving, and decision-making abilities.
Experience with service reporting, performance metrics, and trend analysis.
Exceptional verbal and written communication skills.
Strong organizational, planning, and project coordination capabilities.
Bachelor's degree in Information Technology, Business Administration, Telecommunications, or related field (or equivalent experience).
Minimum 5 years of Service Delivery Management or IT Service Management experience.

Benefits

Comp & perks

Continuous training
Competitive benefits

ATS Keywords

✓ Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

Service Delivery ManagementIT Operations ManagementIT Service ManagementITILSLA managementKPI managementincident managementproblem managementchange managementservice reporting

Soft Skills

stakeholder managementcustomer relationship skillsanalytical skillsproblem-solving skillsdecision-making abilitiesverbal communication skillswritten communication skillsorganizational skillsplanning skillsproject coordination