SP
Service Delivery Manager - Project Management and Professional Services
Shield Technology Partners
Contract type
Ongoing
Work mode
100% remote
Experience
Senior · 8+ years
Job description
Key details
- Lead end-to-end onboarding for private hosting and remote managed services; set phase gates, dependencies, and communication plans
- Deliver server/network upgrades, office moves, storage remediation, and technology refresh programs for existing customers
- Direct Project Managers and Professional Services personnel (Systems Engineers, Support Specialists/Engineers/Analysts); set goals, coach performance, and grow careers
- Enforce SOPs and QA for ticket lifecycle; reduce repeat incidents and extend reliability across VDI/EUC and infrastructure
- Ensure runbooks/PM templates and customer documentation (network topology, services, security) are complete before build/migration
- Govern image refreshes and production changes; coordinate with Engineering when holds impact schedules; plan phased upgrades for legacy systems
- Collaborate closely with Sales, Account Management, Solutions Engineering, and Customer Success to unblock delivery and maintain trust
- Build and execute project cost accounting; manage team P&L (forecasting, margin, utilization, accruals); approve vendor invoices
- Company mission
- Information not specified
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
Requirements & details
- 8–12+ years in IT services; 4–7+ years leading combined Service Delivery/Professional Services/Project Management teams in customer-facing roles
- Proven phase-gate governance, risk/issue management, stakeholder communications, and BAU/hypercare transitions
- Hands-on ownership of project financials, utilization, margin, budgets, forecasts, and P&L
- Preferred technical fluency: Microsoft 365 (Exchange Online migrations, Teams enablement, security baselines); Entra ID/AD Connect, hybrid identity, SSO; VDI/EUC (Windows 11 desktop pools, FSLogix containers, image governance; monitoring/licensing e.g., ControlUp); VMware and/or Hyper-V; Windows Server upgrades (e.g., 2016 → 2022/2025, ESU); Barracuda or equivalent email security; PSA platforms (e.g., ConnectWise, Autotask) and project tracking/reporting
- Clear, confident communicator with the ability to de-escalate issues, align teams, and maintain executive-level reporting
- Microsoft 365, Entra ID, Active Directory, SSO, Windows 11, FSLogix, ControlUp, VMware, Hyper-V, Windows Server, Barracuda, ConnectWise, Autotask
- Project Management