IT Service Delivery Manager

Role: IT Service Delivery Manager

Location: REMOTE (PST) Only from the CA Bay Area

Experience: 13+ Years

Job Type: Contract

Client Domain: Content delivery network services, cybersecurity, DDoS mitigation

About the Role

We are hiring a Service Delivery Manager for a leading American company specializing in Content Delivery Networks (CDN), Cybersecurity, DDoS Mitigation, and WAN services. The SDM will ensure seamless delivery, high service quality, and strong customer satisfaction for enterprise clients.

Key Responsibilities

Serve as the primary point of contact for IT service delivery, performance, and customer escalations.
Ensure adherence to SLAs, KPIs, and compliance standards across all IT services.
Lead incident, problem, and change management processes, including root cause analysis and post-incident reviews.
Coordinate with internal teams (infrastructure, applications, security, support) to ensure seamless service operations.
Conduct regular service reviews, performance reporting, and continuous improvement initiatives.
Oversee onboarding of new services, process documentation, and operational readiness.
Manage vendor relationships and service contracts, ensuring alignment with business needs.
Drive process optimization, automation opportunities, and service quality improvements.
 

Required Qualifications

8+ years of experience in IT Service Delivery, IT Operations, Technical Account Management, or Support Management.
Strong understanding of ITIL practices (Incident, Problem, Change, Release).
Experience managing enterprise customers and service escalations.
Strong communication, customer management, and stakeholder engagement skills.
Ability to analyze metrics, monitor service performance, and drive improvements.
ITIL V3/V4 certification.
Experience with ticketing/ITSM tools (ServiceNow, Jira, BMC Remedy, etc.).
Knowledge of cloud platforms (AWS, Azure, GCP) or network/security environments.
Experience leading cross-functional delivery teams.