Service Delivery Manager - Project Management and Professional Services

Location: Fully remote with PST collaboration windows

Salary: $90,000–$115,000 per year, plus annual bonus

Company

Provides secure private hosting, remote managed services, cloud services, and modern workplace solutions for business customers.

What you will do

• Lead end-to-end customer onboarding for private hosting and remote managed services, including phase gates, dependencies, and communication plans.
• Deliver infrastructure initiatives for existing customers, including server and network upgrades, office moves, storage remediation, and technology refresh programs.
• Direct Project Managers and Professional Services personnel, including Systems Engineers and Support Specialists, Engineers, and Analysts.
• Enforce SOPs, ticket-lifecycle QA, runbook standards, and complete customer documentation for builds and migrations.
• Govern image refreshes, production changes, risks, issues, and phased upgrades for legacy systems.
• Manage project cost accounting, forecasting, margin, utilization, accruals, team P&L, and vendor invoice approvals while partnering with Sales, Account Management, Solutions Engineering, and Customer Success.

Requirements

• 8–12+ years of experience in IT services.
• 4–7+ years leading combined Service Delivery, Professional Services, or Project Management teams in customer-facing roles.
• Experience with phase-gate governance, risk and issue management, stakeholder communications, and BAU or hypercare transitions.
• Hands-on ownership of project financials, utilization, margins, budgets, forecasts, and P&L.
• Clear executive-level communication skills, including issue de-escalation and cross-functional alignment.
• Fully remote work with availability for PST collaboration windows.

Nice to have

• Technical fluency with Microsoft 365, Exchange Online migrations, Teams, Entra ID, AD Connect, hybrid identity, and SSO.
• Experience with VDI/EUC, Windows 11 desktop pools, FSLogix, image governance, VMware or Hyper-V, and Windows Server upgrades.
• Knowledge of Barracuda or equivalent email security solutions.
• Experience with PSA and project platforms such as ConnectWise or Autotask.

Culture & Benefits

• Flexible fully remote work environment.
• Medical, dental, vision, and other benefits.
• Competitive base salary with an annual bonus.
• Professional development opportunities and clear growth pathways.
• Focus on customer satisfaction, reliable delivery, documentation quality, and operational improvement.