Service Delivery Manager – Collaboration, Unified Communications

🕒 Yesterday

🇺🇸 United States – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

🗣️ Communications

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New Era Technology

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🔒 Cybersecurity

📡 Telecommunications

🏢 Enterprise

Cybersecurity • Telecommunications • Enterprise

New Era Technology is a global technology solutions provider offering a wide range of services and solutions, including cloud services, professional and managed services, cybersecurity, collaboration and unified communications, data networking, digital transformation, and physical security. With a team of engineers, designers, installers, and technicians, New Era Technology collaborates with over 20,000 customers and operates through 80+ offices worldwide. They are recognized as a top integrator for AV and video collaboration and offer industry-specific solutions for sectors such as healthcare, education, government, banking, finance, and retail. New Era Technology aims to help businesses adapt to the rapidly changing digital landscape through innovative technology solutions and customized services.

📋 Description

• 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

• 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

• Continuous training • Competitive benefits