Service Delivery Manager – Project Management, Professional Services

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🕒 vor 2 Tagen

🏄 California – Remote

🏄 California – Remote

💵 $90.000 - $115.000 / Jahr

⏰ Vollzeit

🟠 Senior

🔴 Experte

👷‍♀️ Projektmanager

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Shield

WebsiteLinkedInAlle Stellen

51 - 200 Mitarbeiter

Gegründet 2024

🤝 B2B

🤖 Künstliche Intelligenz

🏢 Unternehmen

B2B • Artificial Intelligence • Enterprise

Shield ist ein technologiegestützter Partner und Investor, der Managed Service Providern (MSPs) beim Wachstum hilft, indem er geduldiges Kapital, operative Expertise und angewandte KI-Entwicklung kombiniert. Das Unternehmen stellt vor Ort eingesetzte Ingenieure, operative Unterstützung (Personalwesen, Finanzen, Rekrutierung), Personalentwicklung und strategische M&A-Beratung zur Verfügung, während es lokale Führung und Kultur bewahrt. Unterstützt von ZBS Partners und Thrive Holdings fokussiert sich Shield auf langfristige, gründerfreundliche Partnerschaften, um Wachstum zu beschleunigen und KI-erste Lösungen zu implementieren.

Beschreibung

• Own customer onboarding & delivery: Lead end‑to‑end onboarding for private hosting and remote managed services; set phase gates, dependencies, and communication plans. • Drive initiatives for existing customers: Deliver server/network upgrades, office moves, storage remediation, and technology refresh programs. • Lead the people: Direct Project Managers and Professional Services personnel (Systems Engineers, Support Specialists/Engineers/Analysts); set goals, coach performance, and grow careers. • Raise service quality: Enforce SOPs and QA for ticket lifecycle; reduce repeat incidents and extend reliability across VDI/EUC and infrastructure. • Standardize documentation: Ensure runbooks/PM templates and customer documentation (network topology, services, security) are complete before build/migration. • Manage risk & change: Govern image refreshes and production changes; coordinate with Engineering when holds impact schedules; plan phased upgrades for legacy systems. • Partner cross‑functionally: Collaborate closely with Sales, Account Management, Solutions Engineering, and Customer Success to unblock delivery and maintain trust. • Own the numbers: Build and execute project cost accounting; manage team P&L (forecasting, margin, utilization, accruals); approve vendor invoices.

🎯 Anforderungen

• Experience: 8–12+ years in IT services; 4–7+ years leading combined Service Delivery/Professional Services/Project Management teams in customer‑facing roles. • Delivery excellence: Proven phase‑gate governance, risk/issue management, stakeholder communications, and BAU/hypercare transitions. • Business acumen: Hands‑on ownership of project financials, utilization, margin, budgets, forecasts, and P&L. • Technical fluency (preferred): • o Microsoft 365 (Exchange Online migrations, Teams enablement, security baselines) • o Identity/Directory: Entra ID/AD Connect, hybrid identity, SSO • o VDI/EUC: Windows 11 desktop pools, FSLogix containers, image governance; monitoring/licensing (e.g., ControlUp) • o Virtualization & OS: VMware and/or Hyper‑V; Windows Server upgrades (e.g., 2016 → 2022/2025, ESU) • o Email security: Barracuda or equivalent • o PSA/Project tools: Experience with PSA platforms (e.g., ConnectWise, Autotask) and project tracking/reporting • Leadership & communication: Clear, confident communicator with the ability to de‑escalate issues, align teams, and maintain executive‑level reporting.

🏖️ Vorteile

• 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