Service Delivery Lead

🕒 5 days ago

🗽 New York – Remote

🗽 New York – Remote

💵 $130k - $150k / year

⏰ Full Time

🟠 Senior

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Blue Mantis

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 1993

💼 Consulting

🏥 Healthcare

🏭 Manufacturing

Consulting • Healthcare • Manufacturing

Blue Mantis is a versatile IT solutions company specializing in optimizing IT environments for cost efficiency and security. They provide managed services, cybersecurity and risk management, cloud solutions, carrier services, networking, and datacenter modernization. With expertise across multiple industries including finance, healthcare, public sector, and manufacturing, Blue Mantis tailors its services to fit the unique needs of its clients. Their aim is to drive digital transformation and foster innovation while prioritizing employee productivity and business growth. Blue Mantis also emphasizes the importance of creating modern workspaces and enhancing developer experiences. Their broad capabilities and strategic focus make them a valuable partner in navigating complex IT landscapes.

📋 Description

• Act as a technical escalation point of contact for assigned customers, fostering long-term strategic relationships. • Understand client’s business goals and technical environment to proactively guide and align IT solutions to their needs. • Regularly review system health reports, performance metrics, processes, and KPIs to provide insights and strategic recommendations. • Collaborate with internal support and engineering teams to ensure timely resolution of issues and seamless service delivery. • Communicate complex technical issues and solutions clearly to both technical and non-technical stakeholders. • Identify patterns in incidents and outages, propose improvements and drive long-term operational excellence. • Support event, incident, problem, and change management efforts for our 1 using ITIL best practices. • Coordinate root cause analysis and ensure timely follow-up with clients for major or recurring issues. • Monthly reporting to highlight KPIs and Metrics • Analyze data trends and present recommendations.

🎯 Requirements

• Historical experience managing and administering Windows Server environments • Strong knowledge of network device configuration and administration of Cisco routers/switches. • Understanding of cloud solutions on Microsoft Azure and AWS platforms, including hybrid environments. • Previous experience with virtualization technologies, including VMWare. • Proven success in a Technical Account Manager or customer-facing engineering role. • Capable of interpreting system metrics and translating them into meaningful, business-aligned actions. • Excellent communication and interpersonal skills; able to bridge the gap between business needs and technical solutions. • Strong presentation and documentation abilities. • Highly self-motivated, organized, and comfortable working both independently and collaboratively. • Strong hands-on skills in network, server, monitoring, and ticket management. Able to troubleshoot and resolve issues when additional resources are needed. • Experience with ITIL frameworks and driving adoption of best practices for incident, problem, and change management. • Ability to identify gaps, propose improvements, and facilitate continuous improvement initiatives. • Strong communication and interpersonal skills to interface with Blue Mantis and customer stakeholders, articulate value and manage expectations. • Cover critical events, including weekends, with the ability to coordinate with remote teams and provide leadership. • Capable of providing operational reports, ticket analysis, and recommendations for service improvement.