Senior Service Delivery Manager

🔥 12 hours ago

🇺🇸 United States – Remote

⏳ Contract/Temporary

🟠 Senior

👔 Manager

👻 Ghost score 12%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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GBH

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2005

💼 Consulting

📣 Marketing

📦 Logistics

Consulting • Marketing • Logistics

GBH is a trusted provider of board-level virtual Chief Technology Officer (vCTO) and virtual Chief Information Officer (vCIO) services, helping businesses create and execute impactful growth strategies. Their team includes talented UX researchers and designers who specialize in transforming ideas into world-class digital products. GBH also offers engineering resources and IT managed services, providing essential IT support, cybersecurity, and business continuity solutions. With over 18 years of experience and a commitment to sustainable business growth, GBH partners with companies to navigate complex challenges and achieve strategic goals effectively.

📋 Description

• Oversee the full lifecycle of projects from initiation and planning through execution, regulation, and closure • Ensure delivery against agreed scope, timelines, quality, and budget standards • Act as the main point of contact for client expectations • Coordinate escalations and guide project operations across multiple engagements • Manage customer expectations throughout service delivery • Own objectives and ensure continuous delivery of value to clients • Oversee teams for high performance and alignment with project and client goals • Drive continuous improvement in service delivery and operational excellence • Orchestrate end-to-end service delivery management while maintaining high-performing teams and client satisfaction • Define priorities, conduct project planning, coordinate across disciplines and departments, and manage releases • Manage major incidents, coordinate resolution, communicate with stakeholders, and lead post-incident reviews • Monitor, control, and support service delivery while ensuring adherence to systems, methodologies, and procedures • Champion service and support in projects, minimizing service impacts • Ensure service quality and performance, including future growth and demand in capacity planning • Identify and lead continuous improvement initiatives for customer and internal processes • Mentor, train, set targets, and manage staff performance • Foster collaboration across technical and non-technical stakeholders to achieve high-quality project goals

🎯 Requirements

• Bachelor’s degree in Computer Science, Software Engineering, Industrial Engineering, or equivalent • 5+ years of project management experience • Experience with SDLC and application of Agile frameworks • Schedule requirements: EST plus occasional early-Australia overlap to coordinate with AU-based teams; no permanent overlap requirement • CSM and/or CSPO Certifications (a plus) • Master’s degree in Business Administration, Project Management, or Service Management (a plus) • Experience in technology services (a plus) • ISO 20000 (ITSM) readiness (a plus) • CAPM/PMP certification (a plus) • Passion for process improvement • Excellent leadership and people management skills • Strong conflict management skills • Outstanding verbal and written communication skills • Willingness to support and mentor junior staff • Excellent customer service and client-facing skills • Ability to work under pressure and meet deadlines • Flexibility to work in shifts and outside regular business hours • Strong organizational skills • Ability to handle confidential and sensitive information • Self-discipline and accountability • Ability to manage and prioritize tasks and time efficiently • Initiative and a proactive mindset

🏖️ Benefits

• Empowering, friendly, fast-paced, and inclusive work environment • Open and empathetic culture promoting team growth • Learning and development opportunities • Competitive, unbiased, and fair rewards • Flexible working opportunities • Family-friendly policies • Ability to manage your own time