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.

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.

Service Delivery Manager – Project Management, Professional Services

Key skills