Service Delivery Lead - New York City

Role Overview

Blue Mantis is seeking a Service Delivery Lead to serve as a technical liaison and trusted advisor for a strategic client. You will own day-to-day customer engagement, lead service delivery coordination, oversee ITIL-based processes, and drive operational improvements using insights from metrics and system health.

Responsibilities

• Customer Engagement & Advocacy
  • Act as a technical escalation point and build long-term strategic relationships.
  • Understand client business goals and technical environments to guide IT solutions.
  • Review system health reports, performance metrics, KPIs, and recommend improvements.
• Service Delivery & Communication
  • Collaborate with internal support and engineering teams to ensure timely issue resolution.
  • Communicate complex technical topics clearly to technical and non-technical stakeholders.
  • Identify incident/outage patterns, propose improvements, and drive operational excellence.
• ITIL-Based Process Oversight
  • Support event, incident, problem, and change management using ITIL best practices.
  • Coordinate root-cause analysis and ensure timely follow-up for major/recurring issues.
• Reporting & Analytics
  • Produce monthly KPI and metrics reporting.
  • Analyze trends and present recommendations to improve service delivery.
• Game Day Coverage
  • Cover critical events (including weekends) and coordinate leadership with remote teams.

Requirements

• Enterprise IT foundation with strong understanding of IT infrastructure and operations.
• Hands-on experience managing/administrating Windows Server environments.
• Strong network device configuration/admin experience with Cisco routers/switches.
• Understanding of Microsoft Azure and AWS, including hybrid environments.
• Experience with VMware virtualization.
• Proven success in a Technical Account Manager or customer-facing engineering role.
• Ability to interpret system metrics and translate them into business-aligned actions.
• Strong communication, presentation, and documentation skills; able to bridge business and technical needs.

Nice-to-haves / Additional Signals

• ITIL framework experience and driving adoption of incident/problem/change management best practices.
• Operational improvement mindset (identify gaps, propose improvements, facilitate continuous improvement).
• Comfortable being hands-on when additional resources are needed (not the primary role).