Service Delivery Manager (Remote)

Role Overview

The Service Delivery Manager (SDM) ensures successful delivery of Trace3 Managed Service solutions for both new and existing clients. You will act as the primary liaison between customers and Trace3 delivery teams, driving performance against Managed Service Agreement expectations.

Responsibilities

Onboarding & Service Delivery

• Participate in creation and delivery of new agreements and change requests.
• Verify scope aligns with customer business goals (including scope, budget, and timelines).
• Align internal/external resources to meet agreement objectives.
• Work with finance/accounting to validate financials.
• For existing clients, draft addendums and change requests.
• Proactively analyze service requests (including base scope, value-add services, and Day 2/out-of-scope requests).

Service Delivery Management

• Serve as the point of contact between customers and Trace3 account/delivery teams.
• Manage escalation for critical events, including root cause analysis ownership.
• Maintain expert understanding of managed service solutions and delivery options.
• Review and recommend on budget alignment (planned vs. actual spend).
• Participate in structuring addendums, change requests, and contract renewals.
• Lead regular stakeholder cadence meetings aligned to customer objectives.
• Review and update reporting requirements and monthly performance metrics.
• Coordinate monthly reporting metrics and review current activity with customers; address concerns and action items.

Collaboration with Sales

• Work closely with Sales to understand client business objectives and how Managed Services support desired outcomes.

Requirements

• Experience managing delivery of Managed Services and ensuring performance against agreed service KPIs/expectations.
• Ability to coordinate with both customers and technical delivery teams.
• Strong escalation and problem-solving skills, including ownership of root-cause analysis.
• Understanding of contract/change/addendum processes and service delivery governance.

Nice-to-haves

• Familiarity with service request lifecycle (e.g., Day 2 operations), reporting cadence, and budget management in a services environment.