Service Delivery Manager

Join New Era Technology, where People First is at the heart of everything we do. With a global team of over 3,000 professionals, we're committed to creating a workplace where everyone feels valued, empowered, and inspired to grow. Our mission is to securely connect people, places, and information with end-to-end technology solutions at scale. At New Era, you'll join a team-oriented culture that prioritizes your personal and professional development. Work alongside industry-certified experts, access continuous training, and enjoy competitive benefits. Guided by our core attributes — putting people first, embracing continuous learning, and thriving through collaboration and inclusion — we nurture our people to deliver exceptional customer service. New Era Technology offers: Full Benefits Medical Vision 401(k) match Flexible Time Off (FTO)

SUMMARY:

The Service Delivery Manager is responsible for the successful execution and operational delivery of projects and programs assigned to them. This role provides leadership and oversight for a team of Technical Coordination Managers, Coordination Managers, Project Coordinators, and Service Coordinators to ensure consistent execution of project/program processes, customer satisfaction, financial performance, and delivery quality across a portfolio of projects and programs. The Service Delivery Manager serves as the primary leadership point of contact for assigned customers, internal stakeholders, and delivery teams. The role is responsible for driving operational excellence, managing escalations, supporting resource planning, developing team capabilities, and ensuring projects are delivered in accordance with contractual commitments and organizational standards.

PRIMARY DUTIES:

Include, but are not limited to: Lead and manage a team responsible for project and/or program delivery. Provide coaching, mentoring, performance management, and professional development opportunities for assigned team members. Maintain accountability for project delivery performance, customer satisfaction, schedule adherence, and financial outcomes across the assigned portfolio. Drive consistency in project execution, documentation, communications, and reporting standards. Partner with internal stakeholders, vendors, and customer stakeholders to ensure successful project delivery. Monitor portfolio health through review of project schedules, risks, issues, dependencies, budgets, and resource utilization. Support forecasting, workload balancing, and resource planning activities across the program. Identify and mitigate delivery risks while ensuring timely escalation of critical issues. Ensure compliance with established project governance, quality standards, contractual requirements, and company policies. Develop and implement process improvements to increase efficiency, quality, and customer satisfaction. Review project metrics and key performance indicators to identify trends, opportunities, and corrective actions. Support continuous improvement initiatives, lessons learned activities, and operational best practices. Collaborate with leadership on strategic planning, staffing requirements, and program expansion initiatives. Assist with onboarding, training, and development of new employees.

COMPETENCIES & KEY SKILLS

Strong leadership and people management skills. Advanced stakeholder and customer relationship management capabilities. Excellent verbal, written, and presentation communication skills. Strong organizational and portfolio management abilities. Ability to effectively prioritize work across multiple projects, programs, and resources. Strong analytical, problem-solving, and decision-making skills. Financial management, budgeting, and forecasting experience. Risk management and escalation management expertise. Ability to lead through change and drive continuous improvement initiatives. High attention to detail with strong quality management focus. Working knowledge of structured cabling, networking, physical security, and technology deployment projects preferred.

REQUIRED EDUCATION & EXPERIENCE:

Bachelor's Degree or equivalent work experience. Minimum 5 years of experience managing projects, programs, or service delivery operations. Minimum 3 years of leadership experience managing project delivery personnel. Experience supporting large-scale enterprise customer programs. Experience managing project financials, forecasting, budgeting, and resource planning. Proficiency with Microsoft 365 applications and project management tools

PHYSICAL DEMANDS:

Regular use of hands and fingers to operate a computer, keyboard, mouse, and other office equipment, including repetitive motions such as typing, scrolling, and mouse use. Ability to communicate effectively and understand verbal communication in person, by telephone, and through video conferencing or other remote communication tools. Ability to view and read information on computer screens and printed materials, including the ability to adjust focus. The position requires prolonged periods of computer use and viewing a computer screen.

WORK ENVIRONMENT:

EXPECTED HOURS OF WORK:

Full-time, 40 hours per week. Additional hours may be required during peak project periods or critical customer initiatives.

TRAVEL:

Travel expectations up to 20%. ADA Statement An individual must be able to perform the essential functions of the position, with or without reasonable accommodation. The requirements outlined in this job description are representative of the knowledge, skills, abilities, and other qualifications necessary to successfully perform the essential functions of the position. Reasonable accommodations will be provided to qualified individuals with disabilities in accordance with applicable law. This job description is intended to describe the general nature and level of work performed and is not an exhaustive list of all duties, responsibilities, or requirements of the position. Duties and responsibilities may be modified, added, or reassigned based on business needs. EEO/AA Statement New Era Technology is an Equal Opportunity Employer and is committed to providing equal employment opportunities to all employees and applicants. Employment decisions are made without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, disability, genetic information, protected veteran status, or any other characteristic protected by applicable federal, state, or local law. This commitment applies to all aspects of employment, including recruitment, hiring, placement, promotion, compensation, benefits, training, transfer, leaves of absence, discipline, termination, layoff, recall, and other terms and conditions of employment. Below is the pay range of this position for considered candidates based on qualifications and experience. Pay Range

$75,000 - $85,000 USD

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