Service Delivery Manager

Overview We are seeking an experienced, hands-on Service Delivery Manager to provide operational leadership for a Technical Operations team supporting media workflows and content operations. This role partners closely with technical leadership, project managers, and business stakeholders to balance operational support with project-based initiatives. The Service Delivery Manager will own operational work intake, prioritization, workload coordination, stakeholder communication, and service performance across business-critical media systems and applications. Acting as the operational hub of the team, this individual will drive work from intake through resolution, balance team capacity, coordinate escalations, establish service visibility, and ensure accountability for timely execution. Key Responsibilities Service Delivery & Operations Management Own the intake, triage, prioritization, assignment, and tracking of operational requests, incidents, and support work. Balance operational workloads across team members based on business impact, urgency, skills, and capacity. Monitor work queues and identify bottlenecks, capacity constraints, and escalation risks. Drive cross-functional resolution of operational issues while maintaining clear ownership and communication. Coordinate support activities across media asset management, scheduling, workflow, and content operations platforms. Manage vendor and partner escalations to ensure timely resolution and stakeholder alignment. Stakeholder Communication Serve as the primary liaison between Technical Operations, project teams, and business stakeholders. Manage expectations around priorities, timelines, and service levels. Communicate status updates, risks, delays, and resolution plans effectively. Facilitate discussions around competing priorities and operational challenges. Escalate critical issues and unresolved risks as needed. Workload & Resource Management Maintain visibility into team capacity, workload, and operational commitments. Coordinate assignments to maximize resource utilization and efficiency. Identify resource gaps, workload imbalances, and operational risks. Support prioritization decisions when demand exceeds capacity. Project & Operational Alignment Partner closely with project teams to align operational support activities and project work. Protect service levels by helping balance operational responsibilities with project demands. Participate in release planning, readiness reviews, support planning, and post-implementation activities. Identify dependencies and resource conflicts and facilitate resolution. Process Improvement Analyze operational trends and recurring issues. Recommend improvements to workflows, triage processes, and service delivery practices. Maintain reporting around queue health, capacity, service levels, aging work, and escalation trends. Lead service reviews focused on improving quality, accountability, and team effectiveness. Required Experience 5+ years of experience in Service Delivery, IT Operations, Technical Support Management, or a related function. Experience managing service requests, ticket queues, incidents, and escalations. Proven ability to prioritize competing demands in a fast-paced environment. Experience coordinating technical resources and operational workloads. Strong stakeholder management and communication skills. Experience with ticketing and work management platforms such as Jira, Halo, ServiceNow, or similar tools. Preferred Experience Experience supporting media operations, content supply chains, media asset management, broadcast operations, post-production workflows, digital content distribution, or related media technology environments. Experience supporting technical operations, infrastructure, systems administration, or enterprise application teams. Familiarity with: Dalet Flex Xytech Media Asset Management (MAM) systems Workflow orchestration platforms Content distribution and scheduling systems Knowledge of ITIL service management principles. Experience developing operational KPIs, service metrics, and reporting. Experience balancing operational support responsibilities with project delivery initiatives. Key Skills Service Delivery Management Resource & Capacity Planning Stakeholder Communication Incident & Escalation Management Operations Management Media Asset Management (MAM) Content Operations Workflow Management Jira, Halo, ServiceNow, or similar ticketing platforms Dalet Flex Xytech Vendor Management Process Improvement Success in the Role Operational work is prioritized and assigned effectively. Stakeholders have visibility into progress, timelines, and risks. Escalations are proactively managed and resolved. Service levels improve through stronger coordination, communication, and accountability. Technical teams are able to focus on execution rather than operational triage and prioritization. Job Type & Location This is a Contract position based out of Studio City, CA. Pay and Benefits The pay range for this position is $45.00 - $70.00/hr. Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors. Eligibility requirements apply to some benefits and may depend on your jobclassification and length of employment. Benefits are subject to change and may besubject to specific elections, plan, or program terms. If eligible, the benefitsavailable for this temporary role may include the following:Medical, dental & visionCritical Illness, Accident, and Hospital401(k) Retirement Plan Pre-tax and Roth post-tax contributions availableLife Insurance (Voluntary Life & AD&D for the employee and dependents)Short and long-term disabilityHealth Spending Account (HSA)Transportation benefitsEmployee Assistance ProgramTime Off/Leave (PTO, Vacation or Sick Leave) Job Type & Location This is a Contract position based out of Studio City, CA. Application Deadline This position is anticipated to close on Oct 27, 2026. Workplace Type This is a fully remote position. About TEKsystems We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company. The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law. About TEKsystems and TEKsystems Global Services Were a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. Were a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. Were strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. Were building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com. The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law. San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records. Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability. Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools. #J-18808-Ljbffr TEKsystems