Service Delivery Manager

Milestone Technologies is looking for a Service Delivery Manager (SDM) with experience owning end-to-end delivery of Digital Workplace Services (DWS) for enterprise clients. This role serves as the primary delivery leader for one or more marquee accounts, ensuring services are delivered within scope, on time, within budget, and to contractual SLA/XLA commitments.

The SDM leads day-to-day operations across IT service desk, onsite/deskside support, AV/video conferencing, IT asset management, and end-user experience programs, while acting as the trusted advisor to client stakeholders. This position blends operational excellence (ITIL-based service management, continual service improvement) with commercial and relationship ownership (P&L management, governance, growth), and leverages both traditional and agile practices to keep delivery teams focused on measurable value and an exceptional employee experience for the client''''s workforce.

This role can be geographically based anywhere in the Mountain or Central time zones in the U.S.

Responsibilities

• Owns end-to-end service delivery for assigned Digital Workplace Services accounts, serving as the primary escalation point and delivery leader for the client relationship
• Ensures contractual obligations are met or exceeded, managing performance against SLAs, XLAs, KPIs, and CSAT/NPS targets across service desk, deskside, AV, and asset management towers
• Leads account governance: prepares and delivers weekly/monthly operational reviews and Quarterly Business Reviews (QBRs) with client leadership, translating operational metrics into business outcomes
• Manages account financials, including revenue forecasting, margin tracking, invoicing accuracy, resource cost management, and identification of efficiency and automation opportunities
• Builds and maintains strong, senior-level client relationships; anticipates client needs and identifies organic growth and service expansion opportunities in partnership with Sales and Solutions teams
• Leads, coaches, and develops distributed delivery teams (team leads, supervisors, technicians, service desk agents) across multiple geographies and time zones, including hiring, performance management, and succession planning
• Drives Digital Employee Experience (DEX) improvements, leveraging experience data, sentiment, and telemetry to move beyond ticket metrics toward proactive, experience-led support
• Establishes and matures ITIL-aligned processes (incident, request, problem, change, knowledge, and asset management) and ensures documented runbooks, SOPs, and knowledge articles are current and adopted
• Leads service transitions, transformations, and continual service improvement (CSI) initiatives, including automation, shift-left, self-service adoption, and AI-enabled support
• Manages workforce planning and resource allocation, including staffing models, shift coverage, seasonal demand, and backfill strategies to protect service continuity
• Oversees third-party vendors and field services partners supporting the account, ensuring quality and cost alignment
• Aggregates account-level status into portfolio-level risks, assumptions, and interdependencies; reports delivery health to program leadership and executive stakeholders
• Manages change requests, scope adjustments, and SOW amendments in line with contract change management processes
• Ensures effective communication, collaboration, and engagement across internal teams, client IT organizations, and cross-functional stakeholders
• Champions a culture of accountability: sets clear expectations for self and team and takes appropriate action to ensure commitments are met

Qualifications

• Minimum 10 years of experience as a Service Delivery Manager, Account Delivery Manager, or Program Manager in IT managed services, with direct ownership of Digital Workplace / End-User Services delivery
• Proven track record delivering IT services for large, demanding enterprise clients
• Demonstrated experience managing to SLAs and XLAs, with the ability to design scorecards, analyze operational data, and drive measurable service improvements
• Strong working knowledge of ITIL/ITSM frameworks (ITIL v4 certification preferred) across incident, request, problem, change, knowledge, and asset management
• Proficiency managing account P&L or account-level financials: forecasting, margin management, and cost optimization (>$5M ACV)
• Experience leading distributed, multi-site, and global teams (onshore/offshore), including people leadership responsibilities for 15+ team members
• Familiarity with Digital Employee Experience (DEX) platforms (e.g., Nexthink, Lakeside)
• Working knowledge of ServiceNow, Jira or Zendesk and experience building reporting from ITSM data
• Experience leading service transitions, in-sourcing/out-sourcing transitions, or new account ramp-ups
• Excellent executive communication and presentation skills; comfortable presenting QBRs to VP/C-level client stakeholders
• Proficiency with Google Workspace and/or Microsoft 365 collaboration suites
• Bachelor''''s degree, preferably in a technical or business field (CompSci, MIS, Engineering, Business); relevant certifications (ITIL, PMP, HDI) a plus

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