Remote opportunity•Posted 9/20/2026, 5:46:17 AM
A
AV Staffing Solutions
Service Delivery Manager Full-Time/ Remote
Remote•Remote
Full-timeRemoteUSD 77,517 - 90,000remotejobsorg
Customer Supportremotejobs.orgbenefits
About this role
This is a remote position. Service Delivery Manager Full-Time/ RemoteSalary: $77,517 - $90,000 annually + bonusCandidates in theEastern or Central Time Zone (ET/CT) are preferred. Position SummaryWe are seeking an experienced Service Delivery Manager (SDM)to serve as the primary customer success and service delivery leader for assigned Managed Services clients.This role is responsible for customer relationships, service performance, governance, escalations, billing, and continuous improvement, while helping customers realize maximum value from their Managed Services partnership. Key Responsibilities
- Serve as the primary operational relationship owner and trusted partner for assigned Managed Services customers.
- Build strong relationships with executive sponsors, business stakeholders, and operational leaders.
- Monitor service performance and SLAs, identify risks, and drive service improvement initiatives.
- Lead Monthly and Quarterly Business Reviews, executive governance meetings, and customer performance discussions.
- Manage major customer escalations, incidents, Root Cause Analyses (RCAs), and corrective action plans.
- Coordinate cross-functional teams including Service Desk, NOC, Security Operations, Solution Architects, Professional Services, Sales, and Customer Success.
- Support customer onboarding, service integrations, expansions, and other major initiatives.
- Ensure accurate monthly billing and tracking of time-and-materials activities.
- Support customer retention, renewals, service enhancements, and long-term account growth. Qualifications
- 10 years of experience in IT infrastructure management and/or vendor management.
- 3+ years in a customer-facing leadership role responsible for strategic relationships and service outcomes.
- Experience leading executive-level customer engagements, governance programs, escalations, and service improvement initiatives.
- Strong understanding of Managed Services operations and IT Service Management principles. Ability to translate technical and operational information into business-focused recommendations.
Posting details
Remote
Yes
Employment type
Full-time
Workplace type
Remote
Source
remotejobsorg
First seen
9/20/2026, 8:10:25 AM
Last seen
9/20/2026, 8:10:25 AM