Service Delivery Manager

Responsibilities

• Own and manage the overall service relationship between the customer and service delivery teams
• Monitor day-to-day service operations and ensure compliance with agreed SLAs and contractual commitments
• Act as the primary escalation point for service-related issues and operational challenges
• Manage the operational delivery of enterprise Video Conferencing, Unified Communications (UC), and Collaboration Services
• Coordinate AV, Collaboration, Networking, and Operations teams to resolve conferencing-related incidents
• Lead Monthly Service Reviews (MSRs) and Quarterly Business Reviews (QBRs)
• Drive continual service improvement (CSI) initiatives and operational efficiency
• Govern ITIL processes including Incident, Problem, Change, and Asset Management
• Maintain operational procedures and customer-specific service documentation

Requirements

• Minimum 5+ years of Service Delivery Management, IT Operations Management, or IT Service Management experience
• Strong knowledge of ITIL Service Management processes and best practices
• Recent hands-on experience supporting enterprise Video Conferencing, Unified Communications (UC), and Collaboration Services
• Proven experience managing SLAs, KPIs, and operational reporting
• Experience managing enterprise AV and conferencing operations within a Managed Services or Enterprise IT environment
• Bachelor's degree in IT, Business Administration, Telecommunications, or equivalent experience
• Exceptional stakeholder management and communication skills

Preferred Qualifications

• ITIL Foundation, Practitioner, or Intermediate Certification
• Strong knowledge of Zoom Workplace, Microsoft Teams, and Cisco Webex
• Experience with Poly, Crestron, Logitech Rally Systems, and Neat Devices
• Knowledge of SIP, H.323, VoIP, and enterprise collaboration infrastructure
• Experience with ServiceNow or similar ITSM platforms
• Experience working within a VNOC or Collaboration Operations environment
• PMP or PRINCE2 certifications

About the Company

New Era Technology is a global team of over 3,000 professionals committed to securely connecting people, places, and information with end-to-end technology solutions at scale.