Service Delivery Lead - New York City

Description

Be Part of the Team Behind the Game
Are you ready to bring your network expertise to the global stage of one of the biggest professional sports leagues in the US? Blue Mantis is seeking a highly skilled, versatile, strategic, and customer-focused Service Delivery Lead, with a strong foundation in enterprise IT systems to join our team. This role is responsible for serving as the technical liaison and trusted advisor for a strategic client.

Key Responsibilities

• Customer Engagement & Advocacy
  Act as a technical escalation point of contact for assigned customers, fostering long-term strategic relationships.
  Understand client’s business goals and technical environment to proactively guide and align IT solutions to their needs.
  Regularly review system health reports, performance metrics, processes, and KPIs to provide insights and strategic recommendations.
• Service Delivery & Communication
  Collaborate with internal support and engineering teams to ensure timely resolution of issues and seamless service delivery.
  Communicate complex technical issues and solutions clearly to both technical and non-technical stakeholders.
  Identify patterns in incidents and outages, propose improvements and drive long-term operational excellence.
• ITIL-Based Process Oversight
  Support event, incident, problem, and change management efforts for our 1 using ITIL best practices.
  Coordinate root cause analysis and ensure timely follow-up with clients for major or recurring issues.
  Monthly reporting to highlight KPIs and Metrics
  Analyze data trends and present recommendations

Skills, Knowledge and Expertise

• Technical Expertise
  Historical experience managing and administering Windows Server environments
  Strong knowledge of network device configuration and administration of Cisco routers/switches
  Understanding of cloud solutions on Microsoft Azure and AWS platforms, including hybrid environments
  Previous experience with virtualization technologies, including VMWare
• Customer-Facing And Strategic Skills
  Proven success in a Technical Account Manager or customer-facing engineering role
  Capable of interpreting system metrics and translating them into meaningful, business-aligned actions
• Soft Skills
  Excellent communication and interpersonal skills; able to bridge the gap between business needs and technical solutions
  Strong presentation and documentation abilities
  Highly self-motivated, organized, and comfortable working both independently and collaboratively
• Leadership & Team Coordination
  Technical Expertise: Strong hands-on skills in network, server, monitoring, and ticket management
  Able to troubleshoot and resolve issues when additional resources are needed
• Process & Standards Implementation
  Experience with ITIL frameworks and driving adoption of best practices for incident, problem, and change management
• Operational Improvement Mindset
  Ability to identify gaps, propose improvements, and facilitate continuous improvement initiatives
• Stakeholder Management
  Strong communication and interpersonal skills to interface with Blue Mantis and customer stakeholders, articulate value and manage expectations
• Game Day Coverage
  Cover critical events, including weekends, with the ability to coordinate with remote teams and provide leadership
• Reporting & Analytics
  Capable of providing operational reports, ticket analysis, and recommendations for service improvement

Compensation

This range is based on our market pay structures. However, individual salaries and hourly pay rates are determined by a variety of factors including, but not limited to business considerations, local market conditions, and internal equity, as well as candidate qualifications, such as skills, education, and experience.