Service Delivery Manager

WHAT YOU WILL DO

We are seeking an experience Service Delivery Manager to support our client’s new office fit-out in Raleigh. This individual will oversee the planning, coordination, and delivery of all IT, AV, and workplace technology components, ensuring seamless integration across event spaces, meeting rooms, and desk environments. Acting as the primary liaison between vendors, contractors, and internal stakeholders, this role will provide structured oversight of technical workstreams to ensure the program is delivered on time, within budget, and to the highest standard. The successful candidate will be a self-starter, combining proven project leadership with strong technical understanding, managing multiple infrastructure streams while maintaining close communication with both local teams and EMEA-based leadership. They will ensure compliance with local regulations, building requirements, and company IT standards to deliver a reliable and future-ready workplace environment.

KEY RESPONSIBILITIES

• Serve as the primary onsite point of contact for the client, ensuring alignment between project delivery activities and business objectives
• Lead, manage, and develop a remote team of Project Managers, including performance management, coaching, and professional development
• Oversee project delivery performance across all active engagements, ensuring adherence to scope, timelines, budgets, and quality standards
• Maintain oversight of project workflows, governance processes, and communication channels to ensure operational consistency and efficiency
• Facilitate regular service and delivery reviews with the client, including operational updates, SLA reviews, and continuous improvement discussions
• Analyze delivery trends, forecast resource needs, and make data-driven decisions to improve project outcomes and team performance
• Manage service-related financial reporting, including project financial health, forecasting, and budget adherence
• Support resource planning, including leave management, workload balancing, and capacity forecasting for the project management team
• Partner with internal HR and operational excellence teams on personnel matters, onboarding, and process improvements
• Ensure new project managers receive a structured onboarding experience, including introductions to client stakeholders, delivery frameworks, and role expectations
• Drive a culture of accountability, collaboration, and continuous improvement across the project management function

ESSENTIAL CRITERIA

• Minimum of 5 years’ experience managing and developing project management or service delivery teams
• Strong background in project delivery governance, including SLAs, service reviews, QBRs, and escalation processes
• Proven ability to lead distributed or remote teams while maintaining high performance and strong communication
• Experience overseeing multiple concurrent projects with varying complexity and risk profiles
• Strong analytical and forecasting skills, with a data-driven approach to decision-making
• Excellent communication, influencing, and stakeholder-management abilities
• Demonstrated experience improving delivery processes, workflows, or methodologies
• Highly organized, self-motivated, and able to manage sensitive information with discretion
• Proven track record of delivering high-quality services that exceed customer expectations
• Solid understanding of service management principles and project delivery frameworks

DESIRABLE CRITERIA

• Experience in IT, technology, or enterprise service environments is beneficial
• Ability to work in a fast-paced, client-facing environment with shifting priorities
• Occasional travel may be required for team meetings or client engagements

PAY RANGE

The EOS pay range for this job is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, experience, education, knowledge, skills, and abilities, as well as internal equity, market data, or other laws.