Service Delivery Manager

Company Overview Milestone Technologies is a global IT managed services firm that partners with organizations to scale their technology, infrastructure and services to drive specific business outcomes such as digital transformation, innovation, and operational agility. Milestone is focused on building an employee-first, performance-based culture and for over 25 years, we have a demonstrated history of supporting category-defining enterprise clients that are growing ahead of the market. The company specializes in providing solutions across Application Services and Consulting, Digital Product Engineering, Digital Workplace Services, Private Cloud Services, AI/Automation, and ServiceNow. Milestone culture is built to provide a collaborative, inclusive environment that supports employees and empowers them to reach their full potential. Our seasoned professionals deliver services based on Milestone’s best practices and service delivery framework. By leveraging our vast knowledge base to execute initiatives, we deliver both short-term and long-term value to our clients and apply continuous service improvement to deliver transformational benefits to IT. With Intelligent Automation, Milestone helps businesses further accelerate their IT transformation. The result is a sharper focus on business objectives and a dramatic improvement in employee productivity. Through our key technology partnerships and our people-first approach, Milestone continues to deliver industry-leading innovation to our clients. With more than 3,000 employees serving over 200 companies worldwide, we are following our mission of revolutionizing the way IT is deployed. Job Overview 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 Compensation Estimated Pay Range: $120,000 to $135,000 + bonus + benefits Exact compensation and offers of employment are dependent on circumstances of each case and will be determined based on job-related knowledge, skills, experience, licenses or certifications, and location. Our Commitment to Diversity & Inclusion At Milestone we strive to create a workplace that reflects the communities we serve and work with, where we all feel empowered to bring our full, authentic selves to work. We know creating a diverse and inclusive culture that champions equity and belonging is not only the right thing to do for our employees but is also critical to our continued success. Milestone Technologies provides equal employment opportunity for all applicants and employees. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, gender, gender identity, marital status, age, disability, veteran status, sexual orientation, national origin, or any other category protected by applicable federal and state law, or local ordinance. Milestone also makes reasonable accommodations for disabled applicants and employees. We welcome the unique background, culture, experiences, knowledge, innovation, self-expression and perspectives you can bring to our global community. Our recruitment team is looking forward to meeting you. ***Notice to Job Seekers Regarding Impersonation and Fraudulent Job Offers*** It has come to our attention that unauthorized individuals and entities are impersonating Milestone Technologies, Inc. on various job boards/portals, specifically Naukri.com and Linkedin.com Please be advised of the following official Milestone Technologies recruitment policies: Official Communication Channels All legitimate email communications from our recruitment team will originate ONLY from the domains: @milestone.tech. We do not use generic email services (e.g. @gmail.com, @yahoo.com, @outlook.com) or unofficial third party messaging apps to conduct formal business. No Recruitment Fees Milestone Technologies never requests any form of payment, "security deposit", "laptop/equipment fee", or "processing fee" at any stage of the recruitment or onboarding process. Any request for money in exchange for an interview or job offer is a scam.