Service Delivery Manager

We are looking for a dynamic Service Delivery Manager to oversee the end-to-end delivery of IT services to our clients. You will be responsible for ensuring that services are delivered efficiently, meet service level agreements (SLAs), and exceed client expectations. This role requires strong leadership, excellent communication skills, and a solid understanding of IT service management (ITSM) processes.

· Service Delivery Oversight: Ensure the delivery of high-quality IT services by managing all service operations, ensuring alignment with SLAs and client expectations.

· Client Relationship Management: Serve as the primary point of contact for clients, ensuring excellent communication, understanding client needs, and managing client expectations.

· Incident & Problem Management: Oversee and improve incident response processes, ensuring timely resolution and mitigation of recurring issues.

· Change Management: Work closely with teams to manage changes to services, including new implementations, upgrades, and decommissioning.

· Team Leadership: Lead, mentor, and manage a team of service delivery personnel, providing guidance, performance reviews, and career development support.

· Service Improvement: Analyze service performance metrics and customer feedback, identify opportunities for service improvement, and implement plans to enhance service delivery processes.

· Reporting: Provide regular reports to clients and senior management on service performance, SLAs, incident resolution, and areas for improvement.

· Resource Management: Ensure the proper allocation of resources for delivering services, including staffing, hardware, and software.

· Collaboration: Partner with IT, software development, infrastructure, and other departments to ensure seamless service delivery and to resolve cross-functional issues effectively.

· Risk & Compliance Management: Ensure services are delivered in line with company compliance requirements and industry regulations, managing risks associated with service delivery.

· Bachelor’s degree in Information Technology, Business Management, or a related field (or equivalent work experience).

· 5+ years of experience in IT service delivery, operations, or related areas.

· Proven experience in managing IT services within a multi-site and/or multi-client environment.

· Strong understanding of IT service management (ITSM) frameworks such as ITIL.

· Experience managing SLAs, KPIs, and other performance metrics related to IT service delivery.

· Working knowledge of endpoint troubleshooting, networking troubleshooting, and hardware/software issues.

· Demonstrated ability to lead teams and manage personnel in a service delivery or operations context.

· Excellent client management and communication skills, with the ability to work directly with clients and senior management.

· Strong problem-solving skills and the ability to identify, diagnose, and resolve service-related issues effectively.

· ITIL certification or other relevant service management certifications.

· Experience working in Managed Service Provider (MSP) environments.

· Experience with cloud service management (AWS, Azure) and managing third-party vendors.

· Experience with service automation and orchestration tools to streamline operations.

· Familiarity with project management methodologies like Agile or Scrum.

Additional Information:

Compensation bands are determined by role, level, location, and alignment with market data. Individual level and base pay is determined on a case-by-case basis and may vary based on job-related skills, education, experience, technical capabilities and internal equity. In addition to base salary, for full-time hires, you may also be eligible for long-term incentives, in the form of stock options, and access to medical, vision & dental coverage as well as access to a 401(k) retirement plan.


To conform to U.S. Government space technology export regulations, including the International Traffic in Arms Regulations (ITAR) you must be a U.S. citizen, lawful permanent resident of the U.S., protected individual as defined by 8 U.S.C. 1324b(a)(3), or eligible to obtain the required authorizations from the U.S. Department of State. Learn more about the ITAR here.  

Impulse Space is an Equal Opportunity Employer; employment with Impulse Space is governed on the basis of merit, competence and qualifications and will not be influenced in any manner by race, color, religion, gender, national origin/ethnicity, veteran status, disability status, age, sexual orientation, gender identity, marital status, mental or physical disability or any other legally protected status.