Service Delivery Manager

Job Title : Service Delivery Manager

Location :1003 US-202, Raritan, NJ 08869(Hybrid 3-4 days onsite)

Duration : 12 Months

Job Description:

We are seeking an experienced Service Delivery Manager to lead a team supporting security-focused managed services for a major enterprise environment. This role is ideal for a people-driven leader who excels in operational delivery, client partnership, and guiding teams through complex, fast-paced work. Based primarily in Raritan, New Jersey, this position plays a key part in ensuring our delivery teams meet expectations, follow established IAM and PAM processes, and provide a consistently high-quality service experience. If you thrive in a role where strong leadership, coordination, and service excellence matter, this is an opportunity to make a meaningful impact.

Required Skills -

Service Delivery Management, cybersecurity-managed services environments, ITIL, Six Sigma

Job Duties -

The Service Delivery Manager (SDM) is responsible for leading and supporting a team that delivers managed services within a client-directed Security environment. This role ensures service excellence through effective team oversight, contract adherence, operational consistency, and strong client partnership. The SDM provides day-to-day leadership, drives continuous improvement, and ensures that delivery teams follow the client's established IAM and PAM processes. While the client defines the technical direction and workflows, the SDM ensures high-quality execution, clear communication, and a positive service experience.

Client Engagement & Relationship Management

Serve as the primary point of contact for assigned client engagements

Ensure compliance with contract terms, SLAs, and SOWs

Lead and participate in quarterly business reviews and operational discussions

Identify and escalate risks, scope changes, and service issues to the Delivery Director

Align and communicate continuous improvement initiatives with clients and internal teams

Provide weekly status reports and updates to clients and internal leadership

Drive client satisfaction through proactive issue resolution

Security Oversight & Delivery Coordination

Ensure delivery teams consistently follow client-defined IAM and PAM workflows, controls, and operational procedures

Act as the liaison between the client's security/IAM leads and the Randstad delivery team

Service Delivery & Operations Management

Ensure adherence to all delivery methodologies, processes, and reporting structures

Evaluate and optimize processes to improve service quality, productivity, and efficiency

Develop and maintain reporting, metrics, and operational dashboards

Manage operational budgets, overtime, and cost-of-service alignment

Analyze operational trends and identify opportunities for improvement

Ensure compliance with all delivery procedures and client-specific expectations

Financial & Business Management

Monitor project financials and ensure alignment with budget parameters

Identify and report potential fluctuations in service demand, costs, or revenue

Support growth opportunities within existing client engagements

Participate in planning and execution of service delivery projects as assigned

Team Leadership & Staff Development

Supervise, coach, and mentor 25+ team members across multiple locations

Conduct performance reviews and provide development-focused feedback

Support training, certification, and career progression for delivery staff

Foster a collaborative, high-performing work environment

Oversee onboarding, orientation, and ongoing training

Manage personnel issues, enforce standards, and coordinate with HR as needed

Participate in hiring, evaluating, and recommending staffing actions

Quality Assurance & Continuous Improvement

Ensure consistent adherence to service quality standards and contractual obligations

Review critical deliverables impacting client satisfaction

Implement and track continuous improvement plans and quality milestones

Maintain a strong internal knowledge base and governance documentation

Drive process optimization initiatives aligned with ITIL, Six Sigma, or HDI best practices

Technical & Administrative Competencies

Maintain operational understanding of IAM/PAM platforms used by the delivery team

Utilize ticketing systems, reporting tools, and performance metrics effectively

Job Requirements -

BS/BA degree required

5+ years of Service Delivery Management experience, specifically within IAM or cybersecurity-managed services environments

Technical Knowledge: Working understanding of IAM and PAM concepts and familiarity with platforms such as BeyondTrust, SAP GRC, and One Identity

Strong governance skills, including defining and managing SLAs/KPIs and presenting operational results to executive leadership

Desired Skills & Experience

- ITIL or Six Sigma certification preferred

Experience managing vendor transitions, rebadging efforts, and knowledge transfer programs