JDL Service Delivery Manager

JDL Service Delivery Manager

Remote Opportunity

Position Summary

We are seeking a highly organized and analytical Service Delivery Manager / Chief of Staff to support a large technology organization. The resource will provide operational governance, performance tracking, executive reporting and coordination across multiple technology services, projects and strategic initiatives. The role requires someone who can consolidate complex information, track metrics and commitments, identify risks and provide clear executive-level updates to senior leadership.

Key Responsibilities

• Track service performance, operational metrics, projects, milestones, risks, issues, dependencies and action items.
• Develop and maintain executive dashboards, scorecards, status reports and operational trackers.
• Prepare Monthly Business Reviews, Quarterly Business Reviews, leadership updates and executive presentations.
• Report on:
  • Service health and SLA performance
  • Incident trends, MTTD and MTTR
  • Vulnerability and remediation status
  • Project and milestone progress
  • MAPs, audit actions and RFIs
  • Resource capacity and skills coverage
  • Backlog, throughput and productivity
  • Financial performance and forecasts
  • Risks, dependencies and required decisions
• Consolidate updates from multiple technology teams and provide an overall view of portfolio health.
• Analyze trends, identify gaps and escalate risks requiring leadership attention.
• Maintain action, decision, risk and dependency logs and ensure timely follow-up.
• Coordinate operational reviews, governance meetings, leadership cadences and stakeholder communications.
• Create executive-ready presentations, briefing materials, talking points and status summaries.
• Partner with engineering, infrastructure, operations, security, application, product and business teams to resolve blockers.
• Establish consistent governance processes, reporting standards, templates and operating procedures.
• Support continuous improvement, operational transformation and service management initiatives.
• Drive accountability and follow-through across teams without direct authority.

Required Experience and Skills

• 8-12 years of experience in service delivery, technology operations, PMO, program management, portfolio management or Chief of Staff roles.
• Experience supporting large-scale technology, infrastructure, application, security or operations organizations.
• Strong experience with KPI tracking executive dashboards, operational scorecards and performance reporting.
• Demonstrated experience preparing business reviews and executive-level presentations.
• Proven ability to manage multiple projects, workstreams, risks, dependencies and action items.
• Ability to translate complex operational data into concise business insights and recommended actions.
• Strong analytical, organizational, communication, presentation and stakeholder-management skills.
• Ability to interact effectively with senior leadership and cross-functional teams.
• Advanced Microsoft PowerPoint and Excel skills.
• Experience with Power BI, Tableau, ServiceNow, Snowflake or similar reporting platforms.
• Strong attention to detail and commitment to data accuracy.
• Ability to work independently, manage competing priorities and bring structure to fast-moving environments.

Preferred Qualifications

• Bachelor s degree in information technology, Business Administration, Engineering or a related discipline.
• ITIL, PMP, PgMP, Lean Six Sigma or similar certification.
• Prior experience as Chief of Staff, Service Delivery Manager, PMO Lead or Operations Lead.
• Experience with audit, compliance, vulnerability management, remediation and regulatory reporting.
• Experience developing resource-capacity reports, skills heatmaps, portfolio dashboards and operational scorecards.
• Experience supporting infrastructure, cloud, cybersecurity, application or data operations.
• Familiarity with Agile, Waterfall, ITSM, DevOps and enterprise governance practices.

Key Success Measures

Success in this role will be measured by the individual s ability to:

• Provide leadership with accurate, timely, and actionable operational visibility.
• Improve tracking and closure of risks, issues, dependencies, and action items.
• Establish consistent governance and reporting across service areas.
• Identify trends and risks before they become business-impacting issues.
• Improve accountability and follow-through across delivery teams.
• Produce clear and compelling executive-level business reviews.
• Support informed decision-making through reliable metrics and insights.
• Improve service quality, operational efficiency, and stakeholder confidence.