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WiFi- Service Delivery Manager

Savvyan Technologies

Columbus, Ohio • Today

Easy Apply

Contract

Depends on Experience

IT Service Delivery Manager - API Platform, Developer Portal & Emerging AI Gateway - Sr.

Huntington Bank

Columbus, Ohio • Today

Full-time

USD 93,000.00 - 189,000.00 per year

ITSM Service Delivery Manager

ICS Global Soft, Inc.

Remote • Today

Easy Apply

Full-time

Depends on Experience

JDL Service Delivery Manager

Comprehensive Resources Inc.

Remote • Today

Easy Apply

Full-time, Part-time, Contract, Third Party

SAP Customer Delivery Manager

MAK Technologies, LLC

Remote • 3d ago

Easy Apply

Contract

Depends on Experience

Software Development Manager

AmeriSave Mortgage Corporation

Remote • Today

Full-time

USD 150,000.00 - 210,000.00 per year

Job Details

Skills

Operations
CX
Telemetry
Design
Compliance
DAS

Summary

Role summary
We are seeking a Service Delivery Manager to run the day-to-day governance of the Wi-Fi delivery team and serve as the weekly point of interlock with the Client’s touchpoints. You will make sure the team delivers to commitments, that resourcing and time are tracked accurately, and that people are developed and held to a high standard of performance. The role is the operational and commercial backbone of the engagement, keeping the Client, the Technical Manager, and the team aligned.

Key responsibilities

Day-to-day governance

Run the daily and weekly operating rhythm of the team, including stand-ups, workload reviews, and prioritization
Track delivery against scope, milestones, SLAs, and agreed deliverables, and escalate risks and dependencies early
Maintain governance artifacts such as RAID logs, action trackers, change logs, and service reports
Ensure adherence to ITIL-aligned processes for incident, problem, change, and request management
Coordinate across the Operations, CX, Telemetry, Design, Compliance, and DAS functions to keep work joined up
Manage scope and change control, flagging out-of-scope requests and supporting commercial discussions

Customer interlock

Lead the weekly meeting with Client touchpoints, covering status, priorities, incidents, risks, and upcoming changes
Prepare and present regular service reports and monthly or quarterly service reviews
Manage Client expectations, handle escalations, and own communication during major incidents
Capture Client feedback and satisfaction, and turn it into improvement actions
Build trusted relationships with Client stakeholders and regional leads

Timesheet and resource management

Oversee timesheet submission, review, and approval to ensure timely and accurate time recording
Monitor utilization, capacity, and effort against plan, and flag variances
Manage leave, shift coverage, and onboarding or offboarding of team members
Support forecasting, invoicing inputs, and budget tracking with finance and commercial teams
Identify resourcing gaps and raise staffing requests with sufficient lead time

Performance review and people management

Set objectives and expectations with team members, aligned to engagement goals and KPIs
Run regular one-to-ones, mid-year and annual performance reviews, and gather input from the Technical Manager and Client
Recognize strong performance, address underperformance, and manage development plans
Support skills uplift, certification, and career progression
Foster a collaborative, accountable team culture across time zones

Continuous improvement

Analyze SLA, incident, and customer experience trends to identify service improvements
Drive lessons learned and improvement initiatives with the Technical Manager
Contribute to proposals, renewals, and expansion of the service

Required qualifications

7+ years of experience in IT service delivery or project management, including 3+ years managing technical teams
Experience managing managed-services or outsourced network operations engagements with SLAs
Strong understanding of ITIL processes and ITSM tools (e.g., ServiceNow)
Proven ability to run customer governance, service reviews, and escalations
Experience with timesheet, utilization, and resource management tools
Experience leading performance reviews and managing team development
Excellent communication, negotiation, and stakeholder management skills
Working familiarity with enterprise networking or Wi-Fi

Preferred qualifications

ITIL 4 certification; PMP, PRINCE2, or similar
Experience managing globally distributed or follow-the-sun teams
Commercial awareness, including budgeting, forecasting, and change control
CWNA or similar wireless awareness certification

Key performance indicators

SLA and KPI compliance across the service
Client satisfaction and outcome of weekly and monthly governance reviews
Timesheet compliance and utilization against plan
Completion of performance reviews and development plans on schedule
Team engagement and attrition
Timely escalation and closure of risks and issues

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

Dice Id: 91027130
Position Id: 9118762
Posted 4 hours ago

Fitment

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Contact the job poster

Lakshmi Arumugam

Recruiter @ Savvyan Technologies

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Job Details

Skills

Operations
CX
Telemetry
Design
Compliance
DAS

Summary

Key responsibilities

Day-to-day governance

Run the daily and weekly operating rhythm of the team, including stand-ups, workload reviews, and prioritization
Track delivery against scope, milestones, SLAs, and agreed deliverables, and escalate risks and dependencies early
Maintain governance artifacts such as RAID logs, action trackers, change logs, and service reports
Ensure adherence to ITIL-aligned processes for incident, problem, change, and request management
Coordinate across the Operations, CX, Telemetry, Design, Compliance, and DAS functions to keep work joined up
Manage scope and change control, flagging out-of-scope requests and supporting commercial discussions

Customer interlock

Lead the weekly meeting with Client touchpoints, covering status, priorities, incidents, risks, and upcoming changes
Prepare and present regular service reports and monthly or quarterly service reviews
Manage Client expectations, handle escalations, and own communication during major incidents
Capture Client feedback and satisfaction, and turn it into improvement actions
Build trusted relationships with Client stakeholders and regional leads

Timesheet and resource management

Oversee timesheet submission, review, and approval to ensure timely and accurate time recording
Monitor utilization, capacity, and effort against plan, and flag variances
Manage leave, shift coverage, and onboarding or offboarding of team members
Support forecasting, invoicing inputs, and budget tracking with finance and commercial teams
Identify resourcing gaps and raise staffing requests with sufficient lead time

Performance review and people management

Set objectives and expectations with team members, aligned to engagement goals and KPIs
Run regular one-to-ones, mid-year and annual performance reviews, and gather input from the Technical Manager and Client
Recognize strong performance, address underperformance, and manage development plans
Support skills uplift, certification, and career progression
Foster a collaborative, accountable team culture across time zones

Continuous improvement

Analyze SLA, incident, and customer experience trends to identify service improvements
Drive lessons learned and improvement initiatives with the Technical Manager
Contribute to proposals, renewals, and expansion of the service

Required qualifications

7+ years of experience in IT service delivery or project management, including 3+ years managing technical teams
Experience managing managed-services or outsourced network operations engagements with SLAs
Strong understanding of ITIL processes and ITSM tools (e.g., ServiceNow)
Proven ability to run customer governance, service reviews, and escalations
Experience with timesheet, utilization, and resource management tools
Experience leading performance reviews and managing team development
Excellent communication, negotiation, and stakeholder management skills
Working familiarity with enterprise networking or Wi-Fi

Preferred qualifications

ITIL 4 certification; PMP, PRINCE2, or similar
Experience managing globally distributed or follow-the-sun teams
Commercial awareness, including budgeting, forecasting, and change control
CWNA or similar wireless awareness certification

Key performance indicators

SLA and KPI compliance across the service
Client satisfaction and outcome of weekly and monthly governance reviews
Timesheet compliance and utilization against plan
Completion of performance reviews and development plans on schedule
Team engagement and attrition
Timely escalation and closure of risks and issues

Dice Id: 91027130
Position Id: 9118762
Posted 4 hours ago

Fitment

Dice Job Match Score™

To see how well you match this job, please log in or create an account.

Once logged in, be sure to complete your profile to get the most accurate match score.

Contact the job poster

Lakshmi Arumugam

Recruiter @ Savvyan Technologies

View Profile

Create job alert

Never miss an opportunity! Create an alert based on the job you applied for.

Similar Jobs

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JDL Service Delivery Manager

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IT Infrastructure Capacity Management Service Owner - Remote

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10d ago

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