Service Delivery Lead - New York City

Blue Mantis

110d • $130,000 - $150,000

About The Position

Blue Mantis is seeking a highly skilled, versatile, strategic, and customer-focused Service Delivery Lead, with a strong foundation in enterprise IT systems to join our team. This role is responsible for serving as the technical liaison and trusted advisor for a strategic client. The ideal candidate will have a good understanding of enterprise IT infrastructure and Operations, a strong customer orientation and a willingness to roll up their sleeves when necessary.

Requirements

• Historical experience managing and administering Windows Server environments.
• Strong knowledge of network device configuration and administration of Cisco routers/switches.
• Understanding of cloud solutions on Microsoft Azure and AWS platforms, including hybrid environments.
• Previous experience with virtualization technologies, including VMWare.
• Proven success in a Technical Account Manager or customer-facing engineering role.
• Capable of interpreting system metrics and translating them into meaningful, business-aligned actions.
• Excellent communication and interpersonal skills; able to bridge the gap between business needs and technical solutions.
• Strong presentation and documentation abilities.
• Highly self-motivated, organized, and comfortable working both independently and collaboratively.
• Strong hands-on skills in network, server, monitoring, and ticket management.

Nice To Haves

• Experience with ITIL frameworks and driving adoption of best practices for incident, problem, and change management.
• Ability to identify gaps, propose improvements, and facilitate continuous improvement initiatives.
• Strong communication and interpersonal skills to interface with Blue Mantis and customer stakeholders, articulate value and manage expectations.
• Capable of providing operational reports, ticket analysis, and recommendations for service improvement.

Responsibilities

• Act as a technical escalation point of contact for assigned customers, fostering long-term strategic relationships.
• Understand client’s business goals and technical environment to proactively guide and align IT solutions to their needs.
• Regularly review system health reports, performance metrics, processes, and KPIs to provide insights and strategic recommendations.
• Collaborate with internal support and engineering teams to ensure timely resolution of issues and seamless service delivery.
• Communicate complex technical issues and solutions clearly to both technical and non-technical stakeholders.
• Identify patterns in incidents and outages, propose improvements and drive long-term operational excellence.
• Support event, incident, problem, and change management efforts for our 1 using ITIL best practices.
• Coordinate root cause analysis and ensure timely follow-up with clients for major or recurring issues.
• Monthly reporting to highlight KPIs and Metrics.
• Analyze data trends and present recommendations.

What This Job Offers

• Job Type: Full-time
• Number of Employees: 1-10 employees