Service Delivery Manager: Programs

DMD Systems Recovery LLC

28d•$80,000 - $95,000•Remote

About The Position

The Service Delivery Manager, Programs is responsible for managing the Program Management and Ticketing teams, ensuring the successful delivery of end-to-end IT services within DMD’s program offerings. This role provides leadership and operational oversight for the ticketing team and program managers, driving excellence in service delivery, customer satisfaction, and program performance. The ideal candidate combines strategic thinking with hands-on management to ensure seamless execution of IT solutions across global regions.

Requirements

Bachelor’s degree in IT, Business Management, or related field (Master’s preferred).
5+ years of experience in IT service delivery or program management, with leadership responsibilities, preferably in ITAD, technology, or logistics.
Strong understanding of IT infrastructure, ticketing systems, and global service delivery models.
Proven ability to manage cross-functional teams and complex programs in a fast-paced environment.
Excellent communication, problem-solving, and stakeholder management skills.

Nice To Haves

Master’s preferred

Responsibilities

Directly manage the ticketing team and program managers, fostering a collaborative, high-performing environment that prioritizes accountability and results.
Take full ownership of the IT in a Box program’s success, ensuring services are delivered on time, within scope, and aligned with business objectives.
Implement and monitor service delivery standards, SLAs, and KPIs to maintain exceptional quality and customer satisfaction.
Identify and implement best practices to streamline workflows, improve operational efficiency, and enhance service quality.
Establish governance frameworks, maintain SOPs, and ensure adherence to compliance and security standards.
Act as the primary point of contact for internal and external stakeholders, providing clear communication and proactive issue resolution.
Manage program budgets, billing, and invoicing processes to ensure accuracy and financial integrity.
Collaborate on the creation of quotes and Statements of Work (SOWs), ensuring accurate scope definition and cost alignment.
Drive innovation in service delivery through technology adoption, process enhancements, and feedback-driven improvements.