Service Delivery Manager, Programs

DMD Systems Recovery LLC•,

6d•Remote

About The Position

The Service Delivery Manager, Programs is responsible for managing the Program Management and Ticketing functions, ensuring the successful delivery of end-to-end IT services within DMD’s program offerings. This role provides leadership and operational oversight for the program managers and ticketing team, driving excellence in service delivery, client satisfaction, and program performance. The ideal candidate combines strategic thinking with hands-on management to ensure seamless execution of IT solutions across global regions. This is a high-impact role where you will shape how DMD delivers services as we scale, with direct influence on team performance, client experience, and operational excellence.

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, preferably in ITAD, technology, or logistics.
At least one year of direct team management experience with accountability to client-facing SLAs or KPIs.
Strong understanding of IT infrastructure, ticketing systems, and global service delivery models.
Experience with building and improving business processes and structures.
Proven ability to manage cross-functional teams and complex programs in a fast-paced, entrepreneurial environment.
Self-starter with excellent communication, problem-solving, and stakeholder management skills.
Comfortable operating in a growing company environment with evolving processes and a high degree of ownership.

Responsibilities

Directly manage program managers and the ticketing team supervisor, fostering a collaborative, high-performing environment that prioritizes accountability and results.
Take full ownership of the ITAD-in-a-Box program’s success, ensuring services are delivered on time, within scope, and aligned with business objectives.
Ensure consistent performance against defined KPIs, including SLA adherence, ticket resolution times, client satisfaction, and program delivery timelines.
Identify bottlenecks and implement process improvements across ticketing and program workflows to increase efficiency, reduce errors, and improve client outcomes.
Establish governance frameworks, maintain SOPs, and ensure adherence to compliance and security standards.
Serve as the primary escalation point for client and internal issues, coaching team members through escalations while ensuring timely, effective resolution and strong client communication.
Own program-level financial operations, including budgeting, billing accuracy, and invoicing, ensuring alignment between delivered services and contracted scope.
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.