Service Delivery Manager

ISOutsource•Bothell, WA

3d•$110,000 - $140,000

About The Position

ISOutsource (ISO) is a modern technology consulting firm at the forefront of change. We help organizations boost performance, streamline operations, and deliver exceptional service through smarter technology. We are seeking an experienced Service Delivery Manager to lead project delivery within our Professional Services team. This player-coach role combines leadership of Project Managers with direct oversight of complex client engagements. You will drive delivery excellence, improve project outcomes, and ensure projects are delivered on time, within budget, and with exceptional client satisfaction.

Requirements

PMP (Project Management Professional) certification required
6+ years of project management experience, preferably within IT services, consulting, or managed services
2+ years of experience leading, mentoring, or managing Project Managers or delivery teams.
Strong understanding of project management methodologies (Agile, Waterfall, hybrid)
Demonstrated success managing multiple complex projects and competing priorities.
Experience managing project budgets, forecasting, resource planning, and financial performance.
A leadership-first mindset with a passion for coaching and developing high-performing teams.
Strong strategic thinking combined with the ability to execute in a fast-paced environment.
Exceptional organizational, planning, and operational management skills.
Excellent client relationship management and communication abilities.
A data-driven approach to decision-making and continuous improvement.
Strong problem-solving, conflict resolution, and stakeholder management skills.
Experience balancing customer satisfaction, operational efficiency, and financial performance.
Proficiency with project management platforms such as Microsoft Project, Smartsheet, Monday.com, Jira, or similar tools.

Nice To Haves

Customer-facing project management experience
IT/MSP industry experience
Project Management certifications: PgMP, CAPM, ITIL, or CSM.
Experience with professional services automation tools: Halo, ServiceNow, ConnectWise

Responsibilities

Lead, coach, and develop a team of Project Managers
Establish and enforce project management standards, methodologies, and best practices
Provide guidance on project planning, execution, risk management, and client communication
Manage team capacity, workload distribution, and resource alignment
Standardize project lifecycle processes, tools, and reporting
Improve project scoping accuracy, forecasting, and change order management
Drive continuous improvement in delivery quality, speed, and predictability
Establish and track KPIs (on-time delivery, budget performance, client satisfaction)
Partner closely with Consulting, Engineering, and Account Management teams to ensure seamless delivery
Support pre-sales activities, including scoping, estimating, and proposal development
Directly manage high-priority or complex client projects
Ensure projects are delivered on time, within scope, and within budget
Oversee project governance, including risk, issue, and change management
Maintain accountability for project financial performance (margins, utilization, forecasting)
Act as an escalation point for project challenges and client concerns
Coordinate with internal teams to identify and assign the right talent to each project.
Reconcile project budgets, compare projected and actual spending, and adjust forecasts and billing as necessary.
Maintain proactive communication with stakeholders via status meetings and reports.