Service Delivery Manager

Nexcess

1d•$125,000 - $155,000•Hybrid

About The Position

The Service Delivery Manager owns the customer journey from signed agreement through go-live, including new implementations and customer migrations. This role translates scope into an executable delivery plan, leads customer kickoffs, manages schedules and dependencies, coordinates cross-functional resources, and drives environments successfully into production. This is a technical service delivery role requiring strong working knowledge of cloud and private cloud infrastructure, virtualization, networking, storage, backup, and disaster recovery. While Engineering owns technical execution, the Service Delivery Manager owns the plan, timeline, communication, coordination, and overall delivery outcome. The Service Delivery Manager also develops and maintains the standards, processes, documentation, and project artifacts used to deliver consistent customer implementations and migrations at scale.

Requirements

B2B customers, including at least 2 years supporting mid-market or enterprise engagements.
Strong working knowledge of cloud and private cloud infrastructure, virtualization, compute, storage, networking, backup, and disaster recovery.
Experience delivering cloud or infrastructure migrations involving platforms such as AWS, Azure, GCP, VMware, Nutanix, Hyper-V, or managed hosting environments.
Experience managing migration activities including discovery, dependency mapping, wave planning, cutover planning, IP and DNS changes, rollback criteria, and post-cutover validation.
Experience supporting projects from pre-sales discovery and scoping through implementation and production delivery.
Demonstrated ability to build and maintain complex project schedules involving dependencies, resource sequencing, milestones, and critical-path activities.
Experience developing and implementing delivery processes, SOPs, runbooks, and repeatable project standards.
Strong technical writing skills with the ability to produce clear and actionable documentation.
Demonstrated ability to influence and coordinate cross-functional teams without direct reporting authority.
Experience with Agile delivery practices, including backlogs, prioritization, stand-ups, acceptance criteria, and iterative delivery.
Strong project management fundamentals, including work breakdown, dependency management, risk tracking, change control, and executive-level reporting.
Direct customer-facing delivery experience with mid-market or enterprise stakeholders.
Experience using project management or PSA tools such as Linear, Jira, Smartsheet, Asana, Monday, Kantata, or similar platforms.
Ability to independently manage complex projects, identify risks, escalate concerns, and drive work through completion.

Nice To Haves

Experience within managed hosting, managed cloud, private cloud, or MSP environments.
Experience managing repeatable, multi-wave migration programs.
Agile delivery certification such as CSM, PSM, or SAFe; demonstrated experience is valued over certification.
Experience applying Scrum or Kanban methodologies within customer delivery environments.
Experience defining and implementing self-service and human-led delivery models.
Experience building or scaling a project management or service delivery team.
Experience supporting Nutanix migration programs.

Responsibilities

Own the customer journey from signed agreement through go-live, including scope, planning, sequencing, delivery, and customer communication.
Lead technical implementations and migrations using structured project management practices, including kickoffs, schedules, milestone tracking, risk management, status reporting, and formal go-live sign-off.
Manage private cloud migration programs, including multi-wave and multi-customer migrations.
Coordinate dependency mapping, resource sequencing, network and IP changes, cutover planning, rollback criteria, and post-cutover validation.
Own and improve time-to-value for Managed Cloud implementations.
Identify and escalate delivery risks, dependencies, and blockers early with clear mitigation or recovery plans.
Maintain scope discipline and ensure changes are addressed through appropriate change-control and commercial processes.
Serve as the primary delivery owner and escalation point throughout implementation and migration projects.
Coordinate Engineering, Solution Engineering, Support, Customer Success, Technical Account Management, Sales, and other stakeholders around a single delivery plan.
Partner with Sales and Solution Engineering during complex pre-sales engagements to support discovery, evaluate delivery risk, estimate effort, and validate feasibility.
Ensure customer expectations, contractual commitments, delivery plans, and internal execution remain aligned.
Lead customer kickoffs that establish scope, responsibilities, prerequisites, timelines, escalation paths, communication expectations, and definitions of completion.
Build and maintain the Managed Cloud implementation playbook, including kickoff templates, onboarding plans, runbooks, welcome materials, and standard project artifacts.
Develop, document, version, and maintain SOPs for implementation and migration processes.
Partner with technical and customer-facing teams to ensure processes are practical, scalable, and aligned with actual delivery capabilities.
Develop documentation appropriate for different audiences, including technical runbooks, internal enablement materials, and customer-facing onboarding resources.
Drive adoption of established processes through training, reinforcement, measurement, and review.
Facilitate post-mortems and incorporate customer and internal feedback into continuous process improvement.
Identify opportunities for automation and partner with Engineering and Product to reduce unnecessary manual effort.
Maintain program schedules across multiple customers, migration waves, dependencies, resources, and critical-path activities.
Report implementation status, capacity, risks, and delivery performance to Managed Cloud leadership.
Establish scalable project management practices as implementation volume grows.
Hire, develop, and lead project managers and migration coordinators as the function expands.
Travel approximately 5–10% as business needs require.
Demonstrates and promotes the company's Impact Behaviors in all interactions and decision-making.
Maintains a professional, collaborative, and client-focused approach while supporting team and organizational objectives.
Performs other duties, responsibilities, and special projects as assigned to meet business needs.