Service Delivery Manager - Project Management and Professional Services

Shield•Anaheim, CA

5d•$90,000 - $115,000•Remote

About The Position

IronOrbit delivers secure, high‑performance private hosting, remote managed services, and modern workplace solutions. We’re looking for a hands‑on delivery leader who delights customers, motivates teams, and consistently lands projects on time and on budget. Service Delivery & Professional Services is a single delivery organization with two sub‑groups: Project Management (PM) and Professional Services (PS). You will lead both PM and PS, ensuring seamless onboarding for new customers and successful delivery of projects and initiatives for existing customers.

Requirements

8–12+ years in IT services
4–7+ years leading combined Service Delivery/Professional Services/Project Management teams in customer‑facing roles.
Proven phase‑gate governance, risk/issue management, stakeholder communications, and BAU/hypercare transitions.
Hands‑on ownership of project financials, utilization, margin, budgets, forecasts, and P&L.
Clear, confident communicator with the ability to de‑escalate issues, align teams, and maintain executive‑level reporting.
On‑time, on‑budget delivery across onboarding and PS projects
Documentation completeness prior to build/migration
Reduced repeat operational incidents through SOP compliance and preventive actions
Improved customer satisfaction and shortened hypercare periods
Team utilization and margin targets met; clean invoice/close processes

Nice To Haves

Microsoft 365 (Exchange Online migrations, Teams enablement, security baselines)
Identity/Directory: Entra ID/AD Connect, hybrid identity, SSO
VDI/EUC: Windows 11 desktop pools, FSLogix containers, image governance; monitoring/licensing (e.g., ControlUp)
Virtualization & OS: VMware and/or Hyper‑V; Windows Server upgrades (e.g., 2016 → 2022/2025, ESU)
Email security: Barracuda or equivalent
PSA/Project tools: Experience with PSA platforms (e.g., ConnectWise, Autotask) and project tracking/reporting

Responsibilities

Own customer onboarding & delivery: Lead end‑to‑end onboarding for private hosting and remote managed services; set phase gates, dependencies, and communication plans.
Drive initiatives for existing customers: Deliver server/network upgrades, office moves, storage remediation, and technology refresh programs.
Lead the people: Direct Project Managers and Professional Services personnel (Systems Engineers, Support Specialists/Engineers/Analysts); set goals, coach performance, and grow careers.
Raise service quality: Enforce SOPs and QA for ticket lifecycle; reduce repeat incidents and extend reliability across VDI/EUC and infrastructure.
Standardize documentation: Ensure runbooks/PM templates and customer documentation (network topology, services, security) are complete before build/migration.
Manage risk & change: Govern image refreshes and production changes; coordinate with Engineering when holds impact schedules; plan phased upgrades for legacy systems.
Partner cross‑functionally: Collaborate closely with Sales, Account Management, Solutions Engineering, and Customer Success to unblock delivery and maintain trust.
Own the numbers: Build and execute project cost accounting; manage team P&L (forecasting, margin, utilization, accruals); approve vendor invoices.